Helpdesk & Client Support
Offer professional client support with a complete ticket system. Client portal, automated SLAs and self-service knowledge base — all integrated into your Neoffice ERP.
Multi-channel tickets
Create tickets from an email, the client portal, a web form or manually. Every channel is unified in a single queue with full history and attachments.
Dedicated client portal
Your clients track their tickets independently via a secure portal. They view status, add comments, upload files and access their full request history.
Automated SLAs
Define service levels by ticket type, priority or client. Automatic alerts before deadlines, escalation to managers and real-time SLA compliance reports.
Knowledge base
Reduce ticket volume with a self-service article base. Public or private articles, categorised and indexed for instant search. Clients find their answers before even creating a ticket.
Smart assignment
Tickets are automatically assigned to the right agent based on request type, workload or skills. Customisable routing rules and balanced distribution among team members.
Satisfaction reports
Measure client satisfaction after each resolution via automatic surveys. Analyse response times, first-contact resolution rates and identify areas for improvement.
From ticket to resolution
in 4 steps
Receipt & creation
The ticket arrives by email, web form or client portal. It is automatically recorded with its priority, type and requester's contact details.
Assignment & routing
The intelligent routing engine assigns the ticket to the right agent according to defined rules. The SLA starts and response and resolution time counters are activated.
Resolution & follow-up
The agent handles the ticket with access to the full client history. They communicate via the portal, add internal notes and resolve the issue within SLA deadlines.
Satisfaction & improvement
A satisfaction survey is automatically sent after resolution. Results feed reports and allow identifying trends and necessary improvements.
Support connected to your entire ERP
Neoffice Helpdesk does not live in a silo — it draws on all your company data for effective support.
Client history from CRM — the agent sees at a glance the client's purchases, quotes and past interactions
Billing for support time — support hours are converted into invoice lines via the Accounting module
Integrated communication — email and chat exchanges with the client are centralised in the Messaging module
Linked document base — knowledge base articles are connected to Document Management
One simple price, all inclusive
Everything your SME needs to get started, no surprises.
Neoffice Management
The all-in-one cloud ERP for your SME
Monthly billing — no commitment
1 company · 1 user
- Sales & Swiss QR Invoicing
- CRM & Client Relations
- Purchasing & Suppliers
- Stock & inventory management
- Project management & tasks
- Multi-currency accounting & VAT
- Point of Sale (till)
- Website & online sales
- HR & Swiss payroll (SwissDec)
- Helpdesk & Client support
- Nora — Integrated AI assistant
- Document management (DMS)
- Analytics & Dashboards
- Automation & Workflows
- Online training (LMS)
- Communication & Messaging
- Mobile application
- Swiss compliance (nFADP, VAT, QR)
- Swiss cloud infrastructure
- Work sheets & Bookings
- Updates & improvements included
- Standard support included
No commitment · No credit card
Need tailored support?
Explore our complementary services →Why pay for 11 tools when one is enough?
Neoffice replaces the software you are already paying for — at a single price.
11 subscriptions · 11 invoices · 11 logins
tout compris
d'économie / mois
d'économie / an
outils remplacés par un seul
Questions fréquentes — Helpdesk & Client Support
Can clients create tickets by email?
How do SLAs work?
Is the knowledge base accessible without an account?
Can support hours be billed?
How can support quality be measured?
Modules complémentaires
Website & Page Builder
Create and manage your professional website directly from Neoffice. Generate a complete site in minutes with Nora AI, refine it with the visual editor and connect every page to your ERP data — without leaving your work environment.
En savoir plus
Communication & Messaging
Centralise all your business communications in Neoffice. Internal chat, WhatsApp Business, VoIP telephony and webmail — your teams collaborate effectively from a single platform.
En savoir plusIntéressé par Helpdesk & Client Support ?
Discutez avec Nora, notre assistante IA, pour nous parler de votre projet.
- Vos idées sont en sécurité avec nous.
- Nous répondons rapidement.
- Vous travaillerez avec les meilleurs.
Propulsé par IA locale — vos données restent en Suisse