A ticket that knows what the customer bought.
Issues sitting beside the orders, deliveries, serial numbers, and invoices they are about, with service level agreements that measure response and resolution against real support hours. A warranty claim starts from the unit that was delivered, not from a description of it.
6 feature areas·13 record types·SLA against real support hours
What is inside the Support module.
Six areas, from the ticket arriving to the scheduled visit that fixes it. Because support and the ledger are the same system, an agent can see what was sold, when, and whether it is still under warranty.
Issues
The ticket, and everything it already knows.
Issue record
Customer, contact, type, priority, status, owner, and description, with the raised-by email address matched back to the contact automatically.
Created from anywhere
An inbound email to a support address, the customer portal, the website form, or entered directly — all producing the same record.
Threaded communication
Every reply in and out held against the issue, with the customer's replies matched back to the thread rather than starting new tickets.
Linked to the transaction
The sales order, delivery note, invoice, serial number, project, or asset the issue concerns, so context is a link rather than a retelling.
Issue types and priorities
Named records rather than free text, which is what makes the analytics worth reading.
Assignment and teams
Assigned to a person or a team by rule, appearing on their own list with the due time visible.
Splitting an issue
One ticket carrying two problems split into two, with the correspondence divided rather than duplicated.
Service level agreements
Promises measured against the clock you actually work to.
Named agreements
An SLA per customer, customer group, territory, or as a default, with its own validity dates and priorities.
Response and resolution targets
A separate first-response time and resolution time per priority, so an urgent ticket is not measured like a routine one.
Support hours
Working windows per weekday and a holiday list, so the clock does not run overnight or over a bank holiday and produce a meaningless breach.
Agreement status
Ongoing, fulfilled, failed, or paused, computed on the ticket rather than in a report at the end of the month.
Hold state
Waiting on the customer pauses the clock, with the hold time recorded, which is the only way a breach figure survives an argument.
First response time
Measured from creation to the first outbound reply, per agent, team, and priority.
Escalation
Approaching and breached targets escalating to a named person on a set delay, rather than being noticed afterwards.
Warranty and contracts
What you owe a customer, and until when.
Warranty claims
Raised against a serial number, carrying its item, delivery date, warranty expiry, and the customer it went to.
Warranty and AMC expiry
Held on the serial number from the delivery, so entitlement is a lookup rather than a search through paperwork.
Maintenance contracts
An AMC period per serial number with its own expiry, reported on so renewals are raised before they lapse.
Contracts
A contract record with a party, dates, fulfilment terms, and a signature, referenced by the tickets it covers.
Chargeable against non-chargeable
Decided from entitlement on the record, so an out-of-warranty visit is invoiced rather than absorbed by accident.
Field service
When fixing it means going there.
Maintenance schedules
Planned visits per serial number over a period with their own periodicity, generating the visit dates ahead.
Maintenance visits
The visit itself with the work done, the items serviced, the person who went, and the customer's feedback recorded.
Parts consumed
Stock issued on the visit, valued from the stock ledger and charged or absorbed according to entitlement.
Visit from an issue
Raised directly from the ticket that needed it, keeping the link between the problem and the attendance.
Completion status
Fully completed, partially completed, or unsatisfactory, on the record, which is what a follow-up report is built from.
Self-service
The tickets that never have to be raised.
Customer portal
Customers raise and follow tickets under the same login they use for orders and invoices, governed by the same permission system.
Knowledge base
Published articles by category, searchable, with the article a ticket was resolved by recorded on it.
Order and invoice visibility
Because it is one system, a customer checking a delivery date does not need to open a ticket at all.
Email and web forms
Support addresses and site forms creating issues directly, with the source recorded.
Where the agents sit
The support work that is triage, drafting, and watching the clock.
Triage and routing
An arriving ticket classified, linked to the customer's orders and serials, checked for entitlement, and routed by rule and priority.
Draft replies from records
Answers drawn from the customer's own orders, deliveries, and invoices, naming the documents used, offered to an agent rather than sent.
Breach watch
Tickets approaching a response or resolution target raised before the breach, with the hold time already accounted for.
Renewal and expiry prompts
Warranties and maintenance contracts approaching expiry surfaced with the customer's history attached.
Limits and approval
An agent may triage and draft. Sending to a customer, issuing a credit, and committing a site visit are named people's decisions.
One pass through support, end to end.
- 01
Arrive
A ticket is created from email, portal, or form. The contact is matched, the customer's orders and serial numbers are linked, and entitlement is checked.
- 02
Commit
The applicable SLA sets a response and resolution target for that priority, measured against real support hours — and paused while you are waiting on the customer.
- 03
Resolve
Correspondence threads onto the issue. Where the fix needs attendance, a maintenance visit is raised with parts issued from stock and charged by entitlement.
- 04
Close and read
The ticket closes against its agreement status, and response time, breach rate, and failure patterns are read from the tickets rather than reconstructed.
The switches that decide how it behaves here
- Default service level agreement
- Applied where a customer has none of their own
- Support hours
- Working windows per weekday, plus a holiday list
- Hold pauses the clock
- On, with hold time recorded on the ticket
- Escalation
- To a named person, on a set delay before breach
- Track first response
- Measured from creation to first outbound reply
- Portal ticket raising
- On, under the same login as orders and invoices
- Close after days of inactivity
- Automatic, or left to an agent
- Assignment rule
- By team, priority, or round robin
Every document this module keeps.
Issue
The ticket, linked to the transaction it concerns.
Issue Type / Issue Priority
Named records, which is what makes analytics meaningful.
Service Level Agreement
Targets per priority, with support hours and a holiday list.
Service Level Priority
Response and resolution time for one priority band.
Warranty Claim
A claim against a serial number, with its entitlement.
Serial No
Where warranty and AMC expiry actually live.
Maintenance Schedule
Planned visits per serial over a period.
Maintenance Visit
The attendance, with work done, parts, and feedback.
Contract
Party, dates, fulfilment terms, and a signature.
Communication
Each inbound and outbound message on the thread.
Stock Entry
Parts consumed on a visit, valued from the ledger.
Sales Invoice
The charge, where entitlement says the work is chargeable.
Support Settings
The company-level switches for ticketing behaviour.
Reports that ship with it, not ones you commission.
- Issue Summary
- Open, resolved, and overdue by type, priority, team, and customer.
- Issue Analytics
- Volume by type and product over periods, charted.
- First Response Time for Issues
- Time to first reply by agent, team, and priority.
- SLA Breach Summary
- Fulfilled against failed, with hold time excluded.
- Support Hours
- Load by hour and weekday, for staffing the desk.
- Serial No Warranty Expiry
- Units approaching or past warranty and AMC expiry.
- Maintenance Schedules
- Visits due, by customer, serial, and date.
- Maintenance Visit Summary
- Completion status and feedback across visits.
- Item-wise Sales History
- What was sold to a customer, for entitlement questions.
- Gross Profit
- Margin on chargeable service work, against real cost.
Next step