Feature OverView
Advance Helpdesk Management
Ticket Management
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* Customers can submit support tickets directly from your website - no login required
* Customers get their own portal to track tickets, see updates, and reply
* Tickets move through clear stages (New -> In Progress -> Resolved/Closed)
* Set priority levels, categories, and tags to organize tickets your way
* Merge duplicate tickets into one
* Organize your support staff into teams, each with its own leader and members
* Turn a ticket into a project task or an invoice when needed
* Customers can rate their support experience and leave feedback when a ticket closes
Service Level Agreements (SLA)
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* Set response and resolution time targets - different targets for urgent issues vs. routine ones
* Option to count only working hours (e.g. 9-to-5, Mon-Fri) instead of the clock running 24/7
* See at a glance whether each ticket is on track, at risk, or overdue
* Automatically escalate a ticket if it's about to breach its deadline - notify someone, reassign it, or bump up its priority
* Reports showing how well your team is meeting its service targets, by team and priority
Automatic Ticket Assignment
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* New tickets get assigned to an agent automatically - no manual sorting needed
* Choose how: spread evenly in rotation, give it to whoever has the lightest workload, or always route to one specific person
Notifications & Alerts
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* Automatic email and in-app alerts when a ticket is at risk of missing its deadline or has missed it
* Turn email alerts on or off without losing the in-app ones
Reminders
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* Set a personal follow-up reminder on any ticket
* Automatic nudges for tickets that have gone quiet for too long
* Automatic reminders for any scheduled follow-up tasks that are overdue
* A personal "My Reminders" list so nothing slips through the cracks
Dashboard & Reporting
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* At-a-glance view of new, in-progress, and completed tickets
* See how many tickets are breaching or at risk of breaching their targets
* Visual charts for ticket status, team workload, and service-level performance
* Quick view of recent tickets and overall customer satisfaction
How to use
Workflow
1. Ticket created
A customer submits a ticket from the website or portal, or an agent creates one directly in the backend.
2. Auto-assigned & SLA applied
The ticket is routed to an agent automatically (round robin, least busy, or a fixed person), and matched to an SLA policy that sets its response and resolution deadlines.
3. Agent responds
The agent works the ticket through its stages and replies to the customer. The response SLA is locked in as met or breached the moment that first reply goes out.
4. Monitored automatically
A background job checks every open ticket, flags it "at risk" at 80%/90% of its allotted time, sends alerts, and runs any escalation rule (reassign, notify, or raise priority) needed.
5. Reminders keep it moving
Agents can set their own follow-up reminders, and the system automatically nudges anyone about tickets that have gone quiet or scheduled tasks that are overdue.
6. Resolved & reported
Once closed, the resolution SLA is finalized and the customer can rate the experience. The dashboard and SLA report show compliance across every team in real time.
Our Services
We offers a wide range of services to fulfil your business needs.
Development
Full range of Odoo ERP Software Development for a wide variety of verticals and businesses.
Consultancy
Business Consultation to remain cost effective by keeping up with the latest software and hardware information.
Maintaince
We build solutions for peculiar business problems according to customization required to manage the specific work flows.
Migration
Provide robust migration from existing system and upgrade of existing software and transfer to a completely new system.
Training
We provide guidance and training for the team to understand the software and provide constant needed suppor
Support
Constant support over Phone, Emails, Skype and on-site / off site after successful installation of software
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