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Helpdesk

Support with SLAs you can keep

Tickets with SLA timers, canned replies and a knowledge base — plus service contracts and warranty claims.

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What is Helpdesk in Dino ERP?

Helpdesk in Dino ERP lets support teams handle tickets with SLA policies, canned replies, a staff knowledge base, service contracts and warranty claims, and run field service with a dispatch board, route planning and an offline-capable technician web app. It is self-hosted and ships with source code.

Last updated · TechDino

Helpdesk

Never miss an SLA

SLA policies start the clock and warn before a ticket breaches.

  • SLA policies
  • Categories
  • Assignment

Helpdesk

Answer faster

Canned replies and an internal knowledge base help agents answer faster; customers raise and follow tickets in the portal.

  • Canned replies
  • Knowledge base
  • Customer portal tickets

Helpdesk

Service, contracted

Service contracts and warranty claims tie support to what the customer bought.

  • Service contracts
  • Warranty claims
  • Field visits

What's included

Everything in Helpdesk

  • Tickets and messages
  • SLA policies
  • Categories
  • Canned replies
  • Knowledge base
  • Service contracts
  • Warranty claims
  • Field-service technician app with offline completion
  • Dispatch board and route planning
  • Service orders with parts
  • Installed-base register

Works across every branch of your company, with role-based access, approvals, attachments, comments and a full audit trail on every record.

In detail

How Helpdesk works

How does ticketing work in Dino ERP?

Tickets can be created by staff, from inbound e-mail or WhatsApp, or from the customer portal. They are organised by category and tracked against SLA policies, and agents answer from canned replies. Each ticket links back to the customer record.

  • Categories and SLA policies
  • Canned replies
  • E-mail, WhatsApp and portal tickets
  • Internal knowledge base for staff

Can helpdesk handle service contracts and warranty claims?

Yes. Service contracts and warranty claims are part of the module, and the installed-base register records what you have installed at each customer. Service orders carry work-order parts so the cost of a job is traceable.

Is there a technician app for field visits?

Yes, as a web app rather than a native one. Technicians open it on a phone browser to see the day’s visits, start and complete them, capture a customer signature and record parts used.

  • Day’s visits on one screen
  • Start and complete a visit
  • Customer signature capture
  • Parts used recorded against the job

What happens when a technician has no signal?

Visit completions made offline are queued on the device and replayed when signal returns. Each replay carries an idempotency key, so a retry does not complete the same visit twice. The schedule is cached and drafts are kept offline.

Does Dino ERP do dispatch and route planning?

Yes. The dispatch board shows visits against technicians, and the system suggests a route plan that a dispatcher can review and apply. Helpdesk calendars support planning.

How do e-mail and WhatsApp reach the helpdesk?

Inbound e-mail from a connected SMTP/IMAP mailbox can create or update tickets, and WhatsApp conversations appear as tickets in a WhatsApp inbox. Both need your own provider accounts, covered on the communications page.

FAQ

Helpdesk: questions buyers ask

Is the technician app a native mobile app?

No. It is a responsive web app that works on a phone and queues offline completions. Native apps are on the roadmap, not included.

Does Dino ERP include a website live-chat widget?

No. There is no live-chat widget. Customers can reach you through WhatsApp or e-mail, and the portal offers tickets.

Can customers raise and track tickets themselves?

Yes, through the customer portal, once you invite them and enable the portal.

Is the knowledge base visible to customers?

The knowledge base is internal, for staff only.

Do I need Twilio or Meta for helpdesk?

Only if you want WhatsApp tickets. E-mail needs any SMTP/IMAP server, and tickets from staff or the portal need no outside provider.

Works great with

Connected out of the box

Customer & supplier portalsSelf-service for partnersLearn more SubscriptionsPlans, usage, billing, MRRLearn more Assets & maintenanceRegister, depreciation, work ordersLearn more
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See Helpdesk in a live demo

See Dino ERP in a live demo, then get a one-time quotation for your scope. Hosted on your server, under your brand.

Request a demo Pricing & licence
Or chat on WhatsApp: +91 70936 08698