Every ticket resolved faster.
Every customer issue tracked. Every response accountable. Every ticket under control.
OpenCRM Helpdesk gives your team a single place to capture, manage and resolve customer enquiries, support requests and service issues. Create tickets automatically from emails, assign work to the right people, track progress against service targets and keep a complete history of every interaction — so nothing falls through the cracks.
HelpDesk software at the heart
At the heart of our customer service management suite is the HelpDesk module. Fully integrated with your CRM system, it gives every member of your team visibility of both open and closed Tickets.
Because Tickets are linked directly to the relevant Contact and Company records, your team can instantly access the complete customer history — providing the context they need to deliver faster, more informed support.
Open & closed visibility
Every team member sees the full ticket picture.
Linked to contacts
Tickets tie to Contact and Company records automatically.
Full customer history
Instant context for faster, better-informed support.
Auto-emailing with one click
Automatically send customised email notifications whenever a new Ticket is created, with different email templates available for different Ticket types.
Your support team can also send pre-configured responses — including your personalised “Ticket Closed” email — with a single click.
Automatic notifications
New tickets trigger a tailored email instantly.
Templates per type
Different Ticket types get the right message.
One-click closes
Send your “Ticket Closed” email in a single click.
Manage your service level agreements
Configure service level agreements (SLAs) with ease, whether they apply across your organisation or are tailored to individual customer contracts. Different response and resolution targets can be defined for each Ticket priority or severity level, helping you deliver the right level of service every time.
To keep your team on track, OpenCRM automatically alerts users when a Ticket approaches an SLA deadline, and sends additional notifications if the target is missed — so issues stay prioritised and standards stay high.
Per-priority targets
Set response and resolution goals by severity.
Org or contract-level
Apply SLAs company-wide or per customer.
Deadline alerts
Warnings before — and if — a target is missed.
Details at a glance
The HelpDesk dashboard provides a clear overview of your support team’s workload and performance. The visual status chart shows how many Tickets are open, closed, HOT, or in any other status you define — helping you identify priorities and monitor activity in real time.
Because every business works differently, Ticket statuses can be fully customised to match your own processes. A sidebar widget also shows which team members are currently signed in to the support desk, giving instant visibility of agent availability.
Visual status chart
See open, closed and HOT tickets at a glance.
Custom statuses
Match ticket stages to your own terminology.
Who’s online
Sidebar widget shows signed-in agents live.
Integrated time management
Easily see how much time has been spent on a particular Ticket, how long it has been open, and how quickly your team responded to the initial request.
Aggregated figures also appear on linked contracts, so you can see how much time has been spent on each — giving you a high-level overview of which customers require the most attention.
Time per ticket
See effort spent and how long each has been open.
Response speed
Track how quickly your team reacts to requests.
Rolled up to contracts
Aggregated time shows who needs the most attention.
Customer service portal
Empower your customers with 24/7 access to their own Customer Portal. They can log Tickets, monitor ongoing support requests, contribute additional information and access their full support history — without contacting your team.
The portal also serves as a central hub for account management, letting users view sales orders, quotes and invoices, update their contact details, and access key business information whenever needed.
Log & track tickets
Customers raise and follow requests themselves.
Orders & invoices
View quotes, sales orders and invoices any time.
Full support history
Everything on record, available around the clock.
Linked FAQ library
Build a searchable library of helpful articles and answers using the OpenCRM FAQ module. Customers can quickly access the information they need, while your team benefits from a single source of trusted knowledge.
When responding to support requests, agents can include direct links to relevant FAQ articles within HelpDesk Tickets — encouraging self-service and improving response efficiency.
Searchable articles
Customers find answers fast, on their own.
Link into tickets
Agents drop relevant articles straight into replies.
Trusted knowledge
One library your whole team relies on.
Helpdesk questions, answered
The common things teams ask before moving their customer service into OpenCRM.
What is helpdesk software?+
Helpdesk software helps businesses manage customer enquiries, support requests and service issues from a central location. It provides a structured way to track, prioritise and resolve customer tickets while maintaining a complete history of interactions.
How can helpdesk software improve customer service?+
It helps support teams respond more consistently by organising customer requests, tracking service levels, automating routine tasks and ensuring that no customer enquiry is overlooked.
Can a helpdesk system support multiple support agents?+
Yes. Our helpdesk software allows multiple team members to work from the same customer records and ticket queues, providing visibility, accountability and improved collaboration across your support team.
What should I look for in CRM helpdesk software?+
A CRM helpdesk solution should provide ticket management, customer history, workflow automation, reporting, service-level management and integration with the rest of your business processes — so all your teams have complete visibility into every customer relationship.
Do I have to sign a long contract?+
No. OpenCRM subscriptions are based around the accepted principle of Pay As You Go. In other words, you pay a monthly subscription in advance and can cancel at any time.
Ready to deliver faster support?
See OpenCRM’s Helpdesk in action, or start your free trial today — no up-front commitment, no hidden fees.