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Help Desk Services for an Ecommerce Application

Help Desk Services for an Ecommerce Application



The Customer is a European multibusiness company managing a number of wholesale and retail stores.


The Customer launched an online shop offering furniture, goods for gardening, building materials and integrated it with the enterprise resource planning (ERP) and a business intelligence systems. The Customer needed to ensure successful user adoption and ensure the stable performance of the integrated solution. In order to solve this challenge, the Customer was looking for help desk services to provide the Customer’s employees with quick and competent assistance with regard to software usage and possible malfunctions.


After studying the functionality of the Customer’s ecommerce application, ScienceSoft’s help desk specialists began providing the Customer’s employees working with the solution with L1 and L2 support. Our specialists received service tickets from the Customer’s employees via phone and emails. They answered users’ questions about software and its functions, instructed on performing business operations with the use of the solution and guided through corrective steps when the Customer’s employees had the service issues, which could be solved immediately. If an issue was not within the competence of the support specialists, they conducted further communication with the developers who assisted in the resolution of such tickets.

The help desk was provided 12/5. However, in case of emergency, the support team additionally handled the Customer’s service tickets at weekends. All communication with users was tracked in Jira.

Our team also created a knowledge base with support and maintenance documentation and helped the Customer with the development of training programs for the employees who use the supported software.


With the help of ScienceSoft’s help desk team, the Customer ensured stable performance of their online store. Additionally, our services contributed to quick and effective ticket resolution and thus and helped improve user adoption.

Technologies and Tools

Atlassian JIRA, Microsoft SQL Server 2008 R2, Magento.

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