Note: This is a module for Perfex CRM , not a standalone script. This module works best on Perfex CRM version 3.2.1 and later. This module may not work if you are using Perfex CRM as a SaaS service. We recommend testing this module on a staging copy before deploying to your production Perfex instance.

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OVERVIEW

Advanced Support Management for Perfex CRM empowers your support team by centralising and enhancing your support workflow. Users can paste images or screenshots directly into ticket bodies and replies for faster issue resolution, while structured ticket categorisation and Service Level Agreements (SLAs) for response and resolution times help teams stay on top of priorities and maintain a clear history of all support interactions.

WHO IS IT FOR?

This module is ideal for businesses and organisations that:

• Run support desks or customer service teams and need faster, clearer communication using screenshots and visual context within tickets.
• Handle a high volume of technical or operational tickets where images and annotated screenshots help explain issues and solutions.
• Want to enforce Service Level Agreements (SLAs) for response and resolution times without complex manual tracking.
• Need a structured way to categorise support requests so tickets reach the right team or department quickly.
• Provide B2B customer support or internal IT support and rely on Perfex CRM as their central support and communication hub.
• Are looking to improve support efficiency and customer satisfaction by reducing back-and-forth and making ticket history easier to review.

WHAT’S NEW

Ticket Categories and Subcategories: This feature provides an efficient way to organise and manage support tickets by introducing a structured categorisation system. Users can create categories and subcategories, ensuring that each ticket is accurately assigned to the relevant category.

CORE FEATURES

SLA Automation: Automate Service Level Agreements (SLAs) to ensure timely responses for support tickets. Set default response times for departments and automatically apply them to tickets upon creation, ensuring your team meets critical service targets.

Service Level Agreements (SLAs): Define and apply SLAs to support tickets to set clear response and resolution time targets. This helps prioritise critical issues and improve customer satisfaction.

Enhanced Ticket Communication: Paste images and screenshots directly into ticket descriptions and replies. This simplifies sharing visual information for faster issue resolution.

Visual Communication in Replies: Easily paste images and screenshots directly into ticket replies and comments, making it simple to provide visual context and clear solutions.

Comprehensive Ticket History: Maintain a complete and visual record of all support interactions. Review past tickets, including all comments and images, even after they are closed.

BENEFITS OF USING THIS PERFEX CRM MODULE

Enhanced Communication: Share visual information instantly within tickets to resolve issues faster and more effectively.

Full-Screen Image Viewing: Click on the pasted images and screenshots to view them in full screen for better clarity and detailed analysis.

Increased Efficiency: Save time by eliminating the need to upload images manually, streamlining your workflow.

Improved Customer Satisfaction: Provide clear, actionable responses with visual aids that help customers understand solutions better.

Versatility: Support for multiple images ensures your team has all the tools they need for complex issues.

Future-Proofed: Additional features are in development to ensure ongoing innovation and value.

INQUIRIES AND SUPPORT

For any pre-sales inquiries, please use the discussion tab to ask any questions you may have.

If you have purchased this module and require support, please open a support query, and we will be glad to assist you.

For feature requests, please email us on the provided email address on our seller profile.

CHANGELOG

Version 1.1.2 | 07 December 2025

Enhancement: Made the SLA field optional for new ticket creation 

Version 1.1.1 | 15 November 2025

Feature: Ticket Categories and Subcategories for organising support tickets

Version 1.0.9 | 13 September 2025

Feature: SLA Automation to auto-apply default department response times on ticket creation Fixed: SLA description can't be loaded 

Version 1.0.8 | 06 March 2025

Feature: Introduced Service Level Agreements (SLAs) for support management

Version 1.0.7 | 24 February 2025

Enhancement: Further enhancements to image pasting in ticket description, ticket reply in admin view, client view and public view

Version 1.0.5 | 22 February 2025

Enhancement: Improved the image lightbox for full screen image viewing Bug fixing: Some minor bug fixes 

Version 1.0.3 | 05 February 2025

Bug fixing: Fixed the view path issue

Version 1.0.2 | 01 February 2025

Initial version