Support Module - ERPNext

Overview

The Support module helps you manage customer service operations effectively. Track customer issues, manage warranties, maintain service level agreements, and analyze support performance.

Key Features

Issue Management

Streamline customer support operations:

Multi-Channel

Email integration
Web portal
Phone support
Manual entry

Tracking

Status tracking
Priority management
SLA monitoring
Resolution tracking

Core Doctypes

Issue

The central record for customer support tickets.

# From issue.py
class Issue(Document):
    status: Literal[
        "Open",
        "Replied",
        "On Hold",
        "Resolved",
        "Closed"
    ]
    agreement_status: Literal[
        "First Response Due",
        "Resolution Due",
        "Fulfilled",
        "Failed"
    ]

Issue Details:

Subject and description
Customer/lead linkage
Priority (Low, Medium, High, Critical)
Issue type
Status tracking
Raised by (customer email)
Opening date and time
Resolution details

SLA Tracking:

Service Level Agreement
First response time
Resolution time
Response by date
SLA status
On hold time

Issues can be automatically created from customer emails when email integration is configured.

Service Level Agreement (SLA)

Define and enforce service commitments.SLA Components:

Customer/customer group
Priority levels
Response time targets
Resolution time targets
Service days and hours
Holiday calendar
Support team

Priority Configuration:

Define multiple priorities
Set response time for each
Set resolution time for each
Different SLAs for different priorities

Working Hours:

Define support hours
Set working days
Link holiday list
SLA time calculated only during working hours

Warranty Claim

Track warranty-related service requests.Warranty Details:

Serial number linkage
Issue date
Complaint description
Resolution details
Service person assignment
Status (Open, Work in Progress, Completed, Cancelled)

Warranty Validation:

Check serial number warranty
Verify warranty expiry
AMC/CMC verification
Warranty terms

Service Tracking:

Visited date
Service address
Resolution date
Customer feedback

Issue Type

Categorize issues for better tracking.Common Issue Types:

Technical Issue
Billing Query
Feature Request
Bug Report
Product Inquiry
Complaint
Service Request

Benefits:

Better routing
Type-wise analysis
Specialized handling
Performance metrics

Email Integration

Automate issue creation from emails:

Email Account Setup

Configure Email Account

Set up support email in ERPNext

Enable Issue Creation

Configure to create issues from emails

Auto-Reply

Set up acknowledgment templates

Thread Tracking

Maintain email conversation in issue

Email Features

Auto-creation: Issues created from incoming emails
Threading: Replies linked to same issue
Customer detection: Auto-link to customer
Auto-assign: Route to support team
Email templates: Standardized responses

Configure [email protected] to automatically create and track issues from customer emails.

Service Level Agreements (SLA)

Manage customer expectations:

SLA Setup

Configuration:

Define service priorities
Set response and resolution times
Configure working hours
Link holiday calendar
Apply to customers/groups

SLA Monitoring

Response Time

First response SLA
Time to first reply
Auto-alerts on breach
Team performance

Resolution Time

Time to resolve
Resolution SLA
Breach notifications
Escalation rules

SLA Status

First Response Due: Awaiting initial response
Resolution Due: Resolution time running
Fulfilled: Met SLA targets
Failed: Breached SLA

On Hold Time

Pause SLA when waiting for customer:

Pause reasons: Waiting for customer response
On hold tracking: Time spent on hold
SLA calculation: Excludes hold time
Resume: Auto-resume on customer reply

SLA timers only count time during configured support hours, excluding holidays and non-working days.

Issue Assignment

Route issues to the right team:

Auto-Assignment

Assignment Rules:

Round-robin distribution
Based on issue type
Based on customer
Based on priority
Load balancing

Manual Assignment

Assign to user/team
Reassign if needed
Assign via email
Bulk assignment

Customer Portal

Empower customers with self-service:

Portal Features

Create Issues

Submit new issues
Attach files
Track submission

Track Issues

View all issues
Check status
Read responses
Add comments

Knowledge Base

Reduce support volume with self-help:

FAQs
How-to articles
Video tutorials
Documentation links
Search functionality

Priority Management

Prioritize support requests:

Priority Levels

Priority	Response Time	Resolution Time	Use Case
Low	48 hours	7 days	General inquiries
Medium	24 hours	3 days	Standard issues
High	4 hours	1 day	Important problems
Critical	1 hour	4 hours	System down

Priority Rules

Auto-priority based on keywords
Customer-specific priorities
Escalation rules
Priority override

Set appropriate response and resolution times for each priority level based on your support capacity.

Support Analytics

Measure and improve support performance:

Issue Summary

High-level support metrics:

Total issues
Status distribution
Priority breakdown
Average resolution time
SLA compliance rate

Issue Analytics

Detailed issue analysis:

Time-series trends
Issue type distribution
Customer-wise issues
Agent performance
Resolution patterns

First Response Time for Issues

Track response speed:

Average first response time
Agent-wise response times
Response time trends
SLA compliance
Best and worst performers

Support Hour Distribution

Analyze support patterns:

Hour-wise issue volume
Peak support hours
Team capacity planning
Shift optimization

Warranty Management

Track warranty and service contracts:

Serial Number Integration

Warranty tracking: Link to serial numbers
Expiry alerts: Notify before warranty ends
AMC/CMC: Annual/comprehensive maintenance contracts
Service history: Complete service record

Warranty Claims Process

Customer Reports Issue

Customer contacts support with serial number

Verify Warranty

System checks warranty status automatically

Create Warranty Claim

If valid, create warranty claim

Schedule Service

Assign service person and schedule visit

Resolve & Close

Complete service and close claim

Issue Resolution

Track resolution process:

Resolution Workflow

Issue received: Customer reports problem
Acknowledged: Auto-response sent
Investigating: Team analyzes issue
In progress: Working on solution
Resolved: Solution provided
Closed: Customer confirms resolution

Resolution Details

Resolution description: How issue was resolved
Resolution date: When resolved
Resolution time: Total time taken
Customer satisfaction: Feedback rating

Communication History

Maintain complete interaction record: Tracked Communications:

Email threads
Phone calls
Comments
Status changes
Assignment changes
Attachments

Timeline View:

Chronological display
All interactions visible
Complete context
Audit trail

Support Settings

Configure support operations:

Setting	Description
Issue Closing Status	Status that closes issue
Close Issue After Days	Auto-close resolved issues
Search Source for Help	Knowledge base integration
Email Template	Default email responses
Support Portal	Enable customer portal

Issue Templates

Standardize responses: Template Types:

Acknowledgment emails
Resolution templates
Follow-up messages
Closing notifications
SLA breach alerts

Escalation Rules

Automate issue escalation:

Escalation Triggers

Time-based: If not resolved in X hours
SLA breach: When SLA violated
Priority-based: High priority auto-escalate
Customer-based: VIP customer escalation

Escalation Actions

Assign to manager
Increase priority
Send notifications
Create task

Configure escalation rules to ensure critical issues get immediate attention.

Support Team Management

Team Structure

Support manager: Team lead
Support agents: Front-line team
Specialists: Technical experts
Escalation contacts: Senior support

Capacity Planning

Track agent workload
Monitor queue length
Balance assignment
Identify bottlenecks

Integration with Other Modules

CRM Integration

Link issues to leads
Track customer issues
Support history in CRM
Issue-to-opportunity

Sales Integration

Link to sales orders
Product-specific issues
Delivery issues
Invoice queries

Projects Integration

Project-related issues
Implementation support
Delivery issues
Milestone dependencies

Key Metrics

Track support performance:

# Important KPIs
First Response Time = Time from creation to first reply
Average Resolution Time = Total resolution time / Number of issues
SLA Compliance = (Issues within SLA / Total issues) × 100
Customer Satisfaction = Average rating from customers
Issue Backlog = Number of open issues
Reopened Issues = Issues reopened after closure

Support Workflow

Standard Support Flow

The Support module helps you deliver excellent customer service with efficient issue tracking, SLA management, and comprehensive analytics.

Getting Started

Core Modules

Setup & Configuration

Features

​Overview

​Key Features

​Issue Management

Multi-Channel

Tracking

​Core Doctypes

​Email Integration

​Email Account Setup

​Email Features

​Service Level Agreements (SLA)

​SLA Setup

​SLA Monitoring

Response Time

Resolution Time

​SLA Status

​On Hold Time

​Issue Assignment

​Auto-Assignment

​Manual Assignment

​Customer Portal

​Portal Features

Create Issues

Track Issues

​Knowledge Base

​Priority Management

​Priority Levels

​Priority Rules

​Support Analytics

​Warranty Management

​Serial Number Integration

​Warranty Claims Process

​Issue Resolution

​Resolution Workflow

​Resolution Details

​Communication History

​Support Settings

​Issue Templates

​Escalation Rules

​Escalation Triggers

​Escalation Actions

​Support Team Management

​Team Structure

​Capacity Planning

​Integration with Other Modules

​CRM Integration

​Sales Integration

​Projects Integration

​Key Metrics

​Support Workflow

​Standard Support Flow

Build docs developers (and LLMs) love

Overview

Key Features

Issue Management

Core Doctypes

Email Integration

Email Account Setup

Email Features

Service Level Agreements (SLA)

SLA Setup

SLA Monitoring

SLA Status

On Hold Time

Issue Assignment

Auto-Assignment

Manual Assignment

Customer Portal

Portal Features

Knowledge Base

Priority Management

Priority Levels

Priority Rules

Support Analytics

Warranty Management

Serial Number Integration

Warranty Claims Process

Issue Resolution

Resolution Workflow

Resolution Details

Communication History

Support Settings

Issue Templates

Escalation Rules

Escalation Triggers

Escalation Actions

Support Team Management

Team Structure

Capacity Planning

Integration with Other Modules

CRM Integration

Sales Integration

Projects Integration

Key Metrics

Support Workflow

Standard Support Flow