Does Easedesk Helpdesk support SLA enforcement?

Yes. You can define SLA policies based on ticket priority, customer tier, or issue type. Easedesk tracks first response time and resolution time against the SLA, escalates overdue tickets automatically, and provides SLA compliance reports for each agent and team.

Can customers submit tickets without logging into Easedesk?

Yes. Easedesk Helpdesk includes a customer-facing portal where end-users can submit tickets, track status, and view responses without needing an Easedesk login. You can embed the portal on your own website or share a direct link.

Is the Easedesk Helpdesk integrated with the CRM and billing modules?

Yes. Helpdesk tickets are linked to customer records in the CRM. Support agents can see the full purchase history and open invoices for a customer while resolving a ticket, and billable support time can be passed directly to an invoice.

Customer Support

Resolve faster.
Never miss a ticket.

Easedesk Helpdesk gives your support team a unified queue, SLA enforcement, and full customer context — so every issue gets resolved before it becomes a complaint.

SLA enforcement Multi-channel support Auto-assignment

Support QueueLive

Open Tickets

12 due today

Avg Resolution

3.2h

↓ 18% vs last week

SLA Compliance

97%

This month

CSAT Score

4.8/5

From 142 ratings

Recent Tickets

Invoice not receivedHigh

Feature request — exportLow

40%

Reduction in average ticket resolution time

3×

More tickets handled per agent per day

Zero

Missed SLA breaches with automated alerts

98%

Customer satisfaction on resolved tickets

Module features

Everything your support team needs.

Ticket Management

Centralise support requests from email, chat, and web forms into a single organised queue.

Multi-channel ticket capture
Auto-tagging & categorisation
Priority levels & due dates
Linked customer history

SLA Policies

Define response and resolution time targets by priority, department, or customer tier.

Custom SLA rules per tier
Breach alerts & escalations
Real-time SLA countdown
Reporting on SLA compliance

Helpdesk Settings

Customise categories, queues, agent assignments, and business hours to match your workflow.

Custom ticket categories
Round-robin assignment
Business hours config
Agent skill-based routing

Agent Workspace

A clean, distraction-free interface for agents to respond, escalate, and resolve tickets fast.

Threaded conversation view
Canned responses
Internal notes & collaboration
One-click escalation

Reports & Insights

Track resolution times, agent performance, ticket volumes, and customer satisfaction scores.

Agent performance reports
First response time tracking
Ticket volume trends
CSAT score collection

Automation Rules

Auto-assign tickets, send acknowledgement emails, and escalate overdue issues without manual effort.

Keyword-based auto-assign
Auto-acknowledgement emails
Overdue ticket escalation
Status change webhooks

"Before Easedesk Helpdesk, support tickets were scattered across emails and WhatsApp. Now our whole team works from one queue and nothing falls through the cracks."

Anita Rao

Customer Success Head, Finova Tech

"The SLA breach alerts have been a game changer. We catch issues before they become complaints and our CSAT scores have gone up by 22 points."

Rahul Desai

Operations Manager, SwiftServe Logistics

Ready to delight your customers?

Join hundreds of Indian businesses that have replaced scattered support inboxes with Easedesk Helpdesk.

Resolve faster.Never miss a ticket.