Recap of Our Ticketing Webinar – Rule Your Helpdesk

Our latest webinar was a deep dive into Atera’s ticketing system, and how it can take your business to the next level. And it was awesome! It was hosted by two Atera customer success gurus, Yasmin, Technical CSM, and Yakov, Jr CSM.

 

We looked at why you need a ticketing system, and how you can leverage the power of integrated RMM and PSA tools. Viewers also got a chance to see the Atera ticketing system in action, alongside some tips and tricks. You can watch the full webinar here, or keep on reading for the highlights!

 

Communication is one of the Most Important Parts of Running a Business

 

The truth is, your communication skills could be more important than your technical skills. After all, it’s no good simply solving problems fast, if you can’t communicate that problem-solving to your customers and prove the value of your offering.

 

According to a Microsoft survey, 75% of customers expect their technicians to be able to look into previous interactions and purchases to support interactions. This is hard to do, if not impossible when you’re just working with emails and phone calls. Instead, streamlining your interactions through a single system provides that value that customers expect, giving you a clear pane of glass to see all of your communication in one place.

 

But that’s not all! Other benefits of a ticketing system include:

 

Scalability: It’s hard to grow using only emails and phone calls. These take up a lot of time and things can easily get lost. A ticketing system helps you to grow while keeping everything in one place so that you can seamlessly bring in more employees and customers, and keep everything organized at all times.

 

A high level of service: A ticketing system makes it easy for customers to approach you, and helps you to approach and manage their correspondence and their tickets in return.

 

Top tip: You should ask your customers what works for them. For example, if they’re used to working with email and you want to do an easy transition you can set an Email Forwarding rule into your ticketing system to streamline that change. Using ticket automation rules and quick replies is a great way to keep your customers in the loop, set expectations, and keep them updated throughout the issue resolution.

 

Automation: A centralized place for all tickets and communications ensures that nothing gets missed and that you can prioritize effectively, often using automation. Set automatic responses or quick replies so that you can acknowledge every ticket that comes in in a timely manner, save time on your end by using email templates, auto-assignments and notifications by email, SMS, or mobile app.

 

Business insights: Within your ticketing system, you will be able to generate reports, view profitability and performance, and demonstrate to your customers the value you’re providing. A lot of MSPs or IT service providers’ work is proactive, and therefore invisible. Whether it’s making sure devices are patched, or installing software, often the customers might not see what you’re doing, and this is a great way to give them that view.

 

Streamline operations: With a ticketing system, you can create processes that work for you AND your customers. Encourage team collaboration with multiple technicians working on the same issue, and track SLA and customer service and support, such as how much time you spend on a specific customer each month or week.

 

The Power of the All-in-one

 

Atera can help you leverage all these benefits with a lot more power because it brings RMM and PSA together into one super-tool!

 

There are six different ways that you can create tickets using Atera, and you can set them up to work manually or automatically. Use the Atera portal, set up tickets to open automatically on receipt of an email from the customer, give your users access to the Customer Portal, create tickets directly from the Helpdesk agent, via chat, and also auto-generate via an alert, (either manually or automatically depending on your settings) a great example of RMM & PSA in one. On the roadmap are Teams integration – so watch this space!

 

Another example of how RMM and PSA come together to make the magic happen is through billing. For MSPs, you can use tickets to track communication and billable hours, logging everything in a single place, and adding additional products or services, including expenses. Our billing webinar can explain all of this in more detail.

 

The Demo in Detail!

 

Yakov walked us through a demo of the Atera ticketing system, including how to choose impact, type, and description fields, and how to create scheduled tickets. These are great for maintenance tickets for example, that you want to set up once a week, or for deferring a task to a later date, which will send it to the scheduled queue. We saw how to merge tickets, copy in additional users in correspondence, and also how to add private notes to a ticket for better and more streamlined internal communication.

 

Views are a great way to organize and add processes to your tickets. One example is creating different Views for tier 1 and tier 2 technicians or creating a sales queue just for the sales team. Some technicians like to start their day by looking at their unread tickets, and you can toggle this on by using the activity status button and then simply saving it as a morning View.

 

We also loved seeing the reporting feature in action. Reports help you to stay on top of your business at all times, and can be scheduled, or viewed on-demand. The Customer Satisfaction Report is pulled from customer surveys post-ticket and can show how your technicians are being rated on Quality, Technical Knowledge, Helpfulness, and more. We also saw the SLA report, which can help you explain to your customers the value that you’re bringing, through the number of tickets handled, your response and completion times and more. For more tips and tricks on communicating with customers, don’t forget to sign up for our upcoming MSP Minds Live – which is ALL about communicating with clients.

 

Want to learn more? Watch the full webinar for a walkthrough of how to set up ticket automation rules such as assigning actions to tickets based on keywords, how to utilize email forwarding, auto-replies, and also how to benefit from the Atera Customer Portal.

 

 

If you want more information on setting up a business calendar, billing and invoicing, our rich API integrations, and any other elements of Atera’s PSA, check out our dedicated PSA training that you can attend live, or watch on-demand.