SuperStar MSP receives the ticket in Manage. Donny Dispatcher opens it, realizes it’s urgent, and assigns it to Tina Tech. Tina is visiting another client near Carol’s office.
Since Tina’s away from her computer, Donny also CCs her cell number on the ticket so she will get text message updates for new messages on the ticket.
Tina Tech then opens her computer, fixes the problem from her RMM, and then logs the task in Manage.
She enters the final note on the ticket, clicks “discussion” so it will be sent to Carol Customer, and marks the ticket to be closed.
In one fell swoop, Tina has updated the customer, closed the ticket, and entered her time so she can get on to her next task quickly.
Carol Customer receives Tina Tech’s final update, as well as a ticket closed notification.
The staff at SuperStar MSP has saved the day yet again!
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