Inbox, list and board
Live tickets with instant triage — unassigned, mine, the whole team — the full history with a search box, and a board by status.
In production
Business module
Support
Handle each case with the context in front of you, and answer every customer in their own language while your team keeps working in Spanish.
Support is the customer-service module of iERP: a live ticket inbox, a full historical list and a board, priorities with SLAs in minutes, response templates and a conversation that translates both ways — agents write in Spanish, the customer reads in their own language, and the thread keeps both texts. Customers are the ones in CRM and every ticket hangs off the project that raised it.
What it does
What Support does
Technical incidents, after-sales or admin queries: the circuit is the same and the priorities are the ones you set.
SLAs by priority
Each priority carries its commitment in minutes and the queue sorts by urgency, with the warning before you breach it and compliance measured on the dashboard.
Every customer in their language
Agents always write in Spanish and the customer reads in their own language. Both texts are stored, original and translation, so nothing gets lost on the way.
Seven helpdesk actions
Escalate, tag, link, merge, mark as spam, schedule a follow-up and log time, without leaving the conversation.
Templates and internal notes
Reusable replies dropped straight into the composer, and notes only agents can see, on the same thread and never sent to any customer.
The customer, not the ticket
CRM accounts and contacts through a support lens: live tickets, history and average resolution time, plus the projects each issue arrives through.
How the AI runs it
How the AI runs it
Ask in plain language for what you would do by hand: the agent looks things up, proposes and executes with your permissions, not its own.
The agent looks things up and proposes, but asks for confirmation before writing — replying to a ticket sends a real email to the customer, so it shows you the text first. Everything lands in the audit log, flagged as an AI action.
379 published actions an agent can execute in iERP.
Which tickets breach their SLA today, and which have been waiting a week for a reply from us?
soporte.tickets_sla_riesgo 4 tickets at risk
Four tickets breach today, two of them from the same customer: I will sort them by deadline and suggest who to reassign each one to. Separately, three have been waiting a week for a reply from us. Tell me which to escalate and I will do it.
- Reply to the Nordwind ticket with the access-issue template and set a follow-up for Friday.
- Give me the monthly report for the board: resolved, average time and SLA compliance per agent.
Works with
Support does not answer alone
The customer and their contacts are the ones in CRM, the ticket hangs off the project that raised it and Automation triggers whatever repeats. Same database, same permissions, nothing to integrate.
CRM
In production
Customers, opportunities, pipeline and one-click conversion of a won deal into a project.
View module
Automation
In production
Flow canvas, triggers and steps with human intervention across modules.
View module
AI
In production
Ask-AI, voice, MCP tools, traceability and cost per conversation.
View module
Questions about Support
What people ask before deciding.
No: agents always write in Spanish and the customer gets the reply in their own language. The thread keeps both texts — the original and the translation — so anyone can check what was said and what actually arrived.
Shall we look at it with your ticket queue?
Half an hour, your real processes, no strings attached.
Available in: Professional