How to manage Service Tickets with Remote Call Assistance?

 

Manage Remote Call Support in AntMyERP

Ant MyERP lets technical teams provide remote support to customers efficiently. Every step of the call is tracked and logged.

To provide Remote Call Assistance (RCA):

• Go to Service – Open Service.
• Open the pending tickets for which RCA is needed.
• Click the ticket and select RCA by Call from the three dots on the right.
• The timer starts automatically. The team provides a solution during the call.
• If the problem is solved, then click Solve. You can upload files or add comments if needed. The RCA report is attached automatically.
• If the problem is not solved, click Fail and enter need to visit in the comments. The ticket remains pending. An engineer is then assigned to attend the issue physically.
• Additional customer requirements, like spare parts, can also be entered.
• If the customer is unavailable, click Follow. Enter date, time, and reason for follow-up. Update the status and remarks before saving.
• Calls can be paused and resumed if the customer disconnects temporarily. The total duration is tracked.
• Once resolved, the ticket can be closed.

Ant MyERP ensures RCA calls are organized, tracked, and documented. The system records call duration, status, comments, and resolution details. This makes remote support efficient and professional.