Incident and helpdesk in the Service ERP.
Manage customer service requests from the first call to resolution. Keep support tickets, equipment information, service priorities and troubleshooting history connected, helping your helpdesk respond to issues efficiently and ensure customers receive the support they need.
Why this domain exists
Your helpdesk is often the first point of contact when a customer experiences a problem. Having the right information available from the beginning can make a significant difference to how quickly an issue is resolved.
When service requests are managed separately from customer records, equipment information and contracts, your team may need to spend time searching for details before they can help. This can lead to unnecessary delays, repeated questions and longer resolution times.
Nucleus connects helpdesk tickets to customer information, equipment records, service agreements and previous service activity. Your team can see which device is affected, what coverage applies and whether similar issues have been reported before.
It also helps your helpdesk assess problems remotely, prioritise requests and pass the relevant information to dispatch when an on-site visit is required.
Important functionality
MS10 brings together the information needed to manage customer support requests, helping your helpdesk record issues, assess priorities and coordinate service responses.
- TicketsCreate and manage service tickets linked to the correct customer, equipment and location, keeping relevant information together throughout the support process.
- Remote triageAssess and troubleshoot equipment issues remotely, helping your team resolve problems without sending a technician when an on-site visit isn’t necessary.
- PrioritiesAssign priorities to service requests based on the nature of the issue and the customer’s service level agreement, helping your team manage urgent cases appropriately.
- KnowledgeAccess relevant equipment information, previous service history and troubleshooting knowledge to help your team identify and resolve recurring issues.
A week in the life of the ticket
A customer reports an issue, or an equipment alert indicates a problem. A ticket is created with the relevant customer, location, device and contract information.
Your helpdesk assesses the issue and attempts to resolve it remotely. If a technician is needed, the ticket can be passed to dispatch with the relevant equipment details and service requirements.
When a customer reports another issue with the same equipment, your team can review previous service activity to understand what’s already been done.
Once the issue is resolved, the service activity is recorded, keeping the relevant information available for future support, stock management and billing where applicable.
What has to be true on the same record
Your customer, equipment location, serial number, service contract, SLA and technician information all need to be connected.
With Nucleus, your helpdesk can access the information needed to manage service requests without switching between separate systems. This helps your teams respond more efficiently, maintain accurate service records and provide a more consistent customer experience.
Works with
Give your helpdesk access to contract coverage and service level agreements, helping determine what’s included and which response times apply.
Connect service tickets to technician scheduling, ensuring the relevant job information is available when an on-site visit is required.
Use equipment alerts and monitoring information to identify potential issues and support the creation of service requests.
Allow customers to raise service requests and track their progress through portals connected to the same ticket information.
From the business
"Our collaboration with CO3 has been transformative for our business. BPO has streamlined our operations, enhanced efficiency, and empowered data-driven decision-making. We owe our sustained growth and success to BPO and CO3."
Sam Samrod, CEO — Smart Office Connexion
Frequently asked questions
What does the Nucleus helpdesk manage?
It manages customer service requests from first call to resolution, with each ticket linked to the correct customer, equipment and location.
Can issues be fixed without sending a technician?
Yes. Remote triage lets your team assess and troubleshoot equipment remotely, so a site visit is only booked when it is really needed.
How are service requests prioritised?
Tickets are prioritised by the nature of the issue and the customer’s service level agreement, and your team can see the device’s previous service history and troubleshooting knowledge.