> ## Documentation Index
> Fetch the complete documentation index at: https://docs.bizaxl.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Customer Helpdesk
> How to manage customer complaints, queries, and support requests in your dry fruit business using the built-in helpdesk ticket system.
When customers call about a wrong delivery, a quality complaint, or a billing query, every interaction needs to be captured and resolved promptly. The Helpdesk feature gives your support team a structured system to log every customer issue, assign it to the right person, track it to resolution, and ensure nothing falls through the cracks.
***
## Who Uses This Feature
| Role | What They Do |
| ------------------- | -------------------------------------------------------------- |
| **Support Agent** | Receives tickets, communicates with customers, resolves issues |
| **Support Manager** | Monitors ticket queue, assigns tickets, reviews SLA compliance |
| **Sales Executive** | May raise a ticket on behalf of a customer after a call |
| **Business Owner** | Reviews helpdesk reports to identify recurring problems |
***
## Before You Start
To use the helpdesk you need:
* Support agents set up with the correct role
* Teams configured if you have multiple support groups
* Ticket Types defined (e.g., Delivery Issue, Quality Complaint, Billing Query, Return Request)
* At least one Service Level Agreement (SLA) configured with response and resolution time targets
***
## How Tickets Are Received
Customers can reach your support team through:
* **Phone call**: the agent logs the ticket manually during or after the call
* **Email**: if an email inbox is connected to the helpdesk, incoming emails automatically create tickets
* **Manual creation**: any team member can create a ticket directly in the system
***
## Step 1: Create a Ticket
1. Go to **Helpdesk workspace** from the navigation
2. Click **New Ticket** (or the system creates it automatically from an email)
3. Fill in:
| Field | What to Enter |
| --------------- | --------------------------------------------------------------- |
| **Subject** | A brief, clear description of the issue |
| **Raised By** | The customer's name or email address |
| **Ticket Type** | The category of issue (Delivery Issue, Quality Complaint, etc.) |
| **Priority** | Low, Medium, High, or Urgent |
| **Description** | Full details of the customer's complaint or query |
4. Save the ticket - it is now Open and visible in the queue
***
## Step 2: Assign the Ticket
The Support Manager assigns the ticket to the right agent:
1. Open the ticket
2. Set the **Assignee** to the agent responsible
3. Set the **Team** if the issue needs a specific group (e.g., Accounts team for billing issues, Warehouse team for delivery issues)
If **Assignment Rules** are configured, the system assigns tickets automatically based on ticket type, round-robin rotation, or workload.
***
## Step 3: Communicate with the Customer
From the ticket, the agent can:
* Add **Comments** (internal notes visible only to the team)
* Send a **Reply** to the customer by email (if email is configured)
* Log the resolution steps taken
All communication is recorded in the ticket timeline, so any team member can see the full history when picking up a ticket.
***
## Step 4: Resolve and Close the Ticket
When the issue is resolved:
1. Change the ticket status to **Resolved**
2. Add a note describing what was done to resolve it
3. The customer can reopen the ticket if the resolution was not satisfactory
4. Once confirmed resolved, mark it as **Closed**
***
## Service Level Agreements (SLA)
An SLA defines how quickly your team must respond to and resolve tickets. For example:
| Priority | First Response Time | Resolution Time |
| -------- | ------------------- | --------------- |
| Urgent | 1 hour | 4 hours |
| High | 4 hours | 1 business day |
| Medium | 8 hours | 2 business days |
| Low | 24 hours | 5 business days |
When a ticket breaches its SLA (response or resolution time has passed without action), it is flagged as **Failed** in the SLA column. The Support Manager can see all SLA breaches in the ticket list.
To set up SLAs, go to **Helpdesk workspace → Ticket Configuration → Support Policy**.
***
## Helpdesk Reports
### Ticket Analytics
Shows ticket volume, resolution times, and agent performance. Use it in your weekly support review to track:
* How many tickets were received this week vs last week
* Average time to first response
* Average resolution time
* SLA compliance rate
Go to: **Helpdesk workspace → Reports → Ticket Analytics**
### Ticket Summary
A quick snapshot of current ticket status: how many are Open, Replied, Resolved, and Closed. Breaks down by team or agent.
Go to: **Helpdesk workspace → Reports → Ticket Summary**
***
## Common Ticket Types for a Dry Fruit Business
| Ticket Type | Common Causes | Typical Resolution |
| --------------------- | ------------------------------------------------ | --------------------------------------------------------- |
| **Delivery Issue** | Wrong item, short quantity, late delivery | Check Delivery Note, arrange replacement or credit note |
| **Quality Complaint** | Product is stale, insect damaged, or mislabelled | Check batch records, initiate return, process credit note |
| **Billing Query** | Invoice amount is wrong, GST is incorrect | Check Sales Invoice, issue amended or credit note |
| **Return Request** | Customer wants to return unsold stock | Initiate return process, create Sales Return |
| **Pricing Dispute** | Customer quotes a different price | Check agreed price list and sales order |
| **Order Status** | Customer asking where their delivery is | Check Delivery Note and e-Waybill status |
***
## Best Practices
* Log every customer interaction as a ticket, even if it is resolved on the spot during a phone call. This builds a history that helps identify patterns (e.g., one supplier's products generating frequent quality complaints)
* Assign a Ticket Type to every ticket. Ticket Type data in the analytics report helps you identify which categories of issues are most common and where to focus improvement effort
* Review SLA compliance weekly with your support team. Consistently missed SLAs indicate either understaffing or unclear escalation procedures
* For quality complaints, always check the batch number in the customer's complaint and link the ticket to the relevant batch. This helps you identify if a problem is isolated or affects multiple customers
***
## Troubleshooting
**Incoming customer emails are not creating tickets automatically.**
The Email Account for inbound support emails may not be configured. Go to **Helpdesk workspace → Channels → Email Account** and set up the email integration.
**An agent cannot see the tickets assigned to them.**
Check the agent's role permissions. They need the Helpdesk Agent role assigned in their User settings.
**SLA time is not being calculated correctly.**
Check that the SLA is linked to the correct Ticket Type. SLA timers only run during the configured working hours, so ensure the working hours are set correctly in the SLA settings.
***
## Related Features
* [Sales](./sales) - Order and invoice context for billing queries
* [Inventory Management](./inventory) - Batch information for quality complaints
* [Telephony](./telephony) - Logging calls related to support tickets