Providing customer support through the Helpdesk.
A tool for efficient, clear and easy resolution of customer queries.
Do you have an overview of your customers' queries? Do you want to know when, who and how their questions were answered? Do you run an eshop, IT or other customer service? Do you want to keep track of the work of your employees? Use our HelpDesk module and save time and money.
Customers can submit requests via email, a public web form, or staff can enter them manually in the system. Every incoming email is automatically converted into a ticket — no request ever gets lost. Email attachments are added to the ticket automatically.
Create any number of HelpDesk projects for different teams, departments, or customers — each with its own email address and permission settings. Agents can be restricted to their own tickets, all project tickets, or granted full admin access.
The system automatically sends customers a confirmation upon ticket receipt, updates when notes are added, and notifications upon closure. SLA resolution deadlines can be set per priority level — the team always knows when a ticket must be resolved.
Built-in artificial intelligence analyses every new ticket — evaluating sentiment, classifying the request, and suggesting an optimal response based on similar tickets resolved in the past. Your team handles recurring requests faster and more consistently.
What you can use the HelpDesk module for
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Response and ticket templates
Prepare templates for the most common request types. When creating a new ticket or reply, simply select a template and fill in the specific details — your team works faster and customer communication stays consistent.
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Custom fields for every project
Extend the ticket form with custom fields — text, number, date, dropdown, checkbox, or a CRM company link. Each project can track exactly the information it needs.
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Child tickets and cross-project transfers
Break complex requests into parent and child tickets for clear tracking of subtasks. Tickets can be transferred to a different HelpDesk project at any time when needed.
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Color-coded priorities and workflow states
Tickets are clearly color-coded by priority and status — New, Accepted, In Progress, Waiting, Resolved, Approved. A clear workflow ensures no ticket goes unanswered.
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Internal notes and full audit trail
Add internal notes visible only to the team, or comments sent directly to the customer. The complete chronological history of every ticket means any team member can easily pick up where someone else left off.
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Excel export and auto-refresh
Export any filtered set of tickets to Excel for reporting and analysis. Auto-refresh every 4 minutes ensures the team always sees the current state without manually reloading the page.
Integration with other modules
HelpDesk integrates seamlessly with other eIntranet modules — the customer's company is filled in automatically from the email address, and all work on tickets is visible in projects, orders, and work reports.
Benefits of HelpDesk deployment - e.g. in e-shop:
- easily accessible and quick overview of customer requests
- awareness and substitutability of employees in the process of resolving requests
- overview of the work of employees and the support provided to customers
- finding out customer satisfaction
- providing up-to-date information for the customer on the process of resolving their request
Help/Wiki for this module can be found at: https://wiki.eintranet.net/en/modul/55/helpdesk
Keep your customer support fully under control
The HelpDesk module in eIntranet replaces chaotic email communication with a clear, structured ticket system. Customers receive timely responses, the team works efficiently, and management has full visibility into workload and support quality — all in one place, with no additional software required.