Selling is half of customer relationships; the other half is solving problems. A helpdesk inside the CRM lets sales and support see the same customer.
Core helpdesk features
| Feature | Why it matters |
|---|---|
| Ticket from email, WhatsApp, phone or portal | Nothing is lost |
| Priority and category | Right urgency and right team |
| SLA timers | First response and resolution targets are visible |
| Escalation rules | Late tickets reach a manager automatically |
| Technician assignment | Field staff get the job with customer history |
| CSAT rating | Customers rate each resolved ticket |
Set SLAs you can meet
Define response and resolution targets by priority, for example a faster target for a down service than for a how-to question. Publish them and track the share met.
Connect support to sales
- Sales sees open tickets before calling a customer.
- Repeated issues trigger a review or an upgrade offer.
- Renewals consider satisfaction history.
Example SLA table
| Priority | First response target | Resolution target |
|---|---|---|
| Critical: service down | Within the hour | Same day |
| High: major function affected | Within a few hours | Next working day |
| Normal: question or minor fault | Same working day | Within a few days |
These are examples. Set targets your team can actually meet, then tighten them as you improve.
Related guides: NexoraCRM - CRM Software for Sales, Service and WhatsApp
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Sales and Support in One View
See tickets, SLA timers and CSAT inside NexoraCRM.
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