Support

Issues, SLAs and warranty and maintenance contracts.

The ERPNext Support module organises customer requests and service visits. Tickets are linked to customer, contract and serial number, so the team instantly sees what the customer bought and which commitments apply. For larger service teams, Frappe Helpdesk is available as a standalone app with an agent interface.


Tickets and service level agreements

Tickets come from emails, web forms or the customer portal. They are assigned by priority and team. Service level agreements define response and resolution times and show when a deadline becomes critical.


Warranty and maintenance contracts

Warranty claims are checked via the serial number: purchase date, warranty end and contract are visible at once. Maintenance contracts schedule regular visits and record the results.

Service visits and billing

Maintenance visits record technician, date and work done. Chargeable services and spare parts are billed via sales order or invoice.

Reporting

Reports show ticket volume, resolution times and SLA compliance per team, customer or topic.


How it connects to other modules

  1. Selling and Stock: Serial numbers link ticket, delivery and warranty.
  2. CRM: Tickets are visible on the customer next to orders and communication.
  3. Projects: Larger service jobs run as projects with time tracking.
  4. Website: Customers create and track tickets in the portal.


Frequently asked questions

What is the difference between ERPNext Support and Frappe Helpdesk? The Support module is part of ERPNext and closely linked to customers, serial numbers and contracts. Frappe Helpdesk is a standalone app with its own agent interface, knowledge base and customer portal for larger service teams.

Can emails become tickets automatically? Yes. A connected mailbox creates tickets from incoming messages; replies land in the same ticket.

How are response times monitored? Via service level agreements with deadlines per priority. The ticket shows when the deadline expires or has been missed.

Can customers view their own tickets? Yes. In the customer portal, customers create tickets and track their status.

How are warranty claims checked? Via the serial number: it shows delivery date, warranty end and any maintenance contract.