Support Settings
Support Settings allow you to configure global options for support-related documents in ERPNext, including Service Level Agreement (SLA) tracking and Issue management.
These settings help standardize support operations by controlling SLA behavior and automating the lifecycle of support issues.
How to Access Support Settings
Go to:
Home > Support > Settings > Support Settings
1. Service Level Agreements
The Service Level Agreements section contains settings related to SLA tracking and management for support issues.
1.1 Track Service Level Agreement
Enable this option to start tracking Service Level Agreements (SLAs) for Issues.
Once enabled, ERPNext monitors issue response and resolution times based on the configured SLA policies.
Enable this setting to automatically track whether support teams are meeting their defined SLA commitments.
1.2 Allow Resetting Service Level Agreement
This option allows support agents to reset SLA timers when required.
Resetting the SLA can be useful when an issue is updated with new information, changes status, or requires a revised response timeline.
This provides flexibility to recalculate SLA timelines when support conditions change.
2. Issue Settings
The Issues section controls how support tickets are automatically managed after resolution.
2.1 Close Issue After Days
Specify the number of days after which Issues with the status Replied or Resolved are automatically closed.
If the customer responds after an Issue has been closed automatically, ERPNext reopens the Issue so that the support team can continue the conversation.
Automatic Issue closure helps maintain a clean support queue while ensuring customer replies can reopen previously closed tickets.
Summary
- Enable SLA tracking for support Issues.
- Allow support teams to reset SLA timers when necessary.
- Automatically close resolved or replied Issues after a specified number of days.
- Closed Issues automatically reopen if the customer sends a new response.
