Getting started with Helpdesk

The Helpdesk module provides a fully integrated, simple method to allow online communication between you and your customers. Customers use the web portal to raise tickets, which can then be viewed in Brightpearl in the Helpdesk module.


Tickets are used for receiving, monitoring and responding to customer service inquiries, complaints and work requests.

A ticket is created by a customer via your web portal, or manually in the Brightpearl back office for issues or requests raised directly with you over the phone or by email. Responses to the queries can be entered against the ticket and distributed to all relevant parties via email with a full history of communication stored against the ticket in Brightpearl.

Web portal

If you are using the Brightpearl web portal, customers can register and log in to their account to make purchases, payments, view their account details, statements, outstanding balance, and so on.

They can also create tickets for any inquiries or issues they may want to raise with you. They will be able to track the progress and any public comments you make on the ticket.

Back office

When logged in to the Brightpearl back office, you can manually raise tickets or view all the tickets raised by your customers in the Helpdesk module. 

Any work you do on tickets can be recorded in the form of notes, which can be made public, to be viewed by your customers, or private for internal use only.

Set up and configuration

To help keep you manage your customer inquiries, Brightpearl provides the following options to configure:

  • Service levels
    Use these to set the priority of tickets. You can set a service level against a contact record to automatically give the customer's tickets a certain service level, or manually set it on a ticket-by-ticket basis to ensure those of high priority are tackled first.
  • Categories
    Use categories to sort tickets into specific inquiry areas - for example, product inquiries, delivery issues or billing issues.
  • Statuses
    Use statuses to track the progress of tickets as you work on them - for example, "not started", "in progress", "completed".
  • Ratings
    Ask your customers to rate your customer service by selecting a rating on the ticket when they log in to their account via the web portal.
  • Helpdesk settings
    Activate your web portal, set default ticket statuses, as well as switch on automatic email or SMS notifications to customers.
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