Requests spread across channels
Some come to the sales rep, some to a technician’s phone, some to the general inbox. Nobody sees the full list.
Support ticketing system
ERPNext helpdesk for support teams
Manage customer tickets and service level agreements (SLAs) in the ERPNext helpdesk, and track response and resolution times.
Customer requests, answered and on record
Tickets and replies are kept in ERPNext, next to the customer’s orders, invoices and warranty claims.
Every request on record Linked to the customer An owner per ticket Response time reports
For support and after-sales teams
Support ticketing in ERPNext
A customer calls about a faulty device, then emails, then messages the sales rep. Three people hear the same complaint, and none of them knows when the customer last got an answer. The ERPNext helpdesk logs each request as a ticket with a status and an owner. Link it to the customer, and the team sees what was done and what is still waiting.
- Receive support requests and log them as tickets
- Assign an owner to every request and track its status
- Follow replies and actions until the ticket is closed
- Link the ticket to the customer and project
- Reports on recurring requests and support team performance
ERPNext: Support Ticket
Open
HD-2026-0187 Support ticket, May 15, 2026
Customer Sample Trading Co.
Issue type Device fault
Owner Support team
Priority High
Response time (SLA) Within SLA
Last reply to customer Solution sent, awaiting confirmation Owner: Support team
Every request logged
Linked to the customer
Faster team follow-up
Response time reports
An ERP support system for Saudi companies
We set up the ERPNext helpdesk for companies that want every customer request answered and traceable.
Support challenges
Where do support requests get stuck?
Most support teams lose requests in the same four places.
Slow replies to customers
A ticket without an assigned person waits in the queue, and so does the customer.
No clear owner
Two people chase the same complaint while another request goes untouched.
Recurring problems, no analysis
Without reports on repeat faults, management can’t tell what to fix in the product or service.
Core feature
ERPNext helpdesk features
What the helpdesk gives your team day to day, from the first email to the warranty repair.
- Issue tracking
Log each customer request as an Issue and move it from Open to Resolved to Closed.
- Linked to the customer
Each Issue carries the customer, the contact and, where relevant, the project.
- Requests assigned across the team
Assign every ticket to a person, by hand or with assignment rules.
- Reply tracking
Emails and comments stay on the ticket, where the whole team can read them.
- Open, overdue, closed
Set a Service Level Agreement per priority and see which tickets have missed it.
- After-sales and warranty
A fault on a product you sold goes on a Warranty Claim with the item, serial number and warranty status. A Maintenance Visit records the repair.
- Support reports
Ticket volume, recurring issue types and response times.
- Customers hear back sooner
With an owner and a response target on each ticket, fewer requests are forgotten.
ERPNext
Operations dashboard Live view
Issue tracking 92% ▲ +18%
Linked to the customer 48 ▲ +12%
Requests assigned across the team 3.5x ▲ +9%
Reply tracking 24/7 ▲ +7%
Performance indicator
JanFebMarAprMayJun
Key items
1 Issue tracking 92%
2 Linked to the customer 48
3 Requests assigned across the team 3.5x
4 Reply tracking 24/7
Status breakdown
- Issue tracking
- Linked to the customer
- Requests assigned across the team
- Reply tracking
Running customer support
ERPNext support, from request to resolution
Every request follows the same path: log the ticket, assign an owner, follow the replies, close it. Anyone who picks up the ticket can see where it stands.
Every request logged
Status, owner and next step are on the ticket, so there is no need to ask around.
Direct link to the customer
From the ticket, open the customer record and see what they raised before.
Replies and solutions on record
A manager reviewing a complaint reads the whole exchange in one place.
Reports on the backlog
Open tickets and repeat issue types point to where service is slow.
The support flow in ERPNext
1. Ticket Log the customer request as an Issue
2. Agent Assign the person who follows it up
3. Reply Keep replies and actions on the same ticket
4. Close Close the ticket once the issue is resolved
SLA targets for response and resolution by priority
Full reply history on every ticket
A named owner for every support request
After-sales on record warranty claims and repair visits
Implementation partner
Why IBAN for ERPNext helpdesk?
Turning on tickets is the easy part. Deciding how requests come in, who picks them up, what counts as urgent and when a fault needs a Warranty Claim takes more thought, and that is where we help.
Talk to an ERPNext expertStatuses and priorities that fit
Issue types, priorities, SLAs and permissions follow the way your support team already splits its work.
We start with your inbox
Before any setup, we look at how requests reach you today and which ones keep coming back.
Help after go-live
When an SLA or assignment rule needs changing, the IBAN team in Saudi Arabia handles it with you.
Context for every agent
Agents open the customer record from the ticket instead of hunting through old emails.
Your implementation plan with IBAN
How we get started
Customer tickets are on record from the day you go live.
Mapping your requests
We look at where requests come from, what kinds of tickets you get and who handles which.
Setup design
We define issue types, priorities, SLAs, assignment rules and permissions.
Build and connect
We set up the helpdesk, link tickets to customers and contacts, and add Warranty Claims if you service products.
Training and go-live
Your team practices logging tickets, replying from ERPNext and closing requests.
FAQ
ERPNext helpdesk FAQs
Is the ERPNext helpdesk a good fit for Saudi companies?
Yes, if you want every customer request logged with its replies and a status the whole team can see.
Can support tickets be logged in ERPNext?
Yes. Each request becomes an Issue with a status, priority, owner and reply history, and it is closed once resolved.
Can a ticket be linked to a customer or a device?
A ticket links to the customer and contact, so the team sees past requests and what was done. Devices are tracked separately: a Warranty Claim records the item, its serial number and warranty status.
Does ERPNext help manage the support team?
Yes. You assign requests to people and track open, overdue and closed tickets, so everyone knows what they own.
Can we track recurring customer issues?
Yes. Support reports show which requests recur and which kinds of issues point to a product or service problem.
Contact us
Tell us about your project.
Pick the service you need, leave your details, and we will get back to you shortly.
Track every support ticket to closure
We set up the helpdesk around the way your team works, so each request has an owner, a deadline and a reply history.
The complete ERPNext system
Explore other ERPNext modules
Tickets draw on customer records from CRM, and warranty claims on the items and serial numbers from Inventory.