open source support ticketing software

A self-service support portal to increase

 customer satisfaction

Maintaining accurate financial records is crucial—not just for statutory compliance, but for a clear, real-time view of your organization’s financial health. With ERPNext, a fully open-source ERP software for accounting, you can streamline compliance, reduce manual spreadsheet efforts, and minimize reliance on external auditors. ERPNext transforms accounting by seamlessly integrating with inventory, manufacturing, HR, and more—turning your ERP into a centralized financial hub.

  • Manage customer tickets across multiple channels

  • Automate ticket assignments

  • Track SLAs for timely resolutions

  • Monitor team performance with detailed reports

  • Empower customers with self-service portals

  • Reduce ticket load with a knowledge base

  • Schedule and track maintenance visits

Manage customer tickets across multiple channels

ERPNext centralizes all customer interactions, whether calls, emails, or chats, into support tickets. This ensures your team can handle all inquiries in one place, reducing response times and improving efficiency. Features like call popup via Twilio or Exotel integration notify you of incoming calls, while email-to-ticket conversion ensures that every query is captured.

Automate ticket assignments

Simplify ticket distribution by setting up automatic assignment rules, such as round-robin or load balancing, to ensure an even workload across your team. This minimizes manual effort and allows your team to focus on resolving customer issues faster, improving response times and customer satisfaction.

Track SLAs for timely resolutions

Set response and resolution times with SLAs that align with your support policies. ERPNext automatically tracks and updates the SLA status of tickets in real-time, keeping your team informed and helping them address issues promptly if targets are not met. This ensures timely resolution and adherence to your support standards.

Monitor team performance with detailed reports

ERPNext provides key reports like Support Hour Distribution, Issue Summary, Issue Analytics, and First Response Time for Issues. These insights help you track team efficiency, understand workload distribution, and identify areas for improvement to ensure better customer service outcomes.

Empower customers with self-service portals

 

The ERPNext support module allows businesses to provide efficient customer service with a dedicated portal for customers to log, track, and manage their support tickets. Customers can view ticket statuses, raise new issues, and communicate directly with support teams for resolution.

Reduce ticket load with a knowledge base

 

The Knowledge Base is a repository of articles designed to address frequently asked questions (FAQs) and “How-To” queries of customers. By leveraging this resource, you can build a valuable asset that empowers customers to resolve issues independently. When an issue is reported, relevant Knowledge Base articles are automatically suggested based on the subject. This robust collection of articles also enhances the efficiency of support agents, significantly reducing response times on customer queries.

Schedule and track maintenance visits

 

The Maintenance Schedule feature allows you to plan and track service visits, log the work completed, and capture customer feedback. This ensures that maintenance tasks are carried out seamlessly and all details are recorded efficiently, helping you provide consistent and high-quality service.

No-code builder

Automate tasks with drag-and-drop simplicity

API-first

Easily integrate with third-party systems

Mobile-friendly

Manage all modules from any device

Customizable

Forms, reports, print formats, and dashboards

Approval workflows

Simplify with custom multi-level workflows

Roles & permissions

Granular access control to safeguard data

Choose Freedom with ERPNext

 

The comprehensive, user-friendly and 100% open-source ERP

Scroll to Top