Operations ERP Suite
The full ERP spine: orders, CRM, production, stock, purchasing, projects, finance, approvals, reporting, people and automation.
Next.js · TypeScript · PostgreSQL · Recharts
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From $899
Support deskManager1 / 12
Business Operations
LogisticsLive
Logistics Support Desk
Almost every delivery complaint is a shipment problem wearing a customer’s name. Link the case to the consignment and one fix closes both, instead of an agent and a depot working the same failure from opposite ends.
- From
- $629
- Function
- 24
- Roles
- 5
- Users
- Unlimited
Next.js · TypeScript · PostgreSQL · Auth.js
Inside the app
What it does out of the box
24 connected functions on one schema, spanning two sides of the same relationship. Everything below is in the template before a line of customisation.
The queue
Status, priority, category, channel, SLA state, agent and queue, all filterable together. Sorted by how far past the clock a case is rather than when it arrived, because a case that breached an hour ago is still recoverable and one that breached last week is not.
Cases tied to shipments
A case carries the consignment that caused it. Open the shipment and every case against it is listed; open the case and the route, the proof of delivery and the exception are already there.
SLA clocks that pause
First response and resolution run per tier, and stop while a case waits on the customer. Time spent waiting on them is not counted against you, which is the only way the number means anything.
The exception list
Damaged, delayed, failed, returned and disputed, with the reason and the cases attached. Most of the queue traces back to a handful of consignments, and this is where you see that.
Proof of delivery
Photograph, signature and the GPS point, against the delivery address. A disputed delivery is decided on that comparison, so it is held here rather than only in the carrier’s system.
Customers
Tier, preferred channel, open cases and shipments in flight on one row. A VIP with three open cases and six consignments moving is the account about to escalate.
The knowledge base
Customer-facing answers and internal guidance in one library, kept apart by audience. Internal articles never reach the portal and never land in a reply, and that is enforced rather than left to whoever is typing.
Macros
Canned replies per category, inserted into the thread rather than pasted over it. Usage counts are visible, so a macro nobody applies is obvious.
Reports
Volume by day, channel and category; satisfaction by rating; agent load against resolution; and the exception detail behind it. The unassigned row is included, because it usually breaches more than any individual.
Routing and queues
Front line, claims, escalations and carrier liaison, with the rule that feeds each. When a queue is empty and the cases it should hold are elsewhere, the rule is wrong and the numbers say so.
The customer portal
Help centre, one screen to raise a case, and tracking by reference. No account required, and the SLA clock is shown to the customer rather than hidden behind an apology.
Five roles
Agent, support manager, operations, administrator and customer. Operations see shipments without the queue; the customer sees their own case and nothing else.
Permissions
Five roles, and the customer is one of them
Operations get the shipments without the queue, and administrators get the routing rules without the cases. The customer side is a real part of the application rather than a contact form: it shows the same SLA clock the agent sees, including when it has already been missed.
Support agent8 functions
Works the queue
- The queue, filtered seven ways at once
- A case with its clock, customer history and linked shipment
- Macros and knowledge articles inserted into the reply
- Customer accounts with tier and open-case count
- Shipments and their exceptions
Support manager14 functions
Owns the numbers
- Breaches, ageing and what is still unassigned
- Volume by day, channel and category
- Satisfaction against SLA compliance
- Agent load, resolution and breach counts
- The shipment exceptions feeding the queue
Customer3 functions
Never has to sign in
- Answers about delay, damage, address and proof of delivery
- One screen to raise a case, with a reference on the spot
- Tracking by reference, without an account
- The clock, including when it has been missed
- Replies on the channel it was raised on
The build
Every function in the box
24 functions, all of them live in the preview. Nothing on this list is a mockup or a roadmap item.
Support desk
- Overview
- Cases
- A case
Logistics
- Shipments
- A shipment
- Customers
Reference
- Knowledge base
- Reports
Configuration
- Administration
Customer portal
- Help centre
- Raise a case
- Track a case
What you get
Delivered as a repository, not a login.
Finance and operations teams whose purchasing runs on email approvals and a shared drive.
- 12 production functions spanning the support desk and the customer portal
- Full source code and PostgreSQL schema in your repository
- Role-based access control, enforced server-side
- Immutable audit log written on every change
- Responsive layouts, usable on a phone, not just resized
- CSV import and export on every core record
- Deployment configuration for your cloud account
- Twelve months of updates, and no per-seat charge ever
Access and evidence
Built to survive an audit
A support desk holds what customers told you when something went wrong, which is why who can read a case and what leaves the building are structural here rather than a checklist someone signs at year end.
- Row-level permissions, enforced server-side on every query
- A customer sees their own case and nothing else, with no account required
- Internal knowledge articles cannot be sent to a customer or reach the portal
- SLA state recorded per case, including the time the clock spent paused
- Private notes held apart from the correspondence that was actually sent
- Cases attached to the customer and to the shipment they concern
- Immutable audit log with seven-year retention and export
Related
Apps that pair with this one
Inventory Control
Catalogue, stock, warehouses, purchase orders, suppliers, sales, cycle counts and valuation, on one append-only movement ledger.
Next.js · TypeScript · PostgreSQL · Tailwind
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From $649
Order Management
A full order management system: orders, customers, catalogue, stock, warehouses, shipping, returns, automation rules and integrations.
Next.js · TypeScript · PostgreSQL · Tailwind
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From $699
Questions
Logistics Support Desk, in practical terms
Do I get the source code for Logistics Support Desk?
Yes. The repository, application code, database schema, migrations, seed data and deployment configuration, is transferred to your organisation on delivery. There is no licence key and nothing that calls home.
How many people can use it?
As many as you like, on both sides. Pricing is per application, not per user, so every agent and every customer account exists at no extra cost.
How are SLA targets configured?
In settings, by a support manager, without a developer. A policy pairs a customer tier with a first-response and a resolution target, and the same screen decides which queue a category routes to. Changes apply to new cases, so anything already open keeps the target it was raised under.
What can a customer see?
Their own case and nothing else, and they never have to sign in. A reference number opens the status, the conversation and the SLA clock, including when we have already missed it. They cannot see other customers, your queue, your agents, or any private note left on their own case.
Can Logistics Support Desk be changed to match our process?
That is the usual route. A fitted build adjusts categories, queues, SLA policies, the macro library, carrier integrations and branding, and typically takes one to three weeks from a signed scope.
What does it cost to run?
Hosting only, paid to your own cloud provider, roughly $50 to $200 a month depending on order volume and document storage. There is no recurring fee to us unless you choose managed hosting.
Want Logistics Support Desk shaped around your process?
A fitted build adjusts fields, stages, roles and integrations to how your team already works. One scoping call, a fixed price, one to three weeks.
