IT services
A service desk that knows what's going on at the client
For IT service providers and managed service firms. Requests by email, phone and Teams in one inbox, with that client's contract, history and hours alongside.
In practice
Sound familiar?
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Requests from everywhere
Email, phone, Teams and the odd message. Not everything makes it into the ticketing system.
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No view of the contract
Whoever picks up the request doesn't see what was agreed with this client.
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Hours after the fact
Hours are pieced together at the end of the week, per client.
One possible setup
Apps for IT services
Switch on what you need, and add or drop apps later.
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Inbox
Email, phone and Teams in one service desk.
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Phone
A service line with a menu, on your own trunk.
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Knowledge
Solutions for your team, and a help centre for your clients.
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Contacts
Clients, contacts and what's going on.
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Sales
Managed services contracts, quotes and invoices.
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Time
Hours on the request or the project.
Service desk
Every request with the client alongside
A request through Teams, email or phone lands in the same service desk. You see the contract, earlier requests and what the AI has already found.
- Email, phone and Microsoft Teams chat in one inbox
- Internal notes and mentions
- Solutions from the knowledge base
Contracts and time
Know what was agreed, and what it costs
Record managed services contracts with the client, log hours on the request itself, and see per client where the time goes.
- Contracts with an end date per client
- Hours on a request or project
- Reports per client and per team
Questions
IT services
Does Mervyn work with tickets?
Mervyn works with interactions: one request with every message, call and note beneath it. What comes out of it becomes a work item.
Can clients reach us through Microsoft Teams?
Yes. Microsoft Teams chat is a channel in the inbox, beside email, WhatsApp and phone.
Can I bring my data?
Yes. The import brings your data into Mervyn.
Sectors
Mervyn by sector
- Installation and technical services Faults, maintenance and engineers, from first report to invoice.
- Agencies Projects, capacity, time and quotes for marketing, creative and web agencies.
- Professional services Client files, documents, contracts and time for accounting, legal and advisory firms.
- Property management Tenants, repair requests and contractors, with a help centre for the usual questions.
- Cleaning and facility services Rosters per site, hours, contracts and requests from clients.
Try Mervyn as your service desk
In early access we connect your email, Teams and telephony together.