24x7 Support, Processed by AI. Checked by Humans.
Every ticket is read, classified and, in most cases, fixed by our AI auto-fix queue: reproduced on a copy of your ERP, tested with before/after screenshots, deployed and confirmed to you on Telegram, usually the same day. Our team handles everything that needs a human eye.
Live from our ticket desk · last 30 days
Merciglobal AI Trouble Ticket System (TTS)
Our Trouble Ticket System has served Merciglobal Cloud ERP clients since 2012. Today it is AI-first: every ticket, whether typed, spoken or sent as a screenshot, is read and classified by AI and passed to the AI auto-fix queue, which works only inside your own project. Raise a ticket for any of these:
“Over the years, every requirement raised after go-live has fallen into one of these six categories. That is what lets the AI handle most of them end to end.”
AI reads and classifies
The AI reads the ticket together with its screenshots and voice notes, works out whether it is a bug, a change or something new, and checks it against your AI Support Plan. If something is missing, it asks you before raising the ticket.
Only your authorised users
Tickets are accepted only from your company's ERP Admin and SOPC users: their registered mobile numbers on Telegram, or the Raise Ticket screen inside the ERP. Admin and SOPC users have TTS in their menu by default; no further assignment is needed.
Proof with every closure
Each fix is closed with a plain-language note and before/after screenshots, sent to your Admin/SOPC on Telegram and by e-mail. Every step (what was found, what was changed and why) is written on the ticket.
Customer Support Journey
From your message to a verified fix, with no portal to learn and no waiting for an executive to be free.
- 01
You report
A Telegram message, a voice note or Raise Ticket in the ERP, with a screenshot if you have one.
- 02
Logged at once
You get the ticket number back immediately; attachments go with it.
- 03
AI analyses
The AI classifies the ticket, finds the screen, table or print format involved and asks a question if anything is unclear.
- 04
Fixed on a copy
The problem is reproduced and fixed on a copy of your ERP, never on live data, and tested with before/after screenshots.
- 05
Deployed & re-checked
The change goes to your ERP and is checked again on the live system.
- 06
You're told
A closure note with the proof screenshots arrives on Telegram. Not right? Reopen it within 7 days.
Where our team takes over
User rights and permissions, database structure and master-data changes, data corrections, changes to the shared ERP core and new modules are always handled by our team, with the AI preparing the analysis.
Report It Your Way
Use what you already use. Every channel lands in the same AI queue.
Telegram message
Message @Merciglobal_bot from your registered mobile, add a screenshot and tap Confirm. The ticket is raised.
Voice note
Say it in English, Hindi, Gujarati or Hinglish. The note is transcribed and handled like a typed message.
Your project group
In your MERCI x project Telegram group, the AI picks up reported problems and asks there for any missing detail before it raises the ticket.
Raise Ticket in the ERP
The Raise Ticket screen inside Merci Cloud ERP goes into the same queue, with your user and screen details.
Ask before you report
Admins can ask the bot a question about their own data. Many “problems” are answered on the spot, with no ticket needed.
For your security, tickets are accepted only from the mobile numbers of your company's ERP Admin and SOPC users. Each client is isolated: the AI works only inside your own project.
Schedule of charges
Bug fixes are always free. Work beyond your AI Support Plan's monthly quota, and any work our team does by hand (user rights, database structure, data corrections, the shared ERP core, new modules or analysis in full or part), is charged as follows:
@ INR 5,000/- per man-hour, plus GST as applicable.
Every chargeable ticket is assessed first. The amount is confirmed with you and work starts only after your approval.
The charge covers any number of persons deployed on the task. More people may be deployed to finish sooner; you pay only the total man-hours computed.
If the requirement changes during execution, the estimate is revised, up or down, and confirmed with you again.
Payment is 100% in advance, online through the secure payment link sent with the quote. The invoice is issued automatically.
Fair use: one requirement split into several tickets counts as one item; unrelated asks bundled into one ticket count as several. The ticket type is decided by Merciglobal, and disputes go to your project in-charge.
AI Support Plans
Every client gets AI-assisted fixes on the Regular plan, included in AMC. Higher plans add speed and a monthly quota of changes, new reports / print formats and management dashboards.
Compare AI Support PlansAnnual Maintenance Policy
System Performance Monitoring:
Regular, automated assessments of your ERP system's performance to identify potential issues before they escalate into critical problems.
Software Upgradation:
Consistent upgrading of the software so you benefit from the latest features and bug fixes, keeping the system at optimal functionality.
Corrective Maintenance:
Unforeseen errors or bugs are picked up by the AI auto-fix queue, fixed on a copy, verified and deployed, with our experts stepping in wherever a human decision is needed.
Root-Cause Analysis:
Recurring problems are analysed by AI across tickets to find and remove the underlying cause, not just the symptom.
Security Measures:
Regular monitoring to protect your ERP system against malicious attacks and ensure the integrity of sensitive data. Each client's project is isolated.
Monitoring Data Patches:
A cloud console with role-based access control for delegating, tracking and executing patching tasks, addressing vulnerabilities and misconfigurations before they become threats.
Software Minor Enhancements:
Minor enhancements to the software, provided they do not adversely affect other functions, columns, rows or values.
Legal Compliances:
Updates for government / legal compliances under prevailing or newly introduced rules, as directed by our consultants or brought to our notice by customers.
Usage Support:
Continued help with day-to-day use: ask the Telegram bot about your data, raise a ticket, join our monthly client webinars, or call us.
Basic Terminology
Definition of Change(s):
Change, for us, means altering the software flow, modifying entire processes, changing the underlying logic of the software or adjusting the system analysis. These belong in the initial design / system analysis and testing phase.
Software Design Analogy:
Designing software is like building a house. Moving a kitchen or a bathroom after the structure is approved and finished costs far more in dismantling, materials, labour and time. Such changes are best made during system analysis and testing.
Impact of Frequent ERP Changes:
Frequent modifications hinder system stability and the results you want. A stable outcome is unlikely if an organisation keeps changing its processes.
Bug Fixing Policy:
Bug fixing is part of our service on every plan, handled first by the AI auto-fix queue, and never charged.
Reopening a Ticket:
If a fix is not right, reopen the ticket within 7 days of closure and it goes straight back to the front of the queue.
Additional Modules & Ventures:
New modules (such as HR or vehicle tracking) and new business ventures beyond the workflow ordered with us (such as construction, real estate, dyeing & printing or mining) are charged additionally, keeping billing transparent and fair.
Monthly webinars for your team.
Short live sessions on Zoom showing what’s new in Merci Cloud ERP and how to get more from it — free for every client user.
Register from the ERP
Upcoming webinars appear on your ERP home screen; one click registers you.
Reminders that arrive
Confirmation and reminders by e-mail and Telegram — the day before, an hour before and just before it starts.
What’s new, explained
Each session walks through the features released since the last one, with a short deck.
Join in one tap
Your personal join link opens 15 minutes before the start.
Want a session for your own team? Ask your project in-charge.