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Help Desk
Every support request with an owner
Agents work each ticket with the customer's transactions and knowledge base answers at hand, not across emails, calls and spreadsheets.
What is help desk software?
Help desk software receives customer and internal support requests as tickets, assigns them to the right person and tracks each one until it is resolved.
In HYP ERP, Help Desk handles ticket management, the Help Desk Workspace, team and agent assignment, a knowledge base and support dashboards, with each ticket linked to the customer, CRM, transactions, tasks and calendars.
HYP ERP
Help desk ticketing capabilities in HYP ERP
Support teams lose control when requests arrive on several channels with no clear owner, priority or history. Tickets are missed, work lands with the wrong team or agent, overdue issues surface late and agents answer the same questions from scratch.
Centralized ticket management
Create, manage, assign and follow support tickets in one place. Each ticket carries its status, owner, priority, history and resolution progress, so requests are not lost and service accountability is clear.
HYP ERP
Help Desk Workspace
Support users see the day's ticket activity, filter by team or agent, create new tickets and watch the groups that matter: overdue, due soon, on hold and not yet assigned to a member.
HYP ERP
Assignment and follow-up control
Support managers organize ticket ownership by team, agent, responsibility and status, route each request to the right users and spot unassigned work before it ages.
HYP ERP
Knowledge base management
Knowledge base administration and knowledge base access let teams organize support information, common answers, troubleshooting guidance and internal service references, so agents resolve faster and give consistent answers.
Explore Knowledge base management
HYP ERP
Customer and transaction context
Transaction enquiry and registered customer inquiry views show agents the customer-related context while they work a ticket, so investigation does not depend on disconnected information.
HYP ERP
External portal and web form integration
Integrate your own customer portal, website or web forms so customer-submitted requests flow into HYP ERP as tickets. You keep the customer-facing channel you prefer, while assignment, tracking and resolution run inside the ERP.
HYP ERP
Support dashboard and reporting
The Help Desk Dashboard shows ticket activity, pending work, overdue requests and support workload, so managers can monitor service performance and see where follow-up has to speed up.
HYP ERP
Product tour
See Help Desk in HYP ERP
A short walkthrough of Help Desk in the live system.
Product tour video
How a support ticket runs in HYP ERP Help Desk
Receive
An agent logs the ticket, or it arrives from your portal, website or web form.
Assign
The ticket gets a team, an agent, a priority and a status.
Resolve
The agent works it with customer, transaction and knowledge base context.
Monitor
The workspace and dashboard flag overdue, due-soon, on-hold and unassigned tickets.
What support agents, team leaders and service teams gain
HYP ERP Help Desk suits customer service, internal support, after-sales service, ERP support, maintenance-related requests and general service follow-up.
For support agents and customer service teams
Daily tickets and registered customer inquiries in one workspace, with transaction context and knowledge base answers at hand, instead of handling repeated questions manually every time.
For team leaders and support managers
Workload assigned and monitored by team and agent, with ticket status, overdue work and support performance on the dashboard rather than pieced together from inboxes.
For CRM, operations and portal owners
CRM teams follow customer issues alongside their activities, operations teams resolve service-related requests, and companies that run external portals or web forms keep that ticket handling inside the ERP instead of in a separate tool.
Industries that run on Help Desk
From the blog
Guides for service teams
Help Desk FAQs
Can HYP ERP Help Desk manage support tickets?
Yes. HYP ERP Help Desk manages support tickets from creation to resolution, with assignment, tracking, follow-up and resolution visibility, so every request has an owner, a status and a recorded history.
Can managers see overdue and unassigned tickets?
Yes. The HYP ERP Help Desk Workspace shows overdue tickets, due-soon tickets, on-hold tickets and tickets not yet assigned to a member, and managers can filter each group by team or agent.
Does HYP ERP Help Desk include a knowledge base?
Yes. HYP ERP Help Desk includes knowledge base administration and knowledge base access, so support teams can organize common answers, troubleshooting guidance and internal references for every agent.
Can HYP ERP Help Desk take requests from our website or portal?
Yes. HYP ERP Help Desk can be integrated with your own customer portal, website or web forms, so submitted requests become tickets that are assigned, tracked and resolved inside HYP ERP.
Is HYP ERP Help Desk connected to CRM and customer records?
Yes. HYP ERP Help Desk works alongside CRM, registered customer inquiries, transaction enquiry, tasks, activities, calendars and customer information, so agents handle each ticket with the customer's ERP context.
Give every support request an owner in HYP ERP
See a ticket received, assigned, resolved with ERP context and reported in HYP ERP Help Desk.