HelpNex Complete support management platform
HelpNex transforms your customer service with intelligent ticket management, SLA tracking, knowledge base, and real-time analytics. Deliver exceptional support experiences at scale.
- Intelligent ticket routing
- Automated SLA management
- Self-service knowledge base
- Automated CSAT surveys
- Real-time analytics & reports
- Team & skill management
- Smart pre-breach alerts
- Multi-channel ticket capture
What is HelpNex?
HelpNex is a comprehensive customer support management platform designed to streamline your helpdesk operations. From ticket creation to resolution, manage customer inquiries efficiently with intelligent routing, SLA tracking, and real-time analytics.
Intelligent ticket routing
Auto-assign tickets to the right agents based on skills and availability.
SLA management & alerts
Never miss a deadline with automated SLA tracking and breach alerts.
Self-service knowledge base
Empower customers to find answers with searchable KB articles.
Customer satisfaction surveys
Collect feedback and measure CSAT scores automatically.
Powerful support features. Everything you need, connected.
Everything you need to deliver exceptional customer support — from the first ticket to the final survey.
Ticket management
Create, track, and manage support tickets with intelligent routing, prioritization, and status workflows.
SLA management
Define response and resolution SLAs by priority. Get alerts before breaches and track compliance metrics.
Knowledge base
Build a searchable self-service portal with articles, FAQs, and guides to reduce ticket volume.
Reports & analytics
Detailed reports on ticket trends, agent performance, SLA compliance, and CSAT scores.
Team management
Organize agents by departments, manage skills, and track availability status.
Customer satisfaction
Automated CSAT surveys after ticket resolution with detailed feedback tracking.
Smart notifications
Real-time email alerts for ticket updates, SLA warnings, and escalations.
Built for how support teams actually operate.
Routing, SLAs and satisfaction — the three things every support lead watches.
Every ticket, routed to the right agent instantly.
Tickets are automatically categorized, prioritized, and assigned based on agent skills and availability — so nothing sits in a shared inbox waiting to be noticed. Status workflows keep every ticket moving from open to resolved.
- Skill & availability-based auto-routing
- Priority-driven queues
- Up to 40% faster response times
| Subject | Priority | Agent |
|---|---|---|
| Login failing after reset | High | M. Silva |
| Invoice discrepancy | Medium | R. Perera |
| Feature request: export | Low | Unassigned |
Never miss an SLA again.
Define response and resolution SLAs by priority level, and let HelpNex track every ticket against the clock. Proactive alerts fire before a breach happens, and escalation workflows keep at-risk tickets visible to the right people.
- SLA targets by priority level
- Pre-breach alerts & escalation workflows
- Live SLA compliance tracking
Deflect tickets. Measure satisfaction.
A searchable self-service knowledge base of articles, FAQs, and guides reduces ticket volume before it starts. Once a ticket is resolved, an automated CSAT survey captures how the customer felt about the experience — no manual follow-up required.
- Searchable self-service KB portal
- Automated CSAT surveys post-resolution
- Detailed feedback tracking & trends
How it works. Streamlined support in five steps.
From the moment a customer asks for help to the moment they rate it.
Submit ticket
Customer creates a support ticket via portal, email, or form.
Auto-assign
Ticket is categorized and routed to the appropriate agent or team.
Investigate
Agent reviews the issue, adds comments, and works on resolution.
Resolve
Issue is resolved, customer is notified, and ticket is closed.
Feedback
Customer receives a CSAT survey to rate their support experience.
Built for modern support teams. Designed to make a difference.
Faster responses, kept promises and clear numbers — at any team size.
Fast response times
Intelligent routing ensures tickets reach the right agent instantly, reducing response times by up to 40%.
Never miss an SLA
Proactive alerts and escalation workflows keep your team on track against every SLA.
Actionable insights
Comprehensive dashboards and reports give you visibility into team performance and customer trends.
Scalable solution
From startups to enterprises, HelpNex scales with your support needs without compromising performance.
Flexible pricing plans. Choose the plan that fits your team.
Every plan is tailored to your team — talk to us for a quote.
Starter
Perfect for small teams getting started
- Up to 5 agents
- Ticket management
- Email notifications
- Basic reporting
Professional
For growing support teams
- Up to 25 agents
- SLA management
- Knowledge base
- CSAT surveys
- Advanced analytics
Enterprise
For large organizations
- Unlimited agents
- All Professional features
- Custom integrations
- Priority support
- Dedicated account manager
Ready to transform your
customer support?
Let's talk. Schedule a demo and see HelpNex in action.
[email protected] · +94 76 388 6680 · Colombo, Sri Lanka