Operations
Customer Service ERP Module
Log support tickets, enforce SLAs, route escalations, and analyze resolution performance.
Book a demo of Customer ServiceModule overview
Dedicated customer service and incident-management engine. Categorize incidents, route breaches through configurable escalation groups, enforce SLA response and resolution targets by priority, and analyze ticket volume and agent performance.
Real-Time
SLA Adherence
100%
Escalation Visibility
Popular for
Customer Support TeamsService DesksOperations Managers
Core strategic benefits
- Resolve customer issues faster with enforced SLA escalation paths
- Give managers visibility into agent performance and ticket aging
- Turn recurring incident categories into product and process improvements
Capabilities & functional features
- Incident/ticket logging with configurable categories & types
- SLA response & resolution targets by priority, with automatic escalation groups
- Rejection-reason tracking for quality control on closed tickets
- Incident time-analysis and agent (user) performance reports
- SLA compliance and breach reporting, plus detailed ticket reports
- Full audit trail from ticket creation through resolution, with a dedicated audit report
Related modules
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Manufacturing
Production planning, Bill of Materials (BOM), work orders, and shop floor control.
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