Included in: Enterprise
Accounting
Learn how Accounting fits into your Xfatora rollout.
Module
Support & Helpdesk
Handle customer support and internal IT tickets efficiently
Comprehensive customer support and helpdesk module for managing after-sales support and internal IT requests. Track tickets, manage SLAs, and provide excellent customer service.
Key Benefits
Structured ticket management system
Email integration for ticket creation
Customer portal for self-service
Canned responses for efficiency
Priority and status management
Department-based routing
Complete communication history
Screenshots
Real screens from the platform.
Features & Capabilities
Comprehensive feature set designed for operational excellence
Ticket Management
Comprehensive ticketing system for support cases and issues.
Automatic ticket creation from email
Manual ticket creation
Priority levels (Low, Medium, High, Urgent)
Status workflow (Open, In Progress, Answered, On Hold, Closed)
Assigned agent tracking
Department categorization
Communication Thread
Complete conversation history between staff and customers.
Email-integrated replies
Customer portal responses
Internal notes
File attachments
Automated notifications
Response templates
Canned Responses
Pre-defined responses for common inquiries to improve efficiency.
Template library
Quick insertion
Customizable templates
Category organization
Time-saving automation
Customer Portal
Self-service portal for customers to manage their tickets.
Ticket submission
Status checking
Response viewing
File attachment
Ticket history access
Organization-level visibility
SLA Management
Service level tracking and escalation.
Response time reminders
Escalation rules
Priority-based SLAs
Manager notifications
Performance tracking
Common Workflows
Step-by-step processes to achieve your business goals
Ticket Resolution
1
Customer submits ticket via portal or email
2
System creates ticket and notifies team
3
Agent assigns priority and status
4
Agent investigates and responds
5
Customer replies with additional info
6
Agent resolves issue
7
Ticket closed with solution documented
Common Use Cases
Customer technical support
Internal IT helpdesk
After-sales service
Product support
Service request management
Connected records across modules
Email systems
Knowledge base
CRM for customer context
Asset management
Communication tools
Built-in Reports & Analytics
Ticket volume trends
Response time analytics
Resolution rates
Agent performance
Customer satisfaction
SLA compliance
Compliance & Implementation Resources
Practical guides to help you rollout and validate workflows.
Available in These Plans
Choose the plan that fits your business needs
Growth Plan
Business Plan
Enterprise Plan
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User guide
How to use Support & Helpdesk
Setup checklist, key workflows, reports, and troubleshooting.
Talk to our solution team
Tell us what you need and we will reply with a rollout plan and recommended modules.
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