The Helpdesk module provides a fully integrated, simple solution to online communication between you and your customers. That is, your customers can send you communications through your website or, if you aren't using a website, through the web portal provided with every Brightpearl account. Communications are received in Brightpearl in the form of Tickets, visible in the Helpdesk (and on contact records).

Website

If you are using a website, customers can register and log in to their account to make purchases, payments, view their account details, statements, outstanding balance, etc. They can also create Tickets for any enquiries or issues they may want to raise with you. They will be able to track the progress and any public comments you make on the Ticket.

Web Portal

If you are not using a website you can still use the Helpdesk. You can provide your customers with a log in and link to the web portal where they can log in online to view their account, as they can through a website. The web portal is essentially a customer interface to log in to your system to view and interact with their account. Of course they only have the ability to view their own details and balances! Tickets can be created here in the same way here as with the website.

Helpdesk (Admin)

This is the area in Brightpearl where you can view all the Tickets created by customers through the website or web portal. You can also manually add a Ticket here to ensure the issue is resolved and the customer informed. Any work you do on Tickets can be recorded in the form of notes, which you can make public to your customers, or private for internal use only.

Setup

To help keep you manage your customer enquiries (Tickets) Brightpearl provides the following setup features:

  • Service Levels - Use these to set the priority of tickets. You can set this against contact records so their tickets are automatically given a certain service level, or manually set it on a ticket-by-ticket basis to ensure those of high priority are tackled first.
  • categories - Use categories to sort tickets into specific enquiry areas, for example, product enquiries, delivery issues or billing issues.
  • Statuses - Use statuses to track the progress of tickets as you work on them, for example, "not started", "in progress", "completed".
  • Ratings - Ask your customers to rate your customer service by selecting a rating on the ticket when they log in to their account on the website or web portal.
  • Helpdesk settings - activate your web portal, set default ticket statuses, as well as switch on automatic email/SMS notifications to customers.