Customer Service Management module for Perfex CRM

Note: This is a module for Perfex CRM. Not a standalone script.

Brief description

Customer Service Management Module is a comprehensive suite of tools that businesses use to streamline and enhance their customer support operations. It serves as a centralized platform that lets companies manage customer inquiries, track interactions, and provide timely and personalized support across multiple customer service channels.

Module Features

1. Dashboard
2. SLAs:
   • SLAs Management
   • Violation Ticket Management
3. KPIs:
   • KPIs Management
   • Violation Ticket Management
4. Workflow Management
5. Category Management
6. Scanned Mail Management
7. Tickets:
   • Ticket Management
   • Stage Management
   • Ticket Workflow Management
   • Ticket Action Management: Post Reply, Post Internal Note, Dept Transfer, Assign Ticket
   • Ticket History
   • Customer Related Information
8. Settings:
   • General Settings
   • Mail Scan Rules: Blocked Senders, Blocked Subject, Blocked Phrases, Allowed Senders, Allowed Subject, Allowed Phrases
   • Email Template Management
   • Support Term & Conditions
   • Prefix Settings
9. Client Portal:
   • Dashboard
   • Ticket Management
   • Rating Management
10. Integration:
    • Service Management module for Perfex CRM
    • Warranty Management module for Perfex CRM
    • Workflow Automation module for Perfex CRM

Demo

Customer Service Management Demo

Set-up

Included documentation will help you upload and activate the module inside Perfex CRM, if you are not aware on how to do it.

Support

Our support team is always around to help. Feel free to raise a support ticket. Guys from support department will get back to you as soon as possible with a reply, guiding you through any issues.

Changelog

Version 1.0.0 / 2024-07-26

    Initial version

Version 1.0.3 / 2026-05-26

    Added Ticket Custom Fields support and integrated custom fields into the Web to Ticket form builder.
    Introduced Ticket Form Builder to create customizable ticket submission forms for external websites.
    Added support for automatic customer creation and email-based customer mapping from ticket forms.
    Added attachment support for ticket forms and internal notes.
    Added Service Time feature with SLA integration.
    Added option to hide the support menu on the client portal.
    Added permissions for the Settings menu.
    Improved customer and employee data loading using AJAX for better performance.
    Enhanced ticket detail workflow with better tab naming, customizable columns, date range filters, and datetime support for feedback.
    Improved ticket list usability by moving the issue summary column for faster visibility.
    Updated customer search in tickets using AJAX.
    Enhanced Web to Ticket issue summary field from input to textarea.
    Fixed issues submitting tickets and viewing files on the client portal.
    Fixed dashboard filtering issues.
    Fixed email template update issues in Customer Service settings.
    Fixed ticket email formatting issues when sending replies.
    Fixed Web to Ticket status saving issues.
    Fixed cron job execution issues in Customer Service.
    Fixed spam mail handling logic.
    Fixed issue where unrelated core ticket emails were processed incorrectly.
    Fixed client ticket issue where the created date changed after updates.
    Fixed various minor issues to improve stability and performance.

Version 1.0.4 / 2026-07-25

    Added ticket status integration with Tickets and Workflow automation.
    Improved ticket workflow handling with status-based automation support.