Streamlined Support Within Your ERP
The Enapps Helpdesk Module is an integrated ticketing system within the Enapps ERP. Designed for manufacturers, distributors, service companies, and project-based organisations, it centralises customer support operations. With features like automatic email tracking and dynamic ticket management, it eliminates the need for third-party platforms, enhancing efficiency and customer satisfaction.
Helpdesk Module Key Benefits
Seamless Communication
Automatically creates tickets from incoming emails, ensuring all customer communications are captured. Teams manage tickets through familiar channels, enhancing responsiveness and workflow. This integration boosts client satisfaction with timely, efficient support.
Customisable Ticket Management
Offers dynamic ticket types and editable stages, allowing adaptation to evolving support processes. Create and assign labels to categorise and prioritise tickets effectively. This customisation streamlines the support lifecycle, ensuring efficient task management from start to resolution.
Integration with Internal Transactions
Links tickets directly to internal transactions like purchase orders, sales orders, invoices, and deliveries. Provides a holistic view of client interactions, enabling access to all pertinent information in one place. This facilitates collaboration and quicker issue resolution.
Advanced Reporting and Analytics
Real-time reporting and dashboards offer insights into support operations. Monitor key performance indicators like resolution times and team productivity. Visual tools enable data-driven decisions, helping to identify trends, optimise processes, and maintain high service quality.
Module Features
Module Features
Ticket Management and Communication
Efficiently handle all aspects of customer support through streamlined ticketing and communication tools.
- Complete Ticket History: Maintain a detailed record of each ticket’s journey from creation to closure, including all communications and actions taken.
- Automated Notifications: Receive real-time alerts for changes in ticket ownership, status updates, or priority levels to keep teams informed and responsive.
- Task Prioritisation: Assign priority levels to tickets to ensure that critical issues are addressed promptly and resources are allocated efficiently.
- AI-Powered Assistance (Planned Feature): Incorporate artificial intelligence to offer smart suggestions, automate routine responses, and assist support agents in resolving issues more efficiently.
Collaboration and Integration
Enhance teamwork and streamline workflows by integrating support operations with other business functions.
- Editable Ticket Stages: Customise ticket workflow stages with helpful comments to guide team members through each phase of the support process.
- Internal Collaboration Tools: Facilitate teamwork with internal notes, file attachments, and task assignments within tickets to enhance communication and problem-solving.
- Knowledge Base Integration: Link tickets to relevant articles in the knowledge base to provide quick solutions and reduce resolution times.
- Integration with Internal Transactions: Link support tickets directly to relevant internal transactions such as purchase orders, sales orders, invoices, deliveries, and service visits. This provides a holistic view of client interactions, enabling departments to access all pertinent information in one place, facilitating cross-functional collaboration and quicker issue resolution.
Reporting and Efficiency
Gain valuable insights and improve operational efficiency with advanced reporting and time management tools.
- Advanced Reporting and Analytics: Access detailed reports on support performance, ticket resolution times, and team productivity to make informed decisions.
- Timesheet Logging: Log time spent on tickets directly within the system, distinguishing between billable and non-billable hours for accurate billing and time management.
- Automated Reminders and Alerts: Receive live alerts and email notifications about important activities, deadlines, and events to stay on top of support tasks.
- Real-Time Collaboration: Facilitate communication and collaboration across teams with integrated tools for document sharing and updates.
- Customer Portal Access (Planned Feature): Provide clients with a portal to submit tickets, track progress, and access self-service resources, enhancing transparency and engagement.
Get started with Enapps Helpdesk Module
The Enapps Helpdesk Module offers a robust solution for managing customer support within the ERP system. By centralising ticket management, enhancing collaboration, and providing insightful reporting, it empowers businesses to deliver exceptional support while improving efficiency.