Helpdesk
Tickets with an SLA that actually stops
Multi-desk ticketing with frozen SLA clocks, routing and escalation, a deflecting knowledge base and CSAT.
Not available in the Desktop Suite.
What Helpdesk does
SLA clocks that pause
Waiting on the customer stops the clock — otherwise every SLA report is fiction.
Deflection
Knowledge base surfaced at ticket creation, so the answerable ones never become tickets.
Who uses it, and for what
- Desk agent
Waiting on the customer for two days
The SLA clock pauses in the waiting state instead of breaching on its own
- Support lead
Ticket volume climbing every week
Knowledge-base articles surfaced at ticket creation, so answerable questions never become tickets
- Desk manager
A ticket sits unowned past its due
Routing and escalation rules move it to the right desk before the SLA breaches
Questions
Can customers raise tickets themselves?+
Yes — a support portal gives them a login for their own tickets.
Which edition includes Helpdesk?+
Helpdesk is in the Cloud Suite only. It is not part of the Desktop Suite, and we mark that plainly on every card and page rather than leaving it to be discovered after purchase. If Helpdesk is why you are here, the Cloud Suite is the edition to choose.
What does Helpdesk actually include?+
Multi-desk tickets, SLA clocks, routing and CSAT. In practice that means sla clocks that pause and deflection — each of which is a working screen rather than a line on a roadmap. The full breakdown, with what every one of them does, is on this page above.
Does Helpdesk work with the rest of LekhaPro, or is it separate?+
It is not a separate product and there is nothing to integrate. Helpdesk reads and writes the same database as the ledger, stock and customer master, so a figure it shows is the figure the books hold — not a copy synced overnight, and not a number you have to reconcile against another screen before you trust it.
What else comes with Helpdesk?+
Helpdesk sits in the Industry group of the catalogue, alongside Pharma, Real Estate, Distribution, Retail Chains and Logistics & Fleet and 7 more. They are separate applications with their own screens, not modules of each other — but they share one database, so what you enter in any of them is immediately real to the rest.
Does Helpdesk work offline?+
Helpdesk is a Cloud Suite application, so it needs a connection — it runs in the browser against your tenant rather than a local file. If working with the internet off is a hard requirement for your business, the Desktop edition is the one to look at, and it does not include Helpdesk.
Is there AI in Helpdesk?+
Not as a feature of this application, and we would rather say so than claim it. The AI surfaces in LekhaPro — Copilot, the CFO, the deterministic insight engines — read the data Helpdesk produces, so its records inform them, but Helpdesk itself is deliberately a plain, fast, keyboard-first application.
Which businesses is Helpdesk for?+
Any business running LekhaPro. Helpdesk is part of the horizontal suite rather than a trade-specific pack, so it behaves the same whether you are a retailer, a distributor, a manufacturer or a services firm — the industry packs change the screens around it, not the application itself.
Can I control who sees Helpdesk?+
Yes. Access is by role rather than all-or-nothing, so a billing clerk can reach Helpdesk without reaching the books behind it, and an approver can see what needs a decision without editing anything else. On the Cloud edition every change also carries who made it and when.
Does Helpdesk cost extra?+
Helpdesk is part of the suite, not a paid add-on billed per use. What your plan tier decides is reach and depth — how many devices connect, multi-branch and multi-warehouse reporting, and whether the conversational AI copilots are switched on. The full accounting core is in every plan, including the entry tier.
See Helpdesk on your own books
Start a free trial, or have us walk you through it with your numbers in front of you.
Looking for the detail? Helpdesk & ITSM Ticketing Software