ERPNext Projects
What is Issue (Support Ticket)?
- Issue (Support Ticket)
- An Issue in ERPNext is a customer support ticket or internal bug report, tracked through open/replied/resolved/closed stages with SLA timers.
Raising and Managing Issues
Issues arrive via email (auto-created from the support inbox) or are created manually under Support → Issue → New. Assign to a support agent, set priority and SLA, and link to the customer. All email replies are threaded in the Issue timeline.
SLA and Escalation
Configure SLA profiles in Support → Service Level Agreement, defining response and resolution time by priority (Critical: 4h, High: 8h). ERPNext tracks SLA status in real time. Overdue issues trigger email escalations to the support manager automatically.
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Related Terms
Project
A Project in ERPNext tracks the end-to-end delivery of a client engagement or in…
Customer
A Customer in ERPNext is a party master record for businesses or individuals who…
Customer Portal
ERPNext's Customer Portal is a self-service web interface where customers log in…
Task
A Task in ERPNext is an individual work item within a Project, with assignee, pr…
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