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🎧 Helpdesk & Support

Helpdesk & Support

Turn customer issues into resolved tickets, faster.

Overview

What Helpdesk & Support does for your business

ZhiftERP Helpdesk provides a structured ticketing system for managing customer support requests. Tickets can be created via the portal, email parsing, or manually by agents.

SLA policies ensure tickets are responded to within defined timeframes. Escalation rules automatically notify managers when SLAs are at risk.

  • Ticket creation via portal, email, or manual entry
  • Ticket routing by team, skill, or round-robin
  • SLA policies with breach alerts & escalation
  • Priority levels & status tracking
  • Canned responses & knowledge base integration
  • Customer satisfaction (CSAT) surveys
  • Agent performance dashboards
  • First response & resolution time tracking
  • Link tickets to sales orders or projects
  • Internal notes & private agent communication
  • Email notifications at every status change
  • Multi-channel: email, portal, API
Key Capabilities
SLAAuto-enforced
CSATSurveys built-in
Multi-channelIntake
FullAudit history

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