Support
Every customer issue, answered on time.
Tickets with SLA timers, routed to the right team and linked to the customer's account in your books.
- Works today on the demo company
- Live demo sign-in from us, on request
- Your server or MyRecords Cloud
- Built for you
- Customised
- to your requirements, by our team
- Users
- Unlimited
- no per-user fees, on any module
- Runs on
- Your server or MyRecords Cloud
- a dedicated system, in any country
What it fixes
What changes with Support.
In short
Support in MyRecords turns every customer question or complaint into a ticket with a number, a priority and an SLA: the promised time to reply and to resolve. Tickets are routed to teams, answered from one page with saved replies and help articles, and rated by the customer. Support customers stay linked to your ERP customers, so an agent sees the account without asking.
-
Before: Complaints sit in one person's inbox or WhatsApp.
With Support: Every issue is a numbered ticket with an owner and a status the whole team can see.
-
Before: A reply is promised, then forgotten.
With Support: SLA timers show the time left to reply and to resolve. “SLA due soon” and “Past SLA” come first.
-
Before: Agents answer the same question ten times a day.
With Support: Saved replies and help articles paste into a reply, and “Which questions have no article?” shows the gaps.
-
Before: Nobody knows whether customers were happy.
With Support: Ask for a rating by e-mail or on WhatsApp. Recent feedback, with “Only 1 and 2 stars” ticked, shows the unhappy ones.
What it does
What Support does for you.
Everything here works today on the demo company, except where a tag says it needs your account or works in part.
- 01
Tickets
Status, priority, type, team, tags and assignee. A list with an SLA countdown column; Search tickets by number, words, e-mail or customer; assign, reply or merge in bulk; merge and split. Ticket forms can hold fields only agents see.
Works on the same records as
- 02
The ticket page
The conversation in order, Reply (e-mailed to the customer) or Internal note, Insert a saved reply…, Insert article, Cc / Bcc and Attach files, and Send and resolve. Similar tickets and the customer's earlier tickets sit beside it, and you see who else has the ticket open.
- 03
SLA timers
Reply and resolve times per priority and working hours, with your holidays. The clock pauses while you wait on the customer. A what-if shows when a ticket would be due, and targets can be suggested from your last 90 days.
- 04
Teams and assignment
Route tickets to teams in turn (round robin) or to whoever has the fewest open, and to an agent who speaks the customer's language. My status takes an agent out of the round; a shift roster does it by the hour, and overloaded agents' tickets can be moved.
- 05
Help articles and help centre
Articles in categories with a rich editor, inserted into replies, with reader votes. A public help centre with search and a "was this helpful" vote, switched on when you are ready.
- 06
Customer portal
Customers see their own tickets, reply, raise new ones with article suggestions and close them with a star rating. Off until you switch it on.
- 07
Figures and reports
Raised, resolved, resolved within SLA, first response, resolution time and rating, by team and agent, on the Support home and Ticket analytics. A Scorecard (PDF) per agent; per customer an account health score and a Support report (PDF), e-mailed every month if you like.
- 08
AI help
Explain and suggest next steps on a customer's account health, Coaching notes from an agent's scorecard, Suggest types from untyped tickets, and Summarise this call on a recording. The starter agent Ticket triage suggests each new ticket's type, priority and a help article. A person checks each one. With the AI Assistant add-on.
- 09 Once connected
Tickets by e-mail
Each mail to your support address becomes a ticket, and replies go out from it, once your support mailbox is connected.
- 10 Once connected
Calls
Call logs shared with CRM, with recordings through Exotel or Twilio, once you connect your account. A call logged by hand can be linked to its ticket today.
India compliance
For businesses in India, built in.
India is our first fully supported market. Each line says whether it works today, once you connect your account, or in part.
Outside India
Outside India, everything else on this page works the same in your own currency. These lines are extras for businesses in India.
What works in your country- Works today
Indian holidays in the SLA
National, festival and state holidays for the year, ticked into the SLA calendar, so a Diwali weekend does not count against your reply time.
- Works today
Tickets in Indian languages
A ticket's language is read from the script it is written in, such as Tamil, Telugu, Kannada or Bengali, and it goes to an agent who answers in it when one is free.
- Works today
Ticket types for Indian businesses
GST invoice correction, Delivery delay, Refund / UPI failed and Warranty / service visit, added in one click.
- Works today
Outside working hours
Tickets raised outside your working hours are counted on the Support home, and the portal shows the customer an outside-hours note.
- Works today
Rating on WhatsApp
"Ask on WhatsApp" sends the rating request as a WhatsApp click-to-chat message. No WhatsApp Business account is needed for this.
- Works today
The customer's dues
The support customer is linked to its ERP customer, with the balance and overdue invoices one click away.
Try it
See it work on sample data.
We show you the live system on a call, signed in as the demo company's support executive: the Support home, a ticket with its SLA strip and Search articles. Ask for a demo sign-in to explore it yourself, or join the pilot programme.
- First response
- Met · 18 min
- Resolution
- Met · 2 h 40 min
- SLA
- Standard
- Assigned to
- Divya Nair
-
Ramesh Kulkarni by e-mail · 10:02
Order SO-0412 came today, but 2 cartons of 4″ steel hinges are short. Please check.
- Ticket created from e-mail · SLA Standard applied
- Assigned to Divya Nair · Orders team, round robin
- Divya shared the ticket to #godown in Chat
-
Divya Nair reply · 10:20
Sorry, Ramesh. The 2 cartons left our Peenya godown today on DN-0233.
- Divya set status to Resolved · 12:42
# godownthread
Divya Nair 10:06
@Suresh was SO-0412 sent in full?
Suresh Patil 10:14
2 cartons missed the van. Sending today on DN-0233.
E-mail tickets work once your support mailbox is connected; agents can also raise tickets for callers, and customers through the portal. Fictional customer and team.
Reports and roles
What you see, and who sees it.
Reports come ready on day one. Each person sees only the screens and records their role allows.
Reports you get
- Ticket analytics (raised and resolved by week; by team, type, priority and status)
- Support ticket trends
- Support ticket overview
- First response speed
- Support hours breakdown
- Ticket search trends (KB coverage of tickets)
- Scorecard (PDF) per agent
- Support report (PDF) per customer
- Customer ratings
Who sees what
- Agent
- Work their own and their team's tickets from "My work".
- Agent Manager
- The team overview, agent load, SLAs, teams, saved replies and settings.
- Support customer
- Their own tickets in the portal. Internal notes are never shown to them.
- Owner
- See the figures, the SLA record and the ratings.
Before you decide
What works today, and what does not.
Said plainly, so you can plan around it. What comes next is on the roadmap.
Works today14
On the demo company, now.
- Tickets
- The ticket page
- SLA timers
- Teams and assignment
- Help articles and help centre
- Customer portal
- Figures and reports
- AI help
- Indian holidays in the SLA
- Tickets in Indian languages
- Ticket types for Indian businesses
- Outside working hours
- Rating on WhatsApp
- The customer's dues
Once you connect2
Built in; needs your own account with the provider.
- Tickets by e-mail
- Calls
Not in Support yet
Left out on purpose, or planned.
- An app from the app stores for agents. Support works in any phone browser and installs to the home screen.
- On a phone
- Works in any phone browser and installs to the home screen. Support needs a connection.
- Bringing data in
- Customers and contacts from Excel or CSV through Import data: Check the columns first, fix and re-import any rows that fail, and undo an import that created new records. "ERP customers in step" links support customers to your ERP customers by name.
- Getting data out
- Ticket lists and reports export to Excel or CSV; the agent scorecard and the customer support report print as PDF. On your own server, the database is yours.
- Integrations
- E-mail intake works once your support mailbox is connected (Support settings, "Connect an inbox"). Exotel or Twilio calls, and the monthly support report on WhatsApp, work once you connect those accounts. The WhatsApp rating link works today. AI help needs the AI Assistant add-on.
- Where it runs
- Runs as your own dedicated system: on your server under an AMC, or on MyRecords Cloud for a monthly fee. Ticket history stays in your system, and you can export everything when you leave. Data ownership and exit
Questions
Questions people ask
Something else on your mind?
Ask us anything about modules, a quote or moving across. A person from our team replies.
Ask a question01Can customers e-mail us and get a ticket?
Yes, once your support mailbox is connected. Each incoming mail becomes a ticket with the SLA applied; replies from the ticket go back by e-mail. Until then, agents raise tickets for callers and walk-ins with New ticket.
02Can customers check the status themselves?
Yes, if you switch on the customer portal. Customers see only their own tickets, reply, raise new ones and close them with a rating.
03Do SLA timers skip Sundays and holidays?
Yes. Each SLA follows your working hours and holiday list, and India's national, festival and state holidays can be ticked in for the year.
04Is it priced per agent?
No. Users are unlimited on every module, so every agent and manager gets a login. You pay for the modules you switch on.
05Can an agent see the customer's invoices?
The support customer is linked to its ERP customer, so the balance, overdue invoices and Customer 360 are a click away, if the agent's role allows it.
06Is the help centre public?
Only when you switch it on. Then published articles appear on a public help centre with search; drafts and authors stay private.
07Does Support use AI?
With the AI Assistant add-on, yes. It explains a customer's account health, writes coaching notes from an agent's figures, suggests ticket types, summarises call recordings, and its Ticket triage agent suggests a new ticket's type, priority and article. A person checks each one. Tickets, SLAs and routing work without AI.
08How does Support work with Chat?
An agent shares the ticket as a card in a Chat channel and the team replies in a thread. A chat message can also be turned into a ticket.
Last updated Applies to MyRecords 3 Nov 2026 release
Next step
See it on your own numbers.
A live demo on our sample company, with the modules you would switch on. Or ask us for a quote first.
Live demo
Book a walk-through
- On our sample company, for your kind of work
- A quote for the modules you need
- Your questions, answered by our team