Helpdesk
Customer support tickets with queues, SLA policies and a knowledge base; escalate to field service.
Available with the Helpdesk module.
Tickets (/helpdesk/tickets)
Customer issues: partner, contact, subject, priority, queue, assignee, status (open → in progress → waiting → resolved → closed), comments (internal/public), attachments, linked knowledge articles. Escalate creates a Field Service work order linked to the ticket. SLA timers show first-response and resolution — breached vs on track.
Queues (/helpdesk/queues)
Support teams that tickets route to, with optional default assignee.
SLA (/helpdesk/sla)
First-response and resolve targets by priority; tickets pick the matching policy automatically; breaches surface in Control Tower.
Knowledge base (/helpdesk/knowledge)
Reusable answers/articles agents can attach to tickets (and share with customers).
Related
- Work orders: Field Service
- Customer portal shows work orders: Portals
CRM
Leads to opportunities to customers — pipeline, activities, campaigns, competitors, public bookings, lead scoring, forecast, win/loss and attribution.
Field Service
Work orders for technicians — customer assets, service contracts, checklists, preventive maintenance, reliability analytics, company tools, dispatch board and van stock.