Help Desk & Tickets · Bahrain
Support tickets and SLAs, inside your ERP
Turn customer emails and portal requests into tickets, route them to the right team and track every reply against your SLA, with the customer, contract and invoices one click away.
- Tickets from email and a customer portal
- SLA targets on business hours, with escalations
- Customer portal on your own domain
Capabilities
What's included in FlairSuite Help Desk & Tickets
Every feature below is part of the same ERP your other departments use, so data is entered once and reported everywhere.
Tickets
- Tickets from email (IMAP, Gmail or Microsoft 365), with replies threaded
- Categories with your own form fields
- Internal notes or replies the customer can see
- Attachments on tickets and replies
- Import tickets from Excel
SLA & escalation
- Targets for first reply, next reply and resolution
- Business hours and holiday calendars
- Escalation when a ticket is unassigned, waiting or close to a breach
- SLA dashboard
Routing & automation
- Workgroups and assignment to users
- Triggers that assign, set priority or status and send emails
- Reassign, return, reject or reopen, with history
- Email notifications and reminders from editable templates
Customer portal
- Customers raise and follow tickets, with attachments
- Tickets linked to the customer's contracts
- Unpaid and overdue invoices on the portal dashboard
- Runs on your own domain
Measured, not guessed
Every ticket runs against an SLA clock
SLA policies match tickets by their fields and count business hours only, so targets are fair. Escalation rules act before a breach, not after it.
- First reply, next reply and resolution targets
- Warning, critical and breach levels
- Dashboard and reports, including root cause
FAQ
Help desk software: common questions
Can customers email a support address and get a ticket?
Yes. Connect a mailbox (IMAP, Gmail or Microsoft 365) and each new email becomes a ticket; the customer's replies are added to the same ticket.
Does FlairSuite support SLAs?
Yes. Set targets for first reply, next reply and resolution, counted in business hours with holiday calendars, and add escalation rules for tickets that are unassigned, waiting too long or close to a breach.
Is there a customer portal?
Yes. Customers sign in to raise tickets, add attachments, follow replies and see their contracts and unpaid invoices. The portal can run on your own domain.
Can staff handle tickets on mobile?
Yes. Staff can create and view tickets and check the SLA dashboard in the FlairSuite app.
Works with
Help Desk & Tickets is connected to everything
Data entered here is instantly available to the rest of FlairSuite, and the other way round.
See FlairSuite Help Desk & Tickets in action
Book a free, no-obligation demo. We will walk through the modules you need and answer your questions, in English or Arabic.