The Need for Reliable Ticketing Systems
As an MSP business, one of your biggest duties will be resolving the issues not only of your customers, but of staff internally. Primarily, you’ll be serving customers, but it’s a waste of funds for many MSPs to outsource their own repair needs. Solid ticketing systems serve both parties.
Features of a Solid IT Ticketing System
Not all ticketing systems are the same. Some are definitely more effective than others, and going with “cheap” options could cost you more on the back-end collaterally. With that in mind, you want to determine necessary features of a ticketing solution as pertains to your MSP specifically. Accordingly, the following represents what most MSPs will want their ticketing systems to do:
Solid Systems Swiftly Create Tickets, Providing Multiple Creation Avenues Like Email
Ticket creation shouldn’t be an hour-long chore; it should be something that happens quickly, and as simply as possible. Part of that will involve multiple avenues of ticket creation, not just one portal. Email is, by many accounts, one of the best options here.
Time Should Be Tracked, Status Tags Are a Must
Your MSP business should look for ticketing solutions that have simple tracking design. This allows staff and those who need assistance to see whether their issue is being resolved or not. A quick way to learn a lot without having to spend a lot of time reading is a simple status tag. Pending, Working, and Resolved statuses may be all you need; though the more in-depth your status tagging, by some accounts, the better.
Prioritization and Comprehensive Information
Some issues are more important than others. A low-level staff member on your MSP who gets locked out of their company email may not be as high a priority as your top client losing cloud access for some reason. Prioritization is key, and dovetailing from that, tickets should be comprehensive in scope as regards the information they include. This makes it easier for multiple qualified personnel to work on them.
Integration and Mobile Optimization
All-in-one monitoring and support integration saves a lot of complications. It’s not strictly necessary, but it’s certainly advisable. On that note, tickets optimized for mobile creation and address are also convenient for operations.
Finding the IT Ticketing System That Best Serves Your MSP
When the ticketing system of your MSP business has the right features, it will be more effective. Swift ticket creation, multiple creation avenues (including email), time tracking, status, prioritization, comprehensive data potential, mobile optimization, and integration are key features for many MSPs. You may have more or less. At minimum, finding a ticketing system with such ability represents a wise move. Consultation through tech groups that understand effective ticketing can help you make the best choices here.