SAP B1 blog

The software meets all the important requirements of a support desk tool:

All have access to the web-based

It is important for any solution that wants to be taken seriously as a helpdesk software that it is accessible via the internet ? for staff and customers. Of course, all possibilities of displaying messages should be possible here.

Support Desk Roles and Messaging

For the workflow that controls the support desk, it is important that roles are clearly defined so that it is possible to control the support tickets in all their phases.

Notification of all stakeholders about tasks and progress of a ticket should be possible in different ways.

Overview of the Support Desk

A dashboard that shows all pending tickets and status changes is the important tool for all coordinating roles such as help desk managers.

Separate internal and external communication in support

Internal comments and communication with the customer must be possible separately at all levels. Automatic notification is also part of the natural scope of a help desk software.

No break after the support desk

The release and invoicing of the service must be possible from the same software without duplicate data storage or transfer of data.

In a short summary in a video, Maringo now shows the most important building blocks of the Support Desk solution.

Advantages of integration

What MariProject and SAP Business One also do, however, is provide transparency by integrating all other processes in the company. In this way, all costs and revenues can be brought into relation with the expenses and revenues from customer support.
The findings for controlling are a valuable basis and indicator for the customer relationship.
This most important relationship in the company should at least interest everyone from marketing and sales to sales after service.