Best MSP Ticketing Systems
One of the best tools an MSP can invest in is a reliable MSP ticketing system. The correct system will infinitely improve your day-to-day functioning and help you best serve your clients.
Fortunately, there are plenty of great ticketing systems catering to MSPs. Here, we will explore some of the top systems designed for the industry and some of the benefits your company will enjoy upon investment.
5 Top MSP Ticketing Systems To Consider
The best MSP help desk ticketing system for you will depend on your unique requirements. So, as always, be sure to do some research and create a list of “must-haves” and “nice-to-haves.”
ConnectWise
You can’t go wrong by making ConnectWise your MSP ticketing system of choice. ConnectWise boasts the following features:
Multi-channel ticketing
Also known as omnichannel ticketing, this feature is a must. It ensures that no matter the avenue a customer uses to contact you, no request goes unseen. Whether a query comes in via email, text, or live chat, ConnectWise can create and manage the ticket!
Intelligent dispatching/ prioritization
The ConnectWise help desk displays technician availability so that you can assign tickets to certain teams and prioritize task urgency.
Time tracking
ConnectWise has a time entry sheet so that you can track where each of your technicians is working, and the duration of the job. This will help you notice any room for efficiency improvement and aid in workflow streamlining.
Automated escalations
If there is a client that needs immediate help, there can be a large knock-on effect in terms of scheduling. With ConnectWise, once a ticket is escalated in terms of priority, the required scheduling shifts will be handled automatically.
Zendesk
Zendesk is another great choice for MSP ticketing. Here are its key features:
Customizability
Zendesk’s help desk is fully customizable. Alter the platform as your business grows and as you learn what works best for you and your team.
Integration ability
Zendesk will help you fully integrate and sort through all your customer data with ease. The API and SDK allow for both code and non-code functionality for added versatility.
A unified customer view
Create a customized view for each customer that tracks every interaction between client and MSP. This will paint a clear “at-a-glance” picture for each of your customers.
Analytics and reporting
Analytics keeps track of and reports on any workflow trends, positive or otherwise. This is a great feature for keeping track of your team and gaining actionable insights as to how to improve your workforce.
Vivantio
Vivantio is another large contender in the realm of MSP ticketing systems. They place emphasis on the following features that separate them from some of their competition:
A centralized, scalable platform
The Vivantio helpdesk can be scaled alongside your business as your MSP grows. It is one central system from which to keep track of multiple teams and departments.
You can track performance broadly, or you can choose to zoom in on certain teams and departments. What’s more, you can effortlessly configure each member’s role within the help desk and their permitted actions.
Instant implementation and an excellent in-house support team
The Vivantio team will personally visit your premises to install the software and get everything up and running in no time. If you run into any snags, there is an expert support team that is always ready to lend a hand.
Configurable and easy to integrate
You can track both internal and external customer tickets on the Vivantio platform
The platform can easily integrate with other CRM tools
Each customer can be assigned a unique ticket type or ticket category
Each customer can be configured to have different self-service capabilities
LabTech
LabTech is a big name in the business. It is a top choice for an MSP ticketing system, whether your company is large or small.
Background Technical Support
LabTech’s solution focuses on providing the very best in remote technical support thanks to its inventory and client management features. The solution boasts over 100 built-in commands alongside a file and registry editor.
These features mean that technical support can happen in the background, without your client’s operations being affected.
Interactive Technical Support
This remote assistance allows technicians to directly connect to a client's computer and run through their fixes to check that all is in order. This allows clients to see the resolutions for themselves in real-time!
A Comprehensive Inventory
LabTech enables you to track customer devices and recent updates and resolutions. That way, the ticketing system will help you stay on top of who needs assistance or upgrades first.
Other Notable Features
24/7 helpdesk
Email-powered ticketing system
Per client permissions, command history, shared hyperlinks, and timesheets
Kaseya
Last but not least, we have Kaseya. Here are the main features of this ticketing system:
Maximized Profitability
Automation of ticketing systems means improved technician efficiency. This will improve your business’ reputation and help you retain your current clients and attract new ones.
Minimized Costs
You can invest in Kaseya solutions as your business grows. The full package of IT management solutions is fully integrated, complementary, and highly cost-effective.
Enables Top-Tier Customer Care
When automation and efficiency are the names of the game, customers will be highly satisfied by your MSP’s servicing speed. This forms a positive feedback loop with that maximized profitability promise.
In Conclusion
A good MSP ticketing system is essential for MSPs wanting to deliver the best, most efficient service to their clients.
Your choice of an MSP help desk ticketing system is a big one, so take your time and explore all your options!