Customer Service Management
Every customer issue tracked. Every response accountable. Every ticket resolved faster.
Keep every customer issue visible, accountable and under control. OpenCRM Helpdesk gives your team a single place to capture, manage and resolve customer enquiries, support requests and service issues. Automatically create tickets from emails, assign work to the right people, track progress against service targets and maintain a complete history of every interaction.
With real-time visibility into workloads, response times and outstanding cases, your team can deliver faster support, improve customer satisfaction and ensure nothing falls through the cracks.
HelpDesk Software at the Heart
At the heart of our customer service management suite is the HelpDesk module. Fully integrated with your CRM system, it gives every member of your team visibility of both open and closed Tickets.
Because Tickets are linked directly to the relevant Contact and Company records, your team can instantly access the complete customer history, providing the context they need to deliver faster, more informed support and service.
Auto-Emailing with One Click
Automatically send customised email notifications whenever a new Ticket is created, with different email templates available for different Ticket types.
Your support team can also send pre-configured responses, including your personalised “Ticket Closed” email, with a single click.
Managing your Service Level Agreements (SLA)
Configure service level agreements (SLAs) with ease, whether they apply across your organisation or are tailored to individual customer contracts. Different response and resolution targets can be defined for each Ticket priority or severity level, helping you deliver the right level of service every time.
To keep your team on track, OpenCRM automatically alerts users when a Ticket approaches an SLA deadline and sends additional notifications if the target is missed. This ensures issues are prioritised appropriately and helps maintain high service standards.
Details at a Glance
At a glance, the HelpDesk dashboard provides a clear overview of your support team’s workload and performance. The visual status chart shows how many Tickets are open, closed, HOT, or in any other status you define, helping you identify priorities and monitor activity in real time.
Because every business works differently, Ticket statuses can be fully customised to match your own support processes and terminology.
A convenient sidebar widget also shows which team members are currently signed in to the support desk, giving you instant visibility into agent availability and coverage.
Integrated Time Management
Easily see how much time has been spent on a particular Ticket, how long it has been open, and how quickly your team responded to the initial request.
Although you could create a Report, the aggregated figures appear on linked contracts. So you can see how much time has been spent on each. Giving you that high-level overview of which customers require the most attention.
Customer Service Portal
Empower your customers with 24/7 access to their own Customer Portal. They can log Tickets, monitor ongoing support requests, contribute additional information, and access their full support history without contacting your team.
In addition, the portal serves as a central hub for customer account management, allowing users to view sales orders, quotes, and invoices, update their contact details, and access key business information whenever needed.
Linked FAQ Library
Build a searchable library of helpful articles and answers using the OpenCRM FAQ module. Customers can quickly access the information they need, while your team benefits from a single source of trusted knowledge.
When responding to support requests, agents can include direct links to relevant FAQ articles within HelpDesk Tickets, encouraging self-service and improving response efficiency.
Helpdesk software helps businesses manage customer enquiries, support requests, and service issues from a central location. It provides a structured way to track, prioritise, and resolve customer tickets whilst maintaining a complete history of interactions.
Helpdesk software helps support teams respond more consistently by organising customer requests, tracking service levels, automating routine tasks, and ensuring that no customer enquiry is overlooked.
Yes. Our helpdesk software allows multiple team members to work from the same customer records and ticket queues, providing visibility, accountability, and improved collaboration across your support team.
A CRM helpdesk solution should provide ticket management, customer history, workflow automation, reporting, service-level management, and integration with the rest of your business processes, so that all of your teams have complete visibility into every customer relationship.
No, OpenCRM subscriptions are based around the accepted principle of Pay As You Go. In other words, you pay a monthly subscription in advance and can cancel at any time.
