Elevate your customer service to new heights with an SaaS help desk solution
Revolutionize your SaaS help desk experience with ERPNext. Everything you need to enhance your customer support is consolidated in one place: ticket management across multiple channels, process automation, SLA tracking, reporting, and much more.
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ERPNext offers configurable dashboards to streamline service issue management. Gain real-time insights to identify bottlenecks and implement best practices faster in your SaaS help desk.
Omnichannel Interactions
Never miss a support call from your customers with ERPNext. Easily convert all interactions into data, eliminating the need for your support team to juggle between apps. With Call Popup, receive live notifications of incoming calls directly on your desktop. Additionally, effortlessly convert emails in your inbox into tickets using this SaaS help desk software.
Automate Ticket Assignments
Streamline your workflow and reduce manual overhead by implementing assignment rules in ERPNext. Configure rules such as round-robin or load balancing to automatically assign tickets among your team members. This automation frees up valuable time for your team to focus on responding to customers promptly, empowering your SaaS help desk to meet commitments on time.
Team Excellence
Collaborate efficiently to address support tickets by utilizing multiple assignments or mentions in ERPNext. Benefit from out-of-the-box reports that enable you to monitor the performance of your support team and analyze ticket traffic, including both open and closed tickets.
Service Level Agreement
Enhance your customer experience by personalizing service level agreements (SLAs) in ERPNext. Tailor SLAs to your support policy, specifying response and resolution times based on the expectations you set with customers. Track the fulfillment or failures of SLAs to continuously improve your support process and ensure customer satisfaction.
Customer Portal
Elevate your customers' interaction with your system and enhance their experience by leveraging ERPNext's Issue Portal. Invite customers as users in your ERPNext account, allowing them to track the status of their issues and your team's correspondence. Provide full transparency by enabling customers to open sales orders, track shipments via delivery note status, raise issue tickets, and monitor resolution details—all within the ERPNext platform.
Knowledge Base
Mitigate ticket load by crafting concise help articles and FAQs, enabling your service team to focus on resolving complex issues that require their attention. This strategy not only expands your knowledge base but also empowers your customers to find solutions independently, without needing to wait for assistance from an agent.
Scheduling Maintenance Visits
Leverage the Maintenance Schedule feature to prevent missing service maintenance visits in ERPNext. Log the employee assigned and the work completed during each visit, and capture customer feedback seamlessly with just a single click.
On-The-Fly Customizations
Build your own SaaS help desk software effortlessly with ERPNext. Tailor your data management by incorporating custom fields into forms and customize form behavior, such as auto-fetching values and hiding fields based on user roles. Additionally, create custom print formats to meet your specific requirements—all without writing a single line of code.