Support System

The support system in an ERP system is designed to provide assistance and resolve issues that users may encounter during system usage. It typically includes various features such as a help desk, ticketing system, knowledge base, and user forums. The help desk allows users to submit support tickets for specific problems or inquiries, which are then tracked and managed by support staff. The ticketing system ensures efficient communication and follow-up on support requests. The knowledge base contains articles, guides, and FAQs to help users find answers to common questions. User forums provide a platform for users to interact, share experiences, and seek community-based support. Together, these components create a comprehensive support system to address user needs and ensure smooth operation of the ERP system.

Step 1: Click the "Create" Button

STEP 2: Create New Support System

 

After clicking the create button, you can proceed to create a new support ticket by following these steps:

1. Enter the subject of the support request.
2. Select the user for whom the support is intended.
3. Choose the priority level of the ticket, indicating its urgency or importance.
4. Set the status of the ticket, such as open, in progress, or resolved.
5. Specify the end date or deadline for addressing the support request.
6. Provide a detailed description of the issue or question.
7. Optionally, attach any relevant files or documents.
8. Click the create button to submit the support ticket.

This process ensures that the support team receives all the necessary information to assist with the user's request and allows for efficient tracking and resolution of support issues.

Step 3: "Reply, edit and delete" Button

Edit and Delete

In addition to creating support tickets, you can also perform the following actions in the support system. If there is a need to modify the details of a support ticket, such as updating the subject, priority level, or description, you have the option to edit the ticket. This ensures that the information remains accurate and up to date.  In certain situations, it may be necessary to delete a support ticket. This can be done if the ticket was created in error or if it is no longer relevant. Deleting a ticket removes it from the system and helps maintain data cleanliness.

Reply

Once a support ticket is created, you can reply to the user's inquiry or provide updates and information related to the ticket. This allows for effective communication and collaboration between the support team and the user.