This section will explore tips to help you set your ticketing system up for success. Optimizing ticket workflow takes a combination of process, strategy, and data cleanliness. While I’ll use Syncro to explain some specific examples, the principles apply to MSP ticketing system workflow in general. To help you get it right, in this article, I’ll explore how you can optimize ticket and help desk workflow to help keep your MSP profitable and customers happy. In a world where 37% of customers expect a customer service response within an hour, there’s limited margin for error between “good” and “bad.” Getting it wrong can build inefficiency into your processes. Getting workflow management right can reduce MTTR (mean time to resolution), minimize manual labor, and improve customer satisfaction. Ticket workflow defines the day-to-day processes MSPs use to interact with their clients. Operations, How to Set Up Ticket Workflow to Reduce Resolution Time
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