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Trouble Ticket System in MerciGlobal Cloud ERP

MerciGlobal Cloud ERP features a seamlessly integrated Trouble Ticket System crafted to enhance and streamline customer support services. This robust tool ensures rapid and effective handling of customer issues, benefiting both end-users and internal support teams. βœ…

Accessing the Ticket Panel

The Ticket Panel is accessible via the main menu in MerciGlobal Cloud ERP for users assigned Admin or SOPC roles.

πŸ” Note: Ensure the user's mobile number and email address are updated in their ERP User Account to receive notifications via email and WhatsApp.

Creating a New Ticket

  1. Navigate to Support Center > New Ticket.
  2. Enter a Detailed Description (ΰ€ͺΰ₯‚ΰ€°ΰ€Ύ ΰ€΅ΰ€Ώΰ€΅ΰ€°ΰ€£) of the issue.

  3. Attach a relevant file (.jpg, .png, .pdf, .xlsx) illustrating the issue.

  4. πŸ“Ž If multiple images are involved, consolidate them into a single PDF or Excel file.

  5. The system automatically captures a screenshot at ticket creation for contextual clarity.
  6. Click Create Ticket to submit. A unique Ticket Number is generated.

Backend Workflow – AI-Driven Automation

Once submitted, MerciGlobal’s AI engine (leveraging ChatGPT) automates ticket processing:

Ticket Analysis & Categorization

  • AI simplifies the description for internal clarity.

  • Automatically classifies tickets as:

  • ❌ Error

  • 🌟 New Requirement
  • πŸ”„ Change Request

AI-Based Prioritization

  • Assigns severity levels.

  • For critical issues:

  • Escalates to the Project Co-Ordinator.

  • Flags for highest priority resolution.

Automated Scheduling

  • AI allocates a Target Completion Date based on:

  • Ticket severity

  • Current system workload

Customer Communication

  • Regular updates sent via:

  • Email Notifications πŸ“§

  • WhatsApp Alerts πŸ“± (especially for errors or urgent matters)

Commercial Consideration for New Requirements

For new features or modifications:

  • Merci Support Team estimates required man-hours.
  • Charges (if any) are shared upfront with the customer.
Task Type Estimation Provided Charges Applicable Communication Medium
Error Yes No Email/WhatsApp
Change Request Yes May Apply Email
New Requirement Yes Yes (if approved) Email

πŸš€ Commitment from Merci Team

  • Rapid ticket resolution ⏱️
  • Transparent communications πŸ“’
  • AI-enhanced support operations πŸ€–
  • A proactive, customer-first approach πŸ’‘

For urgent assistance: πŸ“ž Phone Support: 079480 58286

MerciGlobal Cloud ERP is more than just softwareβ€”it's a complete ecosystem built for productivity, transparency, and continuous growth.

πŸ™Œ Raise tickets. Get resolved. Stay productive.