Press Release (ePRNews.com) - PALO ALTO, Calif. - Mar 24, 2021 - 4me, Inc., a next-generation service management solution provider, announces a new integration between its cloud-based ITSM software and Tier2Technologies’ Helpdesk Button. Using this physical button, end users can considerably simplify the process of creating trouble tickets for IT related issues. After pressing the button, a ticket containing relevant data about the problem is automatically generated and sent to the 4me support team.
Cor Winkler Prins, CEO of 4me, sees several benefits of this new integration into the 4me platform for the end-users: “Computer issues are often complex to understand, or even to explain, by non-specialist users. Additional data helps analysts to quickly resolve such issues. Tier2Tickets, the software behind the Helpdesk Button, automatically gathers this data and inserts it into our system in a standardized format. This helps both the end-user and the technician, aligning perfectly with our own goals.”
Pressing the USB Helpdesk Button, or a hotkey or desktop icon, end-users start-off real-time data collection scripts and screenshots from the last 20 actions they took before the user triggers the software. While this is happening, a small form appears, walking the user through ticket submission: their name and the issue they are having. They submit a perfect ticket, quickly and painlessly, directly into 4me. Support technicians get a significant head-start through perfect documentation, fewer communication issues, less time chasing down end-users, and the ability to start a ticket without guess-work.
Alex Permenter, CEO of Tier2Technologies: “From the first moment we looked at 4me, our entire development team was impressed with the forward-thinking tech and user-experience 4me offers. 4me and Tier2Tickets/Helpdesk Buttons are complementary service offerings, and we’re proud to offer this integration. Together, we not only make it easy for clients to get help, we also give 4me technicians unprecedented context and clarity on the end user’s problem through our self-diagnosing report and suite of support tools, built to increase efficiency, security, and client satisfaction.”
4me is a cloud-based enterprise service management application supporting the Service Integration and Management (SIAM) approach. It allows all parties involved in the delivery of services to work together intuitively and securely. 4me enables seamless collaboration across organizational boundaries and offers each organization real-time tracking of the service levels it provides to its customers, as well as agreements it relies on from external providers. For more information about 4me, visit www.4me.com or send a mail to firstname.lastname@example.org.
Founded in 2018, Tier2Technologies is a team of technical fixers who create software and hardware that improve the quality of life for modern, customer-oriented IT Support Professionals. The ownership team has combined backgrounds in information technology, computer sciences, engineering, mathematics, user experience, community building, and design. Visit Tier2tickets.com.