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Turn scattered support emails into a tracked, SLA-driven desk — so nothing slips, customers stay, and you can finally see how support is really doing.
Free, no-obligation consult · No forms — just a real person.
Official ERPNext Partner
In business since 2011 · 200+ clients
A frustrated customer calls the owner directly: "I emailed three days ago and heard nothing." Nobody knows who was supposed to handle it, whether it's overdue, or how many others are sitting unseen in the same shared inbox. Your best agent answers the same question for the tenth time today. There's no queue, no owner, no SLA, no view of who's drowning — just a mailbox and a WhatsApp group, and the quiet churn of customers who got tired of waiting.
Acube sets up Frappe Helpdesk — a proper ticketing and SLA-driven support desk on your ERPNext stack. As an Official ERPNext Partner, we make sure every request is captured, prioritised, owned, tracked to resolution, and measured against the response times you promise — so support stops being a black box and becomes something you can run, report on, and improve.
In business since
Clients served
ERP projects
Work by referral
Tickets live in a shared inbox — no owner, no status, no accountability.
you find out only when the customer escalates to you.
Your team answers the same questions over and over, with no knowledge base to deflect them.
You have no visibility — who's overloaded, what's ageing, how you're really performing.
Agents can't see the customer's orders or history, so every reply starts from zero.
Escalations arrive by phone call to the owner, not through any system.
You can't prove your service quality to a customer, a prospect or your own board.
Every request becomes a tracked ticket with an owner and a deadline — no more black-hole inbox.
Automatic tracking and escalation before a breach, not a post-mortem after it.
A knowledge base deflects the repeat questions, freeing agents for real problems.
Ageing, workload and CSAT in one view — so you can staff, coach and report.
On the same stack as your ERP, agents see the customer's orders and history.
Response and resolution metrics you can show customers, prospects and the board. See it on your own support flow: Call +91 62358 66111 or WhatsApp us.
| Capability | What it does for you |
|---|---|
| Tickets | Capture requests from email and a customer portal into one queue, each with an owner and status. |
| SLA management | Define response and resolution targets; the desk tracks, escalates and flags breaches. |
| Agents & teams | Route and assign tickets to the right agent or team, with workloads in view. |
| Knowledge base | Publish self-service articles so customers solve common issues without raising a ticket. |
| Email & portal | Customers raise and follow tickets by email or through a branded support portal. |
| Customer ratings | Capture satisfaction feedback on resolved tickets to measure and improve service. |
Tickets, SLA management, agents/teams, knowledge base, the customer portal and ratings are native to Frappe Helpdesk — proven and ready to deploy. Where you need more — tight links to your ERPNext customer and order records, custom escalation rules, WhatsApp/SMS channels, or field-service workflows — we build it cleanly on the Frappe framework as part of ERPNext customisation. We'll always be clear about what's native and what's custom development.
The fastest ticket is the one your customer never has to raise. Acube can put an AI chatbot in front of your helpdesk to answer common questions instantly from your knowledge base — and hand off cleanly to a human agent the moment it should. We do it the safe way: start with one well-scoped set of FAQs, prove the deflection rate on your own content, then expand — with a human always in the loop.
Imagine a chunk of your repeat questions answered in seconds, around the clock, while your agents spend their day on the problems that actually need a person. That's a leaner desk and a faster customer — at the same time.
Every missed ticket is a customer quietly deciding not to come back — and acquiring a replacement costs far more than keeping the one you had. Breached SLAs erode trust with exactly the accounts you can least afford to lose. Repeat questions burn your most experienced agents on work a knowledge base or chatbot could handle. And with no metrics, you can't staff to demand, coach the right people, or prove your service to a prospect. A tracked, SLA-driven desk — especially with AI deflection — turns support from a churn risk into a retention engine, on a platform you already own.
Want a tracked desk live for your team? Book a free consultation →
Support and customer-success heads, COOs and owners at SaaS and technology companies, service businesses, and any organisation running AMC, warranty or post-sales support across India. It's especially powerful for Technology & SaaS teams who need to prove SLAs to their own customers.
We build the operational systems behind organisations that can't afford dropped balls — among 200+ organisations served since 2011, including flagship operations such as Kochi Metro Rail (KMRL) and fintech client BitSave. Read the full case studies →
Official ERPNext Partner
Yes — define response and resolution targets, and Frappe Helpdesk tracks them, escalates ageing tickets and flags breaches before they happen.
Yes — customers raise and follow tickets through a branded portal, and a built-in knowledge base lets them solve common issues themselves.
Yes — because it runs on the same Frappe stack, agents can see customer context, and deeper links are added via [customisation](/services/erpnext-customisation/).
Yes — we layer an [AI chatbot](/services/ai/ai-chatbots/) over your knowledge base to deflect routine questions and hand off to agents when needed, starting narrow and proving the deflection rate first.
Email and the portal are native; WhatsApp/SMS channels and other integrations are added as [ERPNext customisation](/services/erpnext-customisation/), and we'll be clear on what's native versus custom.
This is the software your team uses to support your customers. [ERPNext Support](/services/erpnext-support/) is the AMC and managed support we provide for your ERP. Many clients use both.
Yes — workload, ticket ageing and CSAT ratings give you the metrics to staff, coach and report on service quality.
No — Frappe Helpdesk can run as a focused support desk, and becomes richer once connected to your live ERPNext customer and order data.
Get a clear plan, an honest timeline, and a fixed scope. Talk to a real expert today — whether or not you work with us.
Kochi (Kadavanthra & Infopark) · Thiruvananthapuram · across India & overseas · In business since 2011