MII Applications on Oracle Technology
A complete service desk for IT and ERP support teams. Customers raise tickets, the right agent gets them, every ticket runs against an SLA in your business hours, and out-of-scope work turns into an approved, billable change request.
Support teams lose time and money in the gaps: tickets that sit unassigned, response times nobody measures, and extra work done for a customer that is never approved or billed. MII Helpdesk closes those gaps. It handles the whole support cycle, from the customer's first message to the root-cause analysis, the customer's feedback and the invoice for the extra effort.
It is built on Oracle Technology products and runs on the Oracle database, inside the same sign-in, responsibilities and approval worklist as the rest of the MII product family.
Built for companies that support customers under a contract: IT services firms, ERP support teams, and internal IT departments.
Customers open tickets on a help topic, attach files, reply and close them from their own portal. Agents can also log tickets received by phone, e-mail or walk-in. Every ticket keeps a full thread of messages, replies, internal notes and events.
The help topic decides the department, priority and SLA. Tickets are assigned automatically to the topic's agent or team, or round-robin / least-load within the department, skipping agents on leave. Agents can claim, assign and transfer tickets.
Each SLA plan sets a first-response and a resolution time, measured in your working hours with holidays left out. Time spent waiting for the customer pauses the clock. Screens show "due in 2h 15m" or "overdue 1d 3h", and a background job flags breaches and alerts the agent and the department manager.
Set up each customer with an account manager, a contract SLA, support dates and a user limit. Customer users see only their own tickets; a customer superuser sees every ticket of their company, never those of other customers.
Tickets are tagged to the customer's support project and process, so each one is marked in scope or out of scope. Out-of-scope work becomes a change request: effort in man-days times the project rate. The team lead approves it, then the customer approves or asks for a revision, with every step recorded and a printable PDF.
Customers who have opted for 24x7 support can request it on an urgent ticket. Once the team lead approves, the ticket moves to a round-the-clock SLA and engineers take over in planned 8-hour shifts, with every shift logged for billing.
A ticket cannot be resolved until its process is tagged and the RCA is recorded. Agents log hours per ticket, and billable hours count against the hours the customer has bought.
Ask for a rating on every closed ticket, every n-th ticket, or when an agent requests it. Low ratings need improvement points and alert the agent and team lead at once.
See the percentage of tickets answered and resolved within SLA, average response and resolution times by department and agent, change-request values, and feedback trends. Reports download to CSV.
Every screen and every action (reply, note, assign, transfer, close, delete) is a separate permission given through responsibilities. Agents, team leads, account managers and customers are kept informed by e-mail at each step.
MII Helpdesk is built on Oracle Technology products and the Oracle database. It runs in any browser, on your premises or in the cloud, and shares users, responsibilities and approvals with MII ERP+, so there is no separate system to manage.
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