There is indeed plenty of choice for some of the software tools that companies 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 solutions of different types. These range from small PHP-based web applications to highly complex applications for large support organisers. Some occupy niches, others are quite widespread, such as the open source OTRS or the cloud service Zendesk. Some of these now quite powerful software packages have certainly emerged from the in-house needs of software developers.
Fully equipped helpdesk software for SAP Business One
Perhaps this was also the starting point for the development of the Support desk of MariProject, the fully integrated solution for project-orientated 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, the full integration into MariProject and thus into SAP Business One is what makes the module so interesting.
With the add-on 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, web client 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 using the integrated MariProject tools.
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filterable dashboards The support centres also provide an overview of the processing status of the various tickets. Customisable SLAs (Service Level Agreements) regulate all support processing conditions.
MARIProject's Support Desk (User Help Desk) enables online customer support for 1st, 2nd and 3rd level support. The ticket system is particularly helpful for processing software messages from IT service providers.
Thanks to the integration of MARIProject's helpdesk software in SAP Business One, hotline staff also have all the information they need to process enquiries at their fingertips: Customer master data, projects, products used, etc. You also benefit from these functions:
All data for evaluation
All recorded data is consistently available for analyses. In addition to preconfigured analyses, you can set up individual, graphical dashboards with SAP Business One Version for HANA, such as "Tickets processed per customer" or "Actual hours versus billable hours". Weak points and potential can be quickly identified directly in dashboards.
Of course, all data can be analysed using the SAP Business One reporting tools and processed into meaningful reports.
Extra features of the helpdesk software and deep integration
The whole module is deeply integrated into the messaging of MariProject, tickets can be created via email and all status changes can be accompanied by email notifications.
Last but not least, the knowledge required by operators and customers can be compiled in a knowledge base and ultimately made available.
All the features of the helpdesk software described above are of course typical and therefore ultimately not unusual for helpdesk software. However, the software application is nonetheless special: simply because of the pervasive integration in SAP Business One / MariProject. Together with the many other modules and functions of the ERP -systems for project service providers and plant builder this solution is ultimately something special.
