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People and customers · Helpdesk and service

Every request, answered on time.

Emails and WhatsApp messages become tickets with service levels, owners and the customer's orders and invoices beside them. Nothing waits in a personal inbox.

Book a free systems review → See pricing

IncludedIncluded in Prospera ERP, with every other app.

Support specialist on a headset taking notes for a customer
Ticket #1042 · 1 h 20 min leftResponse target · Assigned to Salma
Ticket #1038 resolvedWithin service level

One queue, every channel

Email and WhatsApp requests land in one shared queue.

Targets you can see

Response and resolution clocks counting down on every ticket.

Context without asking

Orders, invoices and past tickets beside each request.

Answers written once

A knowledge base your team and customers both use.

What it does

Support that knows the customer.

The helpdesk runs on the same customer record as sales and accounts, so the agent sees what was bought, delivered and paid.

Tickets from email and WhatsApp

Each message opens or updates a ticket on the right customer, with the whole conversation kept in one thread.

Service levels

Response and resolution targets by priority, customer group or contract, counted in your working hours and holidays.

Assignment

Route tickets by team, product or region, spread the load across agents, and escalate before a target is missed.

Knowledge base

Articles your team writes once, used in replies and published for customers in Arabic and English.

Customer portal

Customers raise requests, follow progress and see their orders and invoices on one secure page.

Linked to orders and invoices

Raise a ticket against an order or invoice, then draft a replacement, return or credit note from it.

See every feature →
Clinic receptionist handing an appointment card to a patient

After the sale

Service that remembers every customer.

Clinics, distributors and service firms keep every request, order and invoice on one history.

Ticket view

The answer is already on the screen.

When a customer writes about a wrong delivery, the agent sees the order, the invoice and the payment beside the message. They can raise a replacement or draft a credit note for approval without leaving the ticket.

Fewer transfersThe first agent can resolve it, because the facts are there.
Finance stays in controlCredit notes go to approval before anything posts.
Service you can reportBreached targets, open tickets and resolution times by team.

Illustrative interface concept. Not a live product screenshot.

On the same record

Connected to everything else.

CRM and salesInvoicing and collectionsProspera CommerceHow the platform is builtSee pricing

Included in Prospera ERP, with every other app.

Every app included, from EGP 2,470 a month in year 1. See your price next to Odoo and Zoho One.

Book a free systems review →Pricing

Questions

Questions, answered.

Not answered here? The free systems review covers it with your own processes.

Is the helpdesk included?

Yes. Helpdesk, service levels, knowledge base and customer portal are all included.

Can customers raise tickets on WhatsApp?

Yes. Messages to your WhatsApp Business number can open a ticket or add to an open one, and agents reply from the ticket.

How do service levels work?

You set response and resolution targets by priority or customer group, with your working hours and holidays. Each ticket shows the time left, and overdue tickets escalate to a team lead.

Can an agent issue a credit note?

Agents can draft a return or credit note from the ticket. It follows your approval rules and posts to the books only once approved.