AI Helpdesk
- In one line
- Support that triages itself
- Capabilities
- 6, shipped together
- Installs onto
- A running ERPNext instance
Support teams are rarely slow for lack of effort. They are slow because triage is manual.
The same twenty questions arrive every week, and the answer already exists where nobody can find it. So routing happens on arrival, replies are drafted from your own resolved history, and a portal absorbs the repeats before they reach an agent.
What the module actually does
AI classification and routing, replies drafted from your own knowledge base, SLA escalation and a branded customer portal.
- 01
Classification and routing
Type, priority and department decided on arrival, then routed by expertise and workload — not by who is watching the inbox.
- 02
Draft replies
Drafted from your knowledge base and previously resolved tickets, for an agent to adjust rather than compose.
- 03
Multi-channel inbox
Email, web forms, chat, WhatsApp and phone in one queue. Notes, mentions, merging and dependency links keep two agents off one ticket.
- 04
Portal and knowledge base
Branded self-service to raise tickets, track status and search articles, no ERP login. Tracking shows which articles actually resolve issues.
- 05
SLA escalation
Response and resolution targets by priority, escalating while a ticket is at risk rather than after it breaches.
- 06
Analytics
First response and resolution time, satisfaction, agent performance, volume trends — and the recurring themes underneath them.
What changes once it is in
Ranges reported by clients running it, not laboratory figures. Where you land depends mostly on where you are starting from.
- Average response time down around 65%
- Satisfaction from roughly 75% to 92%
- Around 40% more tickets, same team
- Resolution time down around 50% on accurate routing
- First-contact resolution from roughly 60% to 85%
- Ticket volume down around 30% through self-service
Where it earns its place
The operations this module was built around. If yours is not on the list, it is worth fifteen minutes to find out why.
- 01
Software and SaaS companies supporting customers at scale
- 02
E-commerce order and returns queries
- 03
IT service providers with multi-client desks
- 04
Healthcare providers managing patient enquiries
- 05
Educational institutions supporting students and parents
- 06
Internal IT and HR service desks
Extends ERP Customer, Issue and Communication. Connects to email, chat platforms, WhatsApp Business and CRM.
Installed on your instance or on ours, from a staging copy first, with the upgrade path and the way back written down before anything touches live.
Ask about your setupSee AI Helpdesk running on your own data
We put the module on a staging copy of your instance and walk your team through it on records they recognise. If it is the wrong answer for you, we will say so on that call.