Support tickets on the clock your contract sets.
Service desk
A service desk built for SAP SuccessFactors support. Every ticket runs on the service clock in your agreement, work starts only after the estimate is approved, and HR and IT read the same monthly report.
In use today at a Canadian utility regulator, a Canadian municipal corporation and a global engineering firm.
From the ticket email to the record.
- Before: Ticket emails nobody can track. With the platform: One queue, with an owner and a clock on every request.
- Before: Service levels argued over at month end. With the platform: Business-hours clocks per contract, with pauses your team confirms or disputes.
- Before: The same fix rediscovered every quarter. With the platform: A fix library that suggests past fixes when a similar ticket arrives.
What it does
Service clocks per contract
Priorities P1 to P4 on business-hours clocks set by each client agreement. A pause needs evidence, and your team can confirm or dispute it.
Estimates before work
Work starts only after the client approves the estimate. Larger requests become change requests.
Triage that a person accepts
Rules suggest the module, priority, owner and request type, flag open duplicates and pull in configuration context. A person accepts each suggestion.
Fix library
Resolved tickets become reusable fixes, found again by symptom. Articles you approve appear in the client portal.
Monthly service report
Measured against your agreement. A person writes the summary and confirms the checks before it is published, then it is frozen. Exports to PowerPoint.
Email and Jira intake
Jira issues and signed emails arrive as tickets, so your team can keep its tool while the SuccessFactors work runs on contract clocks.
Where a person decides
- A person accepts every triage suggestion.
- AI drafts ticket replies; a person reads, edits and approves each one before it is posted.
- The service report is published only after a person confirms its checks.
Connected to the rest of the platform
Changes and releases link to the tickets that asked for them and to the tests that proved them, so a ticket shows what was done and when it went live.
Questions buyers ask
Does it replace ServiceNow or Jira?
It can sit beside them. Jira issues sync into tickets, so your team keeps its tool while the SuccessFactors work runs on contract clocks and one shared report.
Can we use it without EC Experts as our support provider?
Yes. License it for your own support team, or have our consultants run your SuccessFactors support on it.
Does AI answer our tickets?
No. AI drafts a reply or explains a suggestion, and a person reads, edits and approves it before anything is posted. The AI works through a gateway: names, IDs and contact details become placeholders before a prompt leaves the platform, and prompts and answers are not stored.
See your support on contract clocks.
License it for your own team, or have our consultants run it with you.
Our services
- HCM Advisory SAP SuccessFactors strategy, readiness assessments and workforce technology roadmaps for Canadian enterprises and federal programs.
- Implementation End-to-end SAP SuccessFactors implementation: Employee Central, EC Payroll, Talent, with the same senior team from design to go-live.
- Support & Managed Services Managed services for SAP SuccessFactors that the CHRO and the CIO can both check: each release tested against your configuration, every change on record, and a takeover from another provider when you need one.
- SmartRecruiters for SAP SuccessFactors Design, implementation, integration and adoption of SmartRecruiters for SAP SuccessFactors customers, with responsible AI governance.
- Insights Practitioner perspectives on SAP SuccessFactors, Employee Central, change management and HR technology strategy.