ERPNext Support Module
What the ERPNext support module gives you
Issue tracking
Every email to support becomes a ticket with owner, priority and full conversation history.
SLA policies
Response and resolution clocks by customer or priority, with escalations before breaches happen.
Assignment rules
Round-robin or load-based routing puts tickets with the right agent automatically.
Maintenance visits
Schedule field visits, record work done and capture customer sign-off against the ticket.
Warranty & AMC
Check serial-number warranty and contract status before committing engineers or parts.
Service reports
First-response times, resolution rates and ticket volumes by agent, team and customer.
Also included
How ERPNext support works in practice
A customer writes to support@; a ticket opens with the SLA clock already running and the customer’s items, warranties and past issues one click away. The agent resolves it or books a maintenance visit; parts consumed on site issue from stock and bill if the contract says so. Managers watch queues and breach risks on live dashboards instead of asking for Friday summaries, and repeat-offender products become visible in the data.
Service that closes the loop
Because support shares the platform with sales and inventory, warranty checks, spare parts and billing need no swivel-chair work. Explore the ERPNext platform, our implementation service, or the official ERPNext documentation.
Frequently asked questions
Can ERPNext support create tickets from email?
Yes — a support inbox converts incoming mail to tickets automatically, threading replies into the same issue.
Does it track SLA compliance?
Response and resolution SLAs run per policy with visible timers, escalations and breach reporting.
Can field service engineers use it?
Maintenance visits capture schedules, work notes and completion status — usable from a phone on site.