Every customer request,
answered and on record
Receive requests by email, through the client portal or from a form on your website, route them to the right department, and reply from one clear screen. BOOM ERP separates replies from internal notes, keeps drafts safe and shows the customer exactly where their request stands.
Start SupportingA Help Desk Built Into Your Business System
Tickets sit next to the customer, their contacts, invoices and projects, so whoever replies has the full picture.
Three Ways In
Customers open tickets from the client portal or a ticket form you embed on your website. Emails to a department mailbox can be imported as tickets automatically.
- Client portal
- Web ticket form for your site
- Email import per department
- Replies by email join the ticket
Departments and Priorities
Route each ticket to a department, set its priority and service, and use your own statuses. Staff can be limited to the tickets of their departments.
- Departments with their own mailbox
- Custom priorities and statuses
- Services to classify requests
- Access by department
Reply or Internal Note
A coloured bar above the editor states that a reply is emailed to the customer, and a different bar marks a note as internal. No more private notes sent by mistake.
- Clear reply bar
- Distinct internal-note bar
- Recipient shown before sending
- Status after sending made explicit
Predefined Replies as Buttons
Your saved answers appear as buttons above the editor, so common questions are answered in one click and the wording stays consistent across the team.
- One-click saved answers
- Same list your team maintains
- Stays usable with long lists
- Consistent wording
Drafts That Survive
A reply you started is saved in the browser automatically. Close the tab by accident and it is waiting when you come back — for staff and for customers.
- Automatic staff drafts
- Automatic customer drafts
- Restore or discard
- Nothing stored on the server
A Real Conversation View
Customer messages and staff replies appear on opposite sides in different colours, each with a badge naming the sender, so a long ticket reads like a chat.
- Messages on opposite sides
- Colour per sender
- Sender badges
- Dash-only separator lines hidden
A Clear Page for the Customer
Under the status, the customer sees a short sentence explaining what it means. The reply box tells them what to write, and the page works well on phones.
- Status explained in plain words
- Guidance in the reply box
- Public link without sign-in
- Better display on phones
Stay in Control
Merge duplicate tickets, block a sender, apply bulk actions, and see when a colleague is already replying. Tickets with no activity can close automatically.
- Merge tickets
- Block unwanted senders
- Bulk actions
- Auto-close after inactivity
Support Tickets: Clear for Your Team, Clear for Your Customer
Support goes wrong in small ways: a note sent to the customer, a reply lost when a tab closes, a customer who cannot tell whether anyone has seen the request. BOOM ERP closes each of those gaps.
The screen improvements change layout and wording only. They add no fields and do not touch how replies are sent or saved, so your existing tickets and emails keep working exactly as before.
Tickets are part of the core platform and sit next to the customer in the CRM. Collect detailed requests with Forms when you need more than a ticket form.
From Request to Resolution
1. Receive
A ticket arrives from the portal, your website form or an email to a department.
2. Route
It goes to the right department with a priority, a service and a status.
3. Reply
Answer with a saved reply or write your own; add internal notes for the team.
4. Resolve
The customer sees the status explained, and idle tickets can close automatically.
Everything a Support Team Needs
What your team gets with Support Tickets:
- Channels — client portal, embeddable web form and email import.
- Departments — each with its own mailbox and staff access.
- Classification — custom priorities, services and statuses.
- Reply vs note — coloured bars that show who will see the message.
- Saved replies — predefined answers as buttons above the editor.
- Drafts — saved automatically in the browser for staff and customers.
- Conversation view — messages on opposite sides with sender badges.
- Customer page — status explanations, reply guidance and a phone-friendly layout.
- Merge — combine duplicate tickets into one.
- Spam control — block senders from opening tickets.
- Collision notice — see when another staff member is replying.
- Auto-close — close tickets after a set period without activity.
Where Teams Put It to Work
Want to see it first? Talk to us, or compare the plans.
Frequently Asked Questions
How can customers open a ticket?+
Can a customer follow a ticket without signing in?+
How do I avoid sending an internal note to the customer?+
What happens if I close the tab while writing a reply?+
Can I merge duplicate tickets?+
Do the screen improvements change how tickets are stored?+
Give every request an owner and every customer an answer.
One help desk, inside the system your team already uses. Talk to us for a quick walkthrough.
Start Supporting