Helpdesk & Support Setup

A complete deployment and configuration of a professional Helpdesk / Ticketing System based on your choice of platform — HESK, osTicket, ERPNext Helpdesk, or Frappe Helpdesk. This package includes installation, email piping, SLA rules, ticket categories, automations, analytics, and full agent training.

Supported Platforms

• HESK – lightweight, fast, reliable ticketing
• osTicket – advanced support workflows & user portal
• ERPNext/Frappe Helpdesk – integrated with CRM & Email
• Custom deployment (Docker / VM / Cloud)

Package Overview

• Purpose: Central support system for IT, maintenance, HR, finance, sales, operations, hospitals, clinics, colleges, SMEs.
• Delivery: Full server deployment + user training.
• Email Piping: Convert customer emails into auto-tickets.
• Automations: SLAs, escalations, notifications.

What’s Included

🔹 1. Installation & Server Setup

• Deploy the helpdesk on Linux / Docker / Cloud VM
• Configure domain/subdomain (e.g., support.yourcompany.com)
• SSL certificate setup
• Database optimization & security tuning

🔹 2. Email Piping & Routing

• Setup IMAP/SMTP or webhook-based piping
• Auto-ticket creation from customer emails
• Auto-reply templates
• Department-wise mailbox mapping (IT@, HR@, Finance@, etc.)

🔹 3. Helpdesk Configuration

• Departments / Categories (IT, Maintenance, HR, Billing, Nursing, etc.)
• Custom fields for forms
• Priority levels (Low / Medium / High / Critical)
• Ticket assignment rules
• Service Level Agreements (SLAs)
• User roles & permissions

🔹 4. Automations & Workflow

• Escalation rules
• Auto-close rules
• Agent workload balancing
• Status-based automation

🔹 5. Reporting & Analytics

• Daily ticket summary
• Agent performance
• Department-wise load
• Monthly productivity reports

🔹 6. Portal & UI Setup

• Customer portal branding
• Logo, colors & theme customization
• Knowledge Base / FAQ Pages (if supported)
• Auto-suggestion for common queries

🔹 7. Documentation & Training

• Admin & agent training session (60–90 minutes)
• Step-by-step documentation (PDF)
• Backup of final configuration

How It Works

We deploy a complete helpdesk system where employees or customers can raise tickets, track progress, communicate with agents, and receive automated updates. Admins get dashboards, SLAs, analytics, and full visibility into every department’s operations.

Ideal For

• Hospitals & Diagnostic Centers
• SMEs & Corporate Offices
• Schools, Colleges & Institutes
• IT, Maintenance & Facility Teams
• Call centers & service-based businesses

Scope of Work

• Helpdesk installation on server
• Domain + SSL + Email piping setup
• Ticket forms + categories + SLA rules
• Reporting & dashboard setup
• Training & documentation

Requirements from Customer

• Server/VM credentials (or cloud login)
• Subdomain access (DNS panel)
• Email mailbox details for piping
• Department list & workflows

What Is NOT Included

• Server hardware or cloud VM cost
• Paid plugins or add-ons
• Custom code development
• AMC or ongoing support (available separately)

A centralized support system that improves SLA compliance, transparency and cross-department coordination across your organization.