Ready Solutions · Helpdesk

ERP36T Helpdesk

Every support request tracked, assigned and resolved. ERP36T Helpdesk turns requests from portals, email and forms into tickets, with assignment, SLA tracking, escalation, self-service and a full communication history.

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Included from the Business plan. See pricing

Overview

What Helpdesk does

Helpdesk is essential for managing customer support requests, internal service issues, and communication workflows in a structured and timely manner. ERP36T Helpdesk module is designed to centralize ticket intake, assignment, SLA tracking, escalations, self-service access, and support communication in one connected system. By converting requests from portals, email, forms, and other channels into trackable tickets, businesses can improve response times, reduce missed issues, and maintain better visibility into support performance. This helps organizations deliver more consistent service, improve user satisfaction, and strengthen operational accountability.

Helpdesk runs on the same ERP36T platform and database as every other module, so its records are shared, not copied, across the business.

ERP36T Helpdesk: Dashboard with tickets, canned responses and knowledge base — Dashboard with tickets, canned responses and knowledge base

What's included

Helpdesk components.

What the Helpdesk module covers, out of the box.

Ticket Management
Customer Support Request Logging
Internal Service Request Management
Multi-Channel Ticket Intake
Email to Ticket Conversion
Portal-Based Ticket Submission
Customer Self-Service Portal
Knowledge Base Management
FAQ and Help Articles
Ticket Assignment and Routing
Auto Assignment Rules
Priority and Severity Management
SLA Management
Escalation Management
Reopen Ticket Handling
Status and Resolution Tracking
Agent and Team Management
Department and Queue Management
Task and Follow-Up Management
Internal Notes and Collaboration
Customer Communication History
Email and Notification Integration
Reminder and Alert Management
Approval and Workflow Automation
Issue Categorization and Tagging
Asset or Service Linking
CRM Integration
Customer and Contact Linking
Project and Task Linking
Sales and Service Coordination
Accounting and Billing Integration
HR and IT Support Use Cases
Mobile and Web Access
Dashboard and Performance Analytics
Agent Productivity Tracking
Ticket Aging and Resolution Reports
Audit Trail and Activity History

Key features

What you can do with Helpdesk.

Ticket ManagementTrack, manage, and resolve customer support tickets efficiently. Categorize, prioritize, and assign tickets for smooth workflow management.

Automated Ticket CreationAutomatically create tickets from emails, web forms, or integrations with other systems to ensure no customer issue is missed.

Customer Interaction HistoryMaintain a history of all customer interactions. View past tickets, solutions provided, and communication logs for better service.

Live Chat SupportEngage with customers in real-time through integrated live chat. Provide instant solutions to quick queries and concerns.

Ticket Print OptionsGenerate printable versions of support tickets and responses for documentation and reporting purposes.

Ticket Automation RulesSet up rules for automatic ticket assignment, escalation, or closing based on ticket type, urgency, or priority.

Email NotificationsReceive automated email notifications for new tickets, ticket updates, and escalations to keep all stakeholders informed.

Knowledge Base IntegrationIntegrate a knowledge base to provide self-help resources to customers. Quickly resolve common issues with articles and guides.

Ticket SLA ManagementDefine Service Level Agreements (SLAs) for ticket resolution times. Track SLA compliance and ensure timely customer support responses.

Reporting & AnalyticsGenerate reports on ticket resolution times, customer satisfaction, and team performance for insightful decision-making and continuous improvement.

Team Assignment & CollaborationAssign tickets to specific support agents, collaborate within the ticket, and track resolution progress across the team.

Multiple Ticket ViewsProvide multiple views of tickets including board, list, and kanban views to match your team's workflow and preferences.

Customer Portal IntegrationAllow customers to submit and track their own tickets via a dedicated portal, reducing dependency on support agents.

Customizable Ticket FieldsCustomize ticket forms to collect specific information needed for each type of issue or request, ensuring accurate case details.

Ticket ArchivingArchive resolved tickets for future reference, enabling easy retrieval and improving response for recurring issues.

Integration with ERP36T ModulesSeamlessly integrate the Helpdesk module with other ERP36T modules such as CRM, Projects, Inventory, and Accounting for a unified support system.

Security & Access ControlEnsure secure access by setting role-based permissions for different support team members, limiting access to sensitive information.

Custom Alerts & NotificationsSet up custom alerts and notifications for ticket status changes, escalations, or SLA breaches, ensuring prompt action and timely resolution.

Standard on every ERP36T module (18)

WorkflowStreamline processes with configurable workflows tailored to business needs.

ChatbotEnhance customer interaction with AI-driven chatbot capabilities.

Notification & Event SchedulerAutomate reminders and schedule events for efficient task management.

Data Upload & DownloadEasily import and export bulk data for seamless operations.

Bulk Records UpdateUpdate multiple records simultaneously with user-friendly tools.

OAuth Security including 2FAEnsure secure access with OAuth protocols and two-factor authentication.

Google PluginsIntegrate seamlessly with Google Workspace tools for enhanced productivity.

To Do Task ManagementKeep track of tasks and prioritize with a built-in to-do list feature.

Document Management & SharingOrganize and share documents securely across teams and departments.

Full Data & Feature Security User ControlsControl access to data and features with robust user permission settings.

Self Services and Web PortalEmpower users with self-service options and an intuitive web portal.

Payment GatewayFacilitate online payments with secure and integrated payment gateways.

Record HistoryTrack changes to records with a detailed audit trail for accountability.

Integration with Legacy SystemsSeamlessly connect with existing legacy systems for smooth transitions.

B2B IntegrationFacilitate business-to-business connections and workflows effectively.

B2C IntegrationConnect directly with consumers for streamlined operations and services.

WhatsApp IntegrationEngage with users through WhatsApp for efficient communication.

Social Media IntegrationExpand your reach by connecting with social media platforms.

Screenshots

Helpdesk in ERP36T.

Real screens from ERP36T. Select any screen to open it full size.

ERP36T Helpdesk: Dashboard with SLA, ticket and feedback trends — Dashboard with SLA, ticket and feedback trends

ERP36T Helpdesk: Ticket list with status, first response and resolution — Ticket list with status, first response and resolution

ERP36T Helpdesk: Workspace with agent response and ticket activity charts — Workspace with agent response and ticket activity charts

ERP36T Helpdesk: Ticket charts by team, type, priority and channel — Ticket charts by team, type, priority and channel

ERP36T Helpdesk: Ticket settings for type, feedback and status — Ticket settings for type, feedback and status

ERP36T Helpdesk: Email notification templates for feedback and acknowledgement — Email notification templates for feedback and acknowledgement

ERP36T Helpdesk: Agent list with assigned roles in settings — Agent list with assigned roles in settings

ERP36T Helpdesk: Invite agents form with email and role — Invite agents form with email and role

ERP36T Helpdesk: SLA policy with response and resolution targets by priority — SLA policy with response and resolution targets by priority

ERP36T Helpdesk: Assignment rules list with priority and enabled toggles — Assignment rules list with priority and enabled toggles

ERP36T Helpdesk: Telephony settings with Twilio and Exotel options — Telephony settings with Twilio and Exotel options

Why it matters

Why teams run Helpdesk on ERP36T.

ERP36T Helpdesk helps organizations improve service quality, team coordination, and issue resolution speed. It provides a modern ticketing environment with automated assignments, SLA monitoring, escalation rules, customer portals, and knowledge base support, allowing teams to manage support operations more efficiently. The system can work across customer support, internal IT helpdesk, HR support, and service teams while integrating with CRM, projects, tasks, sales, and accounting workflows for broader business visibility. With structured queues, follow-up reminders, detailed reporting, and complete communication history, ERP36T Helpdesk enables organizations to reduce response delays, improve accountability, and deliver a more professional support experience.

Connected across ERP36T