It doesn’t matter the specific type of MSP business in question, there are going to be ticketing needs. Clients have issues that need to be resolved, technology is in a continuous level of transition changing the “rules” of the IT “game” such that operational static necessarily develops, and even if you can avoid the majority of situations like that, there will still be internal needs defining your MSP.
Aspects of Reliable Ticketing Solutions to Consider
It’s absolutely fundamental to design a system for handling tickets that’s reliable, straightforward, and properly representative. There are a lot of factors to consider, some will be idiosyncratic. Here are four things to consider that will apply to the majority of MSPs:
1. Fast Creation of IT Tickets
Some issues regarding IT require immediate attention. If it takes a long time for people on your team or among the staff of customers to make a ticket, they won’t do it when they need to, and by the time you get the ticket, it could be too late. Ticket creation shouldn’t take more than a few minutes. Ideally, a customer of yours should be able to file a ticket within a minute.
2. Comprehensive Solutions and Mobile Integration
As an MSP business, it’s very important that there should be comprehensive ticketing options. A good way to expedite ticket creation is through check boxes that describe common issues. If all a customer has to do is click a box to get your attention, that’ll save everybody time. Of course, some issues are more complex and require a little text note, so provide a text box as well. Use mobile apps to assure operatives in the field can respond without having to check in at your primary business site.
3. Tracking of Tickets and Their Effective Prioritization
It’s also quite important to track tickets both to assure they get resolved in a reasonable time in deference to associated SLAs, and to make it easier for proper prioritization. Some tickets will take precedence over others, and giving those proper priority in the system itself will facilitate better overall efficiency.
4. Multiple Options for Ticket Creation, Including Automatic Email Conversion
Most MSPs have an internal ticket-creation system, and certainly you want that. Also, it should be easy enough for customers to send an email that gets filtered by varying categories into your ticketing system automatically.
Optimizing IT Ticketing Systems
As an MSP business, it’s important that your ticketing system facilitates fast ticket creation in a comprehensive way that’s friendly to mobile IoT devices. Also, prioritization and tracking of tickets are important, as are multiple options for how tickets are created, including emails being automatically translated for IT teams. Altogether, these things should expedite ticket creation and how effectively your MSP serves customers.
