No request falls through the cracks
Email, phone call, and web form all create tickets automatically in EnigmaERP. Every channel feeds a single inbox — one queue, full visibility.
- Email-to-ticket: forward or CC a support address to auto-create
- Web portal submissions create tickets with customer details pre-filled
- Phone-raised tickets logged by agent with call notes
- Duplicate detection prevents the same issue being worked twice
The right ticket goes to the right person, instantly
Round-robin or load-balanced routing distributes incoming tickets evenly across your support team — no cherry-picking, no overloaded agents.
- Round-robin assignment across available agents
- Load-balanced routing considers current open ticket count
- Skill-based routing for specialised issue types
- Auto-reassign when an agent is on leave or over capacity
SLA breaches flagged before they happen
Define response and resolution time targets by priority level. EnigmaERP flags tickets approaching breach so your team acts before the clock runs out.
- SLA policies by ticket priority: critical, high, medium, low
- Countdown timer visible on every open ticket
- Automated escalation when breach is approaching
- SLA compliance report for management review
Coach your team on what actually happened
First response time, resolution time, satisfaction scores — all in one dashboard. Managers see individual and team performance without digging through tickets.
- First response time and resolution time by agent
- CSAT scores from post-resolution customer surveys
- Ticket volume trend: identify seasonal spikes early
- Top issue categories to guide training and FAQ investment
Customers solve their own problems — faster
Customers log and track their own tickets through a branded portal. Inbound volume drops, satisfaction rises, and your team handles what truly needs a human.
- Customer portal for ticket submission, tracking, and updates
- Ticket status visible to customer in real time
- Customer replies attach to the ticket automatically
- Knowledge base articles surface alongside open tickets
Common questions answered before they're asked
When a ticket is raised, EnigmaERP auto-suggests relevant knowledge base articles. Deflect common queries and free your team for complex problems.
- Rich-text article editor with image and video support
- Auto-suggest articles based on ticket subject and category
- Public or internal articles — control what customers see
- Article usefulness rating feeds a continuous improvement loop
Field service visits planned and logged end-to-end
Plan and track field service visits within EnigmaERP. Log work completed, parts used, and capture customer sign-off — all without leaving the system.
- Maintenance schedule with recurring and ad-hoc visits
- Field engineer assignment and route planning
- Work completed log with parts and labour used
- Customer digital sign-off on job completion
