Swarmica

Swarmica is a helpdesk platform for customer support automation consolidating a helpdesk, knowledge base, and quality control tools. Built around the KCS principles, Swarmica leverages AI for faster response times, knowledge capture and reuse, analytics, and omnichannel support.

Features

• Advanced helpdesk.
• Intelligent knowledge base with access controls.
• Synergy of KCS and AI.
• Quality control and agent performance evaluation.
• Flexible API and integrations.
• Analytics and performance reports.

Benefits

• Fast deployment in Yandex Cloud.
• Simple and intuitive interface.
• Data import from third-party systems.
• Included in the Russian Software Registry.

Streamline your support workflows with Swarmica for improved efficiency and customer satisfaction.

1. Create a cloud network and a subnet to host the virtual machine (VM).

2. Get an SSH key pair for connection to the VM.

3. In the Marketplace, find Swarmica and click Create VM.

4. Specify the VM parameters and click Create VM.

   Wait until the VM status changes to Running.

5. Set up access to the application:

   1. Learn the VM’s public IP address.

   2. Open the hosts file on your local machine:

      • Linux/macOS: /etc/hosts
      • Windows: C:\Windows\System32\drivers\etc\hosts

   3. Add the record to the hosts file on your local machine:

      <VM_public_IP_address> yandex-cloud.swarmica.com
      

6. In the browser, open this link: https://yandex-cloud.swarmica.com.

7. On the page that opens, in the top-right corner, click My Account.

   Use these credentials:

   • Login: admin@swarmica.local
   • Password: YCloud!Swarmica

To complete the setup, use these step-by-step guides:

• Installing Swarmica from a Yandex Cloud Marketplace image
• Swarmica initial setup

• Establish product support, internal IT helpdesks, and customer service departments.
• Reduce ticket processing times and improve productivity.
• Capture and retain knowledge for training and onboarding support agents.
• Organize omnichannel support and automate workflows.
• Create an effective knowledge base for customer self-service.
• Optimize team performance without increasing headcount.
• Implement centralized management of expertise and response quality.
• Build support from the ground up using an interactive roadmap.
• Set goals based on metrics, KPIs, and comprehensive reporting.
• Track trends and product friction points to inform Product Management and R&D priorities.
• Gain insights from transparent analytics across requests, teams, and channels.
• Integrate with business systems for a single-pane-of-glass support environment.

Swarmica LLC
Swarmica provides support to customers with a valid commercial license via the Swarmica platform. You can submit a request from your personal account, via email, or in Telegram.

For more information on support levels and procedures, refer to the Swarmica support policy.

Yandex Cloud
Yandex Cloud does not provide technical support for this product. If you have any issues, please refer to the vendor’s information resources.