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Everything to configure before you run a real support desk on ERPNext — from the SLA clock and Issue priorities to portal intake — mapped to the actual doctypes and fields.
28 checks · 6 sections
ERPNext's Support module can run a proper help desk — but only if the Service Level Agreement is configured to reflect how your team actually works. The SLA clock depends on a Holiday List and defined Working Hours; response and resolution targets live on Issue priorities; and where the SLA applies (a default, or per customer/territory) decides which tickets it governs. Use this as a reference while you configure each doctype — every item below names the real field so you can find it in ERPNext and set it deliberately rather than accepting defaults.
Create a Holiday List for support + 3 more
Set up your Issue Priority values + 4 more
Name the SLA and set Apply On + 4 more
Decide default vs. targeted scope + 4 more
Configure Pause SLA On Status + 3 more
Set Close Issue After Days + 4 more
All 28 checks across 6 sections as a clean branded Excel — each item with the guidance for why it matters, ready to share with your team. Free, no email required.
Two things on the Service Level Agreement: the Holiday List (both are mandatory) and the Working Hours table (child doctype Service Day, with a Workday, Start Time and End Time per day). Time outside working hours and on holidays isn't counted, and statuses listed under Pause SLA On Status hold the clock while you wait on the customer.
On the SLA's Priorities table (Service Level Priority), each Issue Priority is given a First Response Time (mandatory) and a Resolution Time. Resolution Time only applies when 'Apply SLA for Resolution Time' is enabled; otherwise the SLA tracks first response only. Set the durations to your own commitments — ERPNext ships no preset times.
Create a targeted Service Level Agreement and set its Entity Type to Customer, Customer Group or Territory (with the Entity link), and/or write an Assignment Condition. Keep one SLA flagged 'Default Service Level Agreement' as the fallback. A matching scoped SLA takes precedence over the default for that customer or region.
Yes — turn on 'Track Service Level Agreement' in Support Settings, enable the SLA itself (the Enabled check), and ensure Apply On points at Issue. Only then are fields like Response By, Resolution By and Service Level Agreement Status computed on new Issues.
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Kochi (Kadavanthra & Infopark) · Thiruvananthapuram · across India & overseas · In business since 2011