Every request is a record
Raised by staff or by the client, categorised by task type, owned by a person and stamped with a clock from the moment it arrives.
HelpDesk & Support Ticket Software Support that your client can see into.
Tickets raised by your team or by clients from their own panel, tracked against an SLA, with ageing, resolution time and workload reported — one conversation, visible to both sides.
- Tickets
- SLA
- Ageing
- Workload
- Client Panel
12 screens in the module
8 support reports
2 ways in: your team or the client
3 alert channels: Email, SMS & WhatsApp
Why Sysfo HelpDesk
A support inbox is not a support system.
Email has no owner, no clock and no history you can report on. A ticket has all three — and when the client raises it from their own panel, it arrives attached to their record instead of in someone’s inbox.
An SLA you can evidence
Time to respond and time to resolve are measured, not estimated — so a renewal conversation can be had with numbers in it.
Attached to the client
A ticket sits on the same client record as their orders, invoices and subscriptions, so support context and commercial context are one view.
The life of a ticket
Raised, owned, resolved, measured.
- Raised
By your team, or by the client in their panel.
- Assigned
To a person, who is notified at once.
- Worked
Replies visible to both sides.
- Closed
With the resolution time recorded.
- Reviewed
Ageing, workload and category analysis.
Why email fails at this
A mailbox has no owner, so two people answer or nobody does. It has no clock, so nobody can say whether you were quick. And it has no history you can group, so the same fault can recur for a year without anyone noticing it is the same fault.
What a ticket adds
A number both sides can quote, one named owner, a measured response and resolution time, a category that makes patterns visible, and a client who can look up the answer themselves instead of asking again.
Working tickets
One queue, and no ticket hiding in it.
Create Support Ticket, My Support Ticket and Search Tickets cover the three questions a support team actually asks: log this, what is mine, and where is that one.
The three screens
- Create Support Ticket — against a client, with a task type and a description
- My Support Ticket — what this person owns, nothing else
- Search Tickets (All) — across every ticket, open or closed
- Task Type Master — the categories your analysis depends on
Nobody is left guessing
- Assignment notifies the assignee by Email, SMS and WhatsApp
- Replies notify the client on the same three channels
- The client follows status in their own panel, without asking
My Support Tickets Rahul Mehta · open queue
!
TKT-00221 · Mailbox quota exceededNorthwind Traders · raised 11-Oct 11:02
SLA breached
→
TKT-00218 · Switch not powering onAcme Industries · on site tomorrow 10:00
4h left
→
TKT-00226 · New user setup × 3Zenith Retail · raised 13-Oct 08:55
26h left
Closed this week: 11 Average resolution 5h 48m · longest 2d 3h
On track
Enlarge
Raised by the client
It lands in your queue, not in an inbox.
A ticket raised in the Client Panel arrives against that client’s record with their order and invoice history beside it — no forwarded email, no lost thread, no retyping what they already told you.
WhatsApp · SMS · Email
Ticket TKT-00218 has been assigned to Rahul Mehta and is being worked on. You can follow it in your client panel. — Sysfo Software Solutions
9:21 AM ✓✓Task types
The category on each ticket is what turns a year of support into an argument for a product fix or a training session.
Internal tasks, kept apart
Project tasks run on the same engine but are reported separately, so your support numbers are never padded by your own backlog.
Three channels
Assignment and replies notify by Email, SMS and WhatsApp — so an urgent ticket does not wait for someone to refresh a page.
Support reporting
Eight reports, and the whole module.
Support data answers three different audiences: the client wants responsiveness, the manager wants workload, and the owner wants to know which product keeps breaking.
Enlarge
Responsiveness
- Ticket Summary Report
- Resolution Time Report
- Pending Tickets Report
Load
- Employee Workload Report
- Ticket Aging Report
- Monthly Ticket Trend
Cause
- Category-wise Analysis
- Client-wise Ticket Report
- Task Type Master behind both
Every screen in the module
All 12 screens, by name.
- Create Support Ticket
- My Support Ticket
- Search Tickets (All)
- Task Type Master
- Ticket Summary Report
- Ticket Aging Report
- Resolution Time Report
- Pending Tickets Report
- Employee Workload Report
- Client-wise Ticket Report
- Category-wise Analysis
- Monthly Ticket Trend
All twelve screens. Internal project tasks run on the same engine but stay separate in reporting, so support numbers are never inflated by your own to-do list.
The renewal conversation
When a support contract comes up for renewal, resolution time and ticket volume are the evidence. Without them the discussion is about price; with them it is about value delivered.
The hiring conversation
Employee Workload and Ticket Aging together show whether a backlog is a staffing problem or a process one — before either is argued from impressions.
Part of Sysfo ERP
Works with the rest of Sysfo ERP
HelpDesk & Support Ticket Software runs on its own, or alongside the other Sysfo ERP modules on one login and one set of records.
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HelpDesk & Support Ticket Software — frequently asked questions
What is Sysfo HelpDesk support ticket software?
It is a support ticket system where tickets are raised by your team or by clients from their own panel, assigned to an owner, tracked against an SLA and reported by ageing, resolution time, workload, category and client. It has 12 screens and 8 reports.
Can clients raise support tickets themselves?
Yes. Clients raise tickets from the Client Panel; the ticket lands in your HelpDesk queue against their record, and they can follow its status and replies without emailing.
How does SLA tracking work?
Every ticket is stamped with a clock when it arrives. Time to respond and time to resolve are measured, and the Ticket Aging, Resolution Time and Pending Tickets reports show what is on track and what has breached.
Are agents and clients notified automatically?
Yes. Assignment notifies the assignee, and replies notify the client, by Email, SMS and WhatsApp from templates you control.
Can we see which problems recur most?
Yes. Each ticket carries a task type, and Category-wise Analysis and the Client-wise Ticket Report show which products, categories or clients generate the most support.
Are internal project tasks mixed into support numbers?
No. Internal project tasks run on the same engine but are reported separately, so support figures are never inflated by your own backlog.
Get started
Give support a clock and an owner.
We set up your task types and SLA expectations, switch on the Client Panel for the clients you choose, and train the team that answers.
- 1Live demo
Raising, assigning and closing a ticket, from both sides.
- 2Setup & data
Task types, assignment rules, notification templates and client logins.
- 3Training & go-live
Support team and managers, with the reporting pack explained.
- Tickets raised by staff or by clients
- An owner on every ticket
- Response and resolution time measured
- Ageing that surfaces the stalled ones
- Category analysis of what keeps breaking
- Client follows status in their own panel
- Email, SMS and WhatsApp on every step
- 12 ready screens and 8 reports
- Company
- Sysfo Software Solutions Pvt. Ltd.
- Phone
- +91 76074 20009
- Product
- HelpDesk & Support Ticket Software