There are indeed a wide variety of software tools that businesses need. Although mainly for the IT and software industry (in the broadest sense), this apparently also applies to the world of helpdesk Software. There are hundreds, if not thousands, of different types of solutions romping around here. These range from small web applications based on PHP to highly complex applications for large support organizations. Some occupy niches others are quite common like the open source OTRS or the cloud service Zendesk. Certainly, some of these software packages, which are now quite powerful, were created by software developers for their own use.
Fully featured helpdesk software for SAP Business One
Maybe this was also an initial for the development of the Support desk from MariProject, the fully integrated solution for project-oriented companies. However, the software module for the user help desk has blossomed into a real professional tool. Fully equipped with everything a helpdesk software needs, however, the full integration into MariProject and thus into SAP Business One is what makes the module so interesting.
With the AddOn for SAP Business One, the first, second, third-level support process and organize systematically. The integrated ticket system can be operated without exception from the SAP Business One desktop client from the web and mobile client. However, this applies not only to the operators but also to the users, who can submit and track their tickets via a customer portal.
Always access to all data with a helpdesk software
Hotline employees can access all customer data via the integration with SAP Business One and continue to record all work immediately in terms of time and effort via the integrated tools of MariProject.
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filterable dashboards also provide an overview of the processing status of the various tickets. Individually configurable SLAs (Service Level Agreements) regulate all the conditions of support processing.
MARIProject's Support Desk (User Help Desk) enables online customer care for 1st, 2nd and 3rd level support. The ticket system is always particularly helpful for processing software reports from IT service providers.
Thanks to the integration of the helpdesk software from MARIProject in SAP Business One, hotline employees also have all the information they need to process inquiries at hand: customer master data, projects, products used, etc. You also benefit from these functions:
All data for evaluation
All recorded data is consistently available for evaluation. In addition to preconfigured evaluations, you set up individual, graphical dashboards with SAP Business One Version for HANA, such as ?Edited tickets per customer? or ?Actual Hours versus Billable Hours?. Weak points and potential can be quickly identified in dashboards.
Of course, all data can be evaluated with the SAP Business One reporting tools and processed into meaningful reports.
Extra features of the helpdesk software and deep integration
In particular, the whole module is deeply integrated into the messaging of MariProject. Tickets can also be created via email and all status changes can be accompanied by email notifications.
Last but not least, the knowledge required for operators and customers can be processed in a knowledge base and finally made available.
All of the described features of the helpdesk software are of course typical and ultimately not exceptional for a helpdesk software. However, the software application is nevertheless special: simply because of the thorough integration in SAP Business One / MariProject. Along with the many other modules and functions of the ERP –Systems for project service providers and plant builder Ultimately, this solution is something special.
