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Customer Support via AnyDesk / UltraViewer & Ticketing System Integration

Overview

This guide provides a step-by-step approach for Merciglobal Cloud ERP support teams to offer effective remote support using AnyDesk or UltraViewer. It also emphasizes the significance of integrating a structured ticketing system for tracking and resolution.

Why Remote Support is Essential

  • Allows real-time troubleshooting and resolution.
  • Reduces downtime for the client.
  • Saves on-site visit time and cost.
  • Helps in detailed diagnostics by viewing the exact user environment.

Supported Remote Tools

AnyDesk

A lightweight remote desktop tool ideal for quick support sessions.

UltraViewer

An alternative to TeamViewer, useful for consistent remote connections.

Step-by-Step Guide to Providing Remote Support

1. 📩 Ticket Creation (Mandatory)

Before starting remote access: - Guide Customer to Create a ticket in the Merciglobal Cloud ERP Ticket System. - Mention client details and a short description of the issue. - Full Screen Image is auto-captured by the system. - Customers should add at least one image / pdf / excel file to enable merci team understand the issue for best resolution.

2. 🧑‍💻 Initial Communication

  • Contact the customer via email or phone.
  • Request to install AnyDesk or UltraViewer (if not already available).

3. 🔐 Get Access

  • Ask for the session ID provided by the tool.
  • Request permission for access.
  • Confirm customer presence for compliance and data protection.

4. 🛠️ Troubleshooting

  • Log into the system.
  • Perform diagnostics and resolve the issue.
  • Maintain professionalism and communicate actions taken.

5. 📷 Documentation

  • Take screenshots (if needed) for before-after or issue validation.
  • Log all activities in the same ticket.

6. ✅ Ticket Closure

  • Confirm with the customer that the issue is resolved.
  • Close the ticket with resolution details.
  • Send feedback form or email.

🎟️ Importance of a Ticketing System

The Ticketing System in Merciglobal Cloud ERP is crucial for:

  • 📌 Accountability: Tracks who handled what and when.
  • 📊 Analytics: Helps generate reports on frequent issues, resolution time, etc.
  • 📝 Documentation: Keeps a history of customer interactions and fixes.
  • 🧩 Collaboration: Allows multiple team members to contribute.
  • 🚦 Prioritization: Helps organize tasks by severity and urgency.

👥 Target Audience

  • MerciGlobal Customers: Understand the process to get timely help.
  • Merci Support Engineers: Follow uniform SOPs.
  • Sales Team: Communicate service level effectively.

📌 Best Practices

  • Always log tickets, even for minor issues.
  • Inform the customer before accessing any system.
  • Use secure tools (official AnyDesk / UltraViewer versions).
  • Follow up after issue resolution.

📞 Contacting Support

For any queries or to create a support ticket:

Providing remote support is not just about fixing the issue – it's about delivering a reliable and transparent customer experience. Use the Merciglobal Cloud ERP ticketing system to ensure every support journey is tracked, accountable, and continuously improving.