Without automation, help desk personnel must undertake several manual processes to resolve customers’ critical IT-related issues. Level 1 (L1) help desk staff must manually create tickets when customer issues are initially reported, and they are required to immediately contact the right level engineer to address the tickets. This process wastes time and prolongs the ticket remediation process.
Help desks rely on email to contact the right level engineer. Unfortunately, email notifications are not distinguishable from other inbox messages. Critical ticket notifications are often buried under many emails, and it prevents engineers from addressing tickets in real time. Worse yet, critical tickets may be missed by the engineer or information technology (IT) specialist on call.
Streamline the incident resolution life cycle and ticketing process with OnPage’s seamless integrations with ConnectWise Manage, ServiceNow, Autotask and more. Two-way integrations allow for synchronous, automated communication between the OnPage alerting solution and critical ticketing systems. Update ticket statuses in real time and ensure the right level engineer is resolving critical issues.
OnPage’s fail-safe, digital on-call scheduler lets teams group incident responders in a schedule, according to their working times and availability. That way, ticketing systems can send the alert to the group, and the on-call scheduler assigns the alert based on the schedule fed into it. Ensure the right on-call service engineers are always contacted when tickets are opened.
Automation in incident management allows help desks to harness the power of data and gain powerful, intelligent insights. During the incident, help desk leaders gain real-time views into incident resolution progress and response times. After the critical issue is resolved, incident managers can access detailed incident reports and uncover potential gaps in incident handling.
Streamline incident management and alert the right person at the right time. Shorten time to resolution with alerting that gets attention. Automatically escalate alerts for better team collaboration. OnPage high-priority alerts bypass the mute switch and volume configurations on all mobile devices to ensure critical events are always addressed by scheduled, on-call engineers.
Streamline after-hours communication by allowing customers to leave a callback number, voicemail, or connect live with help desk personnel and specialists to communicate their IT-related issues. Allow the help desk to decrease mean time to repair (MTTR) with speedy responses to customer calls that get routed to the OnPage application with file attachments.
Managed service providers (MSPs) need an IT help desk to answer the technical questions of clients. Download this eBook to discover how MSPs can build an effective IT help desk through a tiered or swarming support team structure.
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