Frequently asked questions

Yes. Tickets can be created three ways: email-to-ticket (any message sent to your support address becomes a ticket automatically), a customer portal where people raise requests themselves, and manual entry by an agent. Every ticket gets a unique ID and its own conversation thread so nothing gets lost.

SLAs (service-level agreements) let you set first-response and resolution targets for each priority level, so urgent tickets are handled faster than routine ones. When a target is at risk or breached, Branova Helpdesk flags the ticket and can escalate it automatically to the right agent or manager. This keeps your team on top of commitments without manual tracking.

Yes. You can publish self-service articles in a built-in knowledge base so customers can find answers on their own before raising a ticket. A good knowledge base deflects repetitive questions and lets your agents focus on the issues that really need a human.

There's a free tier so you can start without paying anything, and paid plans are priced in ₹ with the option to cancel anytime. You can compare features and prices on the pricing section of our home page.

Yes. You can add multiple agents, organise them into groups or teams, and give them roles that control what they can see and do. Tickets can be assigned manually or shared automatically using round-robin so work is spread evenly across the team.

Yes. Customers get a portal where they can track the status of their own tickets, reply to conversations, and browse your knowledge base for answers. It gives them visibility into their requests and reduces the number of "any update?" follow-ups your agents receive.

Yes. You can save canned responses and macros for the replies you send most often, so answering common questions takes a click instead of retyping. Automation rules can auto-assign, tag, and route incoming tickets based on their content, keeping your queue organised without manual sorting.

Branova Helpdesk reports on ticket volume, response and resolution times, SLA compliance, and individual agent performance. It also captures customer-satisfaction (CSAT) ratings so you can see how happy customers are with the support they receive. Together these give you a clear picture of both your team's efficiency and your customers' experience.

Yes. You can define your business hours and holidays so SLA timers only count working time and pause automatically off-hours. That means a ticket raised late on Friday isn't unfairly marked as breached over the weekend — the clock resumes when you're back at work.

Branova Business Suite is a family of connected business apps — CRM, Invoice, Helpdesk, Inventory, Booking, HRMS, AMC, Projects, Forms and Discover — that share one Branova account and a single, consistent design. You sign in once at apps.branova.in and open any app you've subscribed to. Each app is a complete product on its own, so you can use just Branova Helpdesk or run your whole business on the suite.

No. Each Branova app has its own separate database, so the business data you create in Branova Helpdesk stays inside Branova Helpdesk. You sign in once with a single Branova account (single sign-on), but signing in never copies or merges data between apps. Data moves between apps only if you deliberately export it or set up a specific integration yourself.