Getting Started with Helpdesk

The Helpdesk module provides a fully integrated, simple solution to online communication between you and your customers. That is, your customers can send you communications through your Brightpearl web portal. Communications are received in Brightpearl in the form of Tickets, visible in the Helpdesk (and on contact records).


Tickets are used for receiving, monitoring and responding to customer service enquiries, complaints and work requests. A ticket is created by a customer via your webportal, or you can manually create tickets in 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.


If you are using the Brightpearl webportal, customers can register and log in to their account to make purchases, payments, view their account details, statements, outstanding balance, etc. They can also create Tickets for any enquiries 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

This is the area in Brightpearl where you can view all the Tickets. You can also manually add a Ticket here to ensure the issue is resolved and the customer informed. Any work you do on Tickets can be recorded in the form of notes, which you can make public to your customers, or private for internal use only.


To help keep you manage your customer enquiries (tickets) Brightpearl provides the following setup features:

  • Service Levels
    Use these to set the priority of tickets. You can set this against contact records so their tickets are automatically given 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 enquiry areas, for example, product enquiries, 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/SMS notifications to customers.
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