🎧 Support Module
Resolve customer issues faster with structured support workflows
What Does the Support Module Do?
ERPNext's Support module transforms ad-hoc customer issue handling into a structured, accountable workflow. Issues are captured, assigned, tracked against SLAs, and resolved — with customers kept informed at every step via the self-service portal.
Everything the Support module can do for your business
Issue Ticketing
Email, portal, and manual ticket creation. Auto-assign to teams based on issue type, product, or priority.
SLA Management
Define first-response and resolution SLAs per priority and customer tier. Breaches trigger automatic escalations.
Escalation Rules
Auto-escalate overdue tickets to supervisors or management based on configurable time and priority rules.
Customer Portal
Self-service portal for customers to log issues, track status, and access knowledge base articles.
Communication History
All emails, replies, and internal notes logged against the issue — full context for every agent response.
Customer Satisfaction (CSAT)
Auto-send satisfaction survey on ticket closure. Track CSAT scores by agent, team, and issue type.
Support Analytics
Volume trends, SLA compliance rates, resolution time, and agent performance dashboards.
Knowledge Base
Build a searchable knowledge base linked to the customer portal — deflect repetitive tickets automatically.
Support Module
See the Support module in action inside your actual ERPNext environment.
Higher customer satisfaction
SLAs and portal access set and meet customer expectations.
Faster ticket resolution
Assignment rules and escalations prevent issues from stalling.
Reduce support volume
Knowledge base deflects repetitive queries before they become tickets.
Data-driven support decisions
Analytics identify top issues and training opportunities.
This module works natively with:
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Ready to Implement the
Support Module?
Book a free 30-minute demo. See it live in an ERPNext environment built for your industry.
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