What this area does
The helpdesk module gives the platform an operational support layer. Tickets can be categorized, prioritized, assigned, tracked against SLA response and resolution targets, and filtered through quick queues so support teams can work from the most urgent queue first.
Progress for Helpdesk
Helpdesk dashboard, ticket queue, basic ticket lifecycle, SLA policy settings, project SLA overrides, and quick filters are in place.
Available Now
- Ticket dashboard
- Ticket queue
- Ticket create/edit
- SLA policies
- Project-specific SLA
- Quick queue filters
Recommended Next
- Email-to-ticket intake
- Agent workload view
- SLA breach reports
- Customer portal
Every major capability explained
Use this as a plain-language specification for what the Helpdesk area supports.
Ticket Queue
View and filter support tickets by queue, status, priority, category, project, owner, and SLA urgency.
Ticket Lifecycle
Create tickets with requestor context, priority, category, description, assignment, project link, and status progression.
SLA Policies
Configure first-response and resolution targets by priority, category, and project-specific override.
Quick Queue Filters
Use ready-made queue views for open, overdue, due today, unassigned, and priority-focused work.
Collaboration Records
Capture comments and attachments so support context remains attached to the ticket record.
Project Support Link
Optionally connect tickets and SLA rules to projects so delivery support can be monitored by engagement.
How to use this feature area
Follow these steps when setting up or operating this part of ERP Platform.
Create SLA policies for default priority targets and project-specific exceptions.
Create tickets with priority, category, requestor, project, and assignment context.
Use quick queue filters to focus on overdue, due today, unassigned, and urgent work.
Update status, comments, and attachments as support work progresses.
Review dashboard and SLA indicators to manage service performance.