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Customer Support via AnyDesk / UltraViewer & Ticketing System Integration

Overview

This guide outlines a step-by-step approach for MerciGlobal Cloud ERP support teams to provide effective remote support using AnyDesk or UltraViewer. It also highlights the importance of integrating with the ERP's structured ticketing system for systematic issue tracking and resolution.

Why Remote Support is Essential

  • Enables real-time issue resolution
  • Minimizes client downtime
  • Eliminates need for on-site visits
  • Enhances diagnostics by observing the user's environment

Supported Remote Tools

AnyDesk

A lightweight, secure remote desktop application, ideal for quick support interactions.

UltraViewer

A reliable alternative to TeamViewer, suitable for consistent and long-duration remote sessions.

Step-by-Step Guide to Providing Remote Support

1. 📩 Ticket Creation (Mandatory)

Before initiating any remote session:

  • Guide the customer to create a ticket in the MerciGlobal Cloud ERP Ticket System.
  • Ensure inclusion of client details and a brief issue description.
  • The system auto-captures a full-screen image at the time of ticket creation.
  • Customers should upload at least one image, PDF, or Excel file to aid diagnosis.

2. 🧑‍💻 Initial Communication

  • Contact the customer via phone or email.
  • Instruct them to install AnyDesk or UltraViewer, if not already installed.

3. 🔐 Get Access

  • Request the session ID/code provided by the remote tool.
  • Obtain explicit permission for access.
  • Confirm the customer's presence during the session for compliance and data protection.

4. 🛠️ Troubleshooting

  • Log into the client’s system.
  • Diagnose and resolve the issue professionally.
  • Clearly communicate the steps being taken.

5. 📷 Documentation

  • Capture screenshots if required to document the issue and solution.
  • Record all session details in the same ticket.

6. ✅ Ticket Closure

  • Confirm issue resolution with the customer.
  • Close the ticket, including a summary of the fix.
  • Optionally send a feedback request.

🎟️ Importance of a Ticketing System

The MerciGlobal Cloud ERP Ticketing System plays a critical role by offering:

  • 📌 Accountability: Tracks activity, ownership, and timeline
  • 📊 Analytics: Enables reporting on issue trends and resolution times
  • 📝 Documentation: Maintains a history of client interactions and solutions
  • 🧩 Collaboration: Facilitates teamwork within the support structure
  • 🚦 Prioritization: Categorizes tasks by urgency and impact

👥 Target Audience

  • MerciGlobal Customers: Understand how to initiate support requests
  • Merci Support Engineers: Follow a unified support SOP
  • Sales Team: Set and communicate accurate support expectations

📌 Best Practices

  • Always log tickets—even for small issues
  • Never access a client system without prior consent
  • Use only official versions of remote support tools
  • Always follow up post-resolution to ensure client satisfaction

📞 Contacting Support

For support queries or to log a ticket:

Remote support goes beyond just technical resolution—it delivers trust, transparency, and a dependable customer experience. Use the MerciGlobal Cloud ERP Ticketing System to make every support interaction count.