Manage all your support needs in one place, on any device
An all-in-one portal to handle all your support and change management needs. Raise and handle support tickets, track changes/issues, and get a transparent overview of your support landscape. Built on the SAP Business Technology Platform using SAP HANA DB, allowing it to work separate from an SAP system.
Overview
Control over your support process
Gain complete control over your support process. Define your clients, projects and staff and drive your support ticket process to streamline your issue resolution efficiency.
Action your incidents from anywhere
Designed with the end user in mind. Use the applications anywhere, on any device. With simple and responsive designs whether you are using a desktop device or a mobile phone, allowing a consistent, intuitive user experience.
Take control of your support
Define SLA's for support priorities and track metrics such as SLA breaches and more in our simple but powerful issue log reporting application. Drill down into detail per ticket and export all to excel if desired.
Details
Solution type
Extensions and Add-ons
Industry
Cross-Industry
Compatibility
Works with
This product is compatible with or enhances the functionality of these SAP solutions but doesn't require them.
Features
Raise Incidents with ease
A simple application where users can raise tickets, whether they be development/change requests, application issues, access issues or any other topics you wish to track. Enter incident details, test data and attachments, to provide accurate detail to the assigned agent.
Update your incidents from anywhere
Update and track your incidents. View all incidents related to you, whether you are the user who raised them, or the agent who is assigned to them. Chat with the agent or ticket raiser to provide updates and details, or add additional test data or attachments.
Analyse your support
Admins can use the powerful Incident log for all reporting purposes. Access basic information such as number of incidents open by status, down to the detail of tickets by resolution time and SLA breaches. Also includes a detail section to view the detail of all incidents and or export to excel.
Define your support structure
The manage clients application is where you define your clients, their SLA's and the users who will be able to raise incidents. Please note that this is still applicable to companies who simply want to use this internally.
Control your projects
These applications allows you to define projects against your clients, or simply define projects for your company. Here you can assign which of your users will act as support agents for the projects and also time booking/holiday days via our timesheet suite (not included in this suite).
Plans and pricing
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Customer reviews
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Technical Information
Technical details
| Solution type | Extensions and Add-ons |
| Category | Data and Analytics |
| Industry | Cross-Industry |
| Works with |
|
Deployment and operations
The following information is provided by the publisher and applies to the latest app version available on the SAP Store. SAP does not control these policies and procedures; the publisher is solely responsible for the accuracy of the provided information.
| Deployment |
|
| Operations |
|
Security and compliance
The following information is provided by the publisher and applies to the latest app version available on the SAP Store. SAP does not control these policies and procedures; the publisher is solely responsible for the accuracy of the provided information.
| Security |
|
| Compliance |
|
| Privacy policy |
SAP's privacy policy is not applicable to the use of this app. Please refer to the privacy policy provided by this app's partner. |
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Resources
About
Roadmap
Publisher
BluestoneX Consulting Ltd
Bringing together a new & specialised consulting design approach with specialist skills and competencies in SAP technology, focusing on user experience & SAP digital transformation programmes.
More solutions provided by {{publisher}} BluestoneX Consulting Ltd
products
2001008184,2001008426,2001011104
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