ERPNext provides a built-in Helpdesk/Support module to manage customer
issues from creation to resolution, integrating emails, calls, and ticket tracking.
Ticket Management: Centralizes customer queries
(email, phone, web) into trackable support tickets.
Multi-Channel Intake: Automatically converts emails
to tickets and integrates with phone systems (e.g., Twilio).
Automation: Set rules for auto-assignment (round-robin
load balancing) and auto-closing tickets.
SLA Management: Track response and resolution times
against defined Service Level Agreements.
Warranty & Maintenance: Manage warranty claims,
service contracts, and schedule maintenance linked to specific serial numbers.
Reporting & Analytics: Dashboards and reports (Issue
Summary, First Response Time) provide insights for performance improvement.
