Edit support tickets quickly
The Support Desk (User Help Desk) of MARIProject enables online customer support for 1st, 2nd and 3rd level support. The ticket system has proven to be particularly helpful for processing software messages from IT service providers.
Due to the integration of MARIProject in SAP Business One, hotline staff have all the information they need to process requests at their fingertips: Customer master data, projects, products used, etc. In addition, you benefit from these functionalities:
- Add images and documents
- Forward tasks to colleagues
- Document the processing
- Ensure smooth data exchange with customers
- Assign priority levels
- Define service level agreements
- Track time for each support ticket
- Bill support tickets
Analyse support tickets
In addition to preconfigured analyses, you can set up individual, graphical dashboards with your SAP Business One version for HANA, such as “Processed tickets per customer” or “Actual hours versus billable hours”. Dashboards allow you to quickly identify weaknesses and potentials.
Learn more about the MARIProject Support Desk in this video: