Unified support.
Exceptional resolution.
Never let an issue slip through the cracks. Solutions Helpdesk brings status, priority, and SLA management together in one lightning-fast, unified interface.
Built natively on the modern Frappe Helpdesk framework, our platform offers a highly responsive Single Page Application (SPA) experience. Manage customer expectations, assign issues, and track resolutions without per-seat licensing friction.
Central ticket registry &
surgical agent views.
Unify your support workflow. Solutions Helpdesk provides agents with a consolidated, single-page view of every issue, complete with history, SLA timers, and exact customer profiles.
- Omnichannel Creation & Defaults Receive incoming support requests seamlessly from emails or your dedicated Customer Portal. Upon creation, tickets are automatically assigned default statuses, priorities, SLAs, and types.
- Rich Investigation Interface Empower your agents. The unified ticket page lists full client contact info, rich descriptions, previous threads, live internal notes, and visual SLA countdowns.
Business Benefit: Move away from chaotic email boxes and manual response tracking. Resolve disputes instantly with ironclad, system-recorded SLAs, keeping your support team efficient and your customers perfectly informed.
Enforce measurable
SLA commitments.
Maintain absolute control over your service standards. Set up automated Service Level Agreements (SLAs) with distinct metrics, target times, and clear escalation paths.
- Granular SLA Policies & Metrics Configure powerful SLA rules based on customer tiers, support types, or priorities. Define precise target times for First Response and Full Resolution.
- Proactive “SLA Due” Dashboards Equip your managers and team leads with live dashboards highlighting tickets near breach or already exceeded, preventing service delivery failures.
Business Benefit: Build trust through transparency. Whether you are managing strict B2B client contracts or internal IT service standards, automated SLA tracking guarantees high service quality and measurable operational performance.
“Resolving support tickets within strict SLA timers is a great achievement, but what about the knowledge needed to solve them? Our Knowledge Base integration empowers your agents to convert solved tickets into helpful articles with a single click.”
Explore Knowledge Base
In-ticket e-mail
& Saved Replies.
Consolidate all customer threads inside the ERP ecosystem. Respond, follow up, and resolve issues from a single dashboard—keeping your entire communication history clean and fully auditable.
- Direct “Reply” Interface Send professional emails directly from the Ticket screen. Incoming client replies flow straight back into the ticket’s chronological activity feed automatically.
- Dynamic Saved Replies Build consistent, professional template libraries for repetitive queries. Leverage powerful Jinja variables to automatically inject the contact’s name, ticket ID, or SLA status.
Business Benefit: Keep your support standard completely unified across all agents. Drastically reduce response times for common inquiries, while ensuring full corporate compliance and operational transparency in every email thread.
Empower clients with a
frictionless Customer Portal.
Deliver absolute transparency to your B2B customers. Let contacts log in securely to raise, track, and manage their support tickets without clogging your inbox.
- Direct Tracking & Autonomy Give B2B partners an intuitive interface to verify active ticket statuses, response history, and resolution metrics in real-time, removing L1 status chase-ups.
- AI-Powered Ticket Deflection Deflect tickets before they are raised. As clients type their issue subject, the portal automatically suggests highly relevant Knowledge Base articles to guide them to instant self-resolution.
Business Benefit: Drastically reduce support volume and overheads. Customers solve recurring issues themselves using your pre-published SOPs and guides, liberating your agents to focus on high-priority tickets.
Intelligent routing &
balanced team queues.
Eliminate manual ticket sorting bottlenecks. Solutions Helpdesk automatically routes incoming requests to the perfect agent or specialised team based on category, priority, or product type.
- Powerful Condition Builders Build complex assignment logic with ease. Combine multiple parameters—such as customer tier, language, and ticket source—to instantly trigger targeted round-robin routing rules.
- Collaborative Teams & Custom Views Group your agents into collaborative teams with dedicated roles and workload thresholds. Leverage tailored custom views such as “Recently Assigned,” “Pending,” or “SLA Due” to streamline daily agent workflows.
Business Benefit: Radically slash first response times and prevent agent burnout. By distributing ticket loads evenly and routing complex technical requests directly to subject-matter experts, you secure faster resolution rates and peak team efficiency.
One ecosystem for
your entire business.
Helpdesk is just the gateway. SolutionsInc provides a fully integrated digital landscape where client tickets, technical wiki resources, project tasks, and invoicing operate in total synchronisation.
