Brochure: Help Desk Manager - Award-Winning Help Desk And Ticket Tracking For MSPs

SLA Alerts - Ensure Service Level Agreements stay on-track by keeping all of your technicians and clients up to date with configurable email alerts. All new tickets and ticket updates can be emailed to the appropriate recipients. Technicians and management can be alerted via email, and even SMS text messages, when jobs have been left unchecked, unassigned or incomplete for a specified time period. Additional features include “stop the clock,” life-cycle ticket time tracking, auto-escalations, “submit on someone’s behalf,” and more.

Ticket Action Rules - Automation is the key. Action Rules allow your team to automatically assign a ticket, at any stage in life, to the individual IT staff or staff group fulfilling the service request. Automated escalations and ticket updates are driven by easy to configure cascading criteria rules within the help desk admin tools.

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