Reduce your support costs by receiving fewer and more qualified tickets
This solution is a context-driven user support ticket management platform integrated into your SAP applications (SAP SuccessFactors, SAP S/4HANA or SAP Fiori) which allows users to answer their business questions thanks to help recommendations adapted to their context. And user support to receive better qualified requests which they can respond to in one exchange.
Overview
Reduce your application support costs
Lower your support costs thanks to better management of your support team’s activity with our integrated and personalized dashboards. Track your support KPIs and measure your performance. Gain valuable insights into what's causing the most problems and optimize support to reduce your TCO.
Streamline exchanges with your users
Users are guided in their problem reporting without having to leave the SAP screen on which they are on. A customizable form tells them precisely what data to provide to support so that they can process their request as efficiently as possible.
Eliminate recurring problems in your business processes
Streamline support and help users unblock themselves using a self-help knowledge base. Your users can find previous questions they've asked in their support request history.
Details
Solution type
Extensions and Add-ons
Industry
Cross-Industry, Retail, Oil, Gas, and Energy, Banking, Telecommunications
Compatibility
Works with
Features
Guide users with a customizable problem reporting form
Offer personalized and intelligent forms to users who do not have the time and expertise to fill them out correctly. In just a few clicks and without leaving the screen on which their problem appears, users can fill out specific fields and provide a screenshot.
Increase ticket qualification and reduce resolution time with our AI engine
The embedded AI engine categorizes the ticket, routes it to the right person, and offers self-help responses before the user clicks "Send." Your support team receives fewer tickets, but with clearer details they can resolve in a single exchange.
Increase user experience and satisfaction with real-time human responses
Users view support responses directly within the tool and chat with support agents in real time, instead of juggling back-and-forth emails. This streamlined conversation feels natural and makes support easier to follow.
Plans and pricing
Standard Edition
Personalized ticketing forms
Integrated back-office for ticket management
Integrated dashboards and analytics to analyze usage
Create your own knowledge base with our shortways designer back-office
- + EUR 10500.00 Setup Fee
- EUR per User/s
- Minimum contract 1 year
Personalized ticketing forms
Integrated back-office for ticket management
Integrated dashboards and analytics to analyze usage
Create your own knowledge base with our shortways designer back-office
Technical Information
| Solution type | Extensions and Add-ons |
| Category | Integration |
| Industry | Cross-Industry, Retail, Oil, Gas, and Energy, Banking, Telecommunications |
| Works with |
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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 |
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| Globalization |
Translated user interfaces and documentation User interfaces and documentation for this product have been translated into multiple languages. Please consult product documentation or contact the publisher for more details. |
| Operations |
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Resources
Orange's Innovative Business Ticketing Approach
White Paper: The Ultimate Guide To Business User Support
What Is A Business Ticketing Tool?
Publisher
SHORTWAYS SAS
Shortways is a digital assistant that supports companies in the digitization of work (Digital Adoption Platform). Shortways brings high value to large organizations, by making them save time with its powerful platform to support Digital adoption.
