In the MSP business, noise reduction has long been a hot topic of discussion. MSPs have been attempting to quiet the din for a while, but every time they have done so, visibility has suffered. 82% of IT help desk tickets, according to 2018 research, are not actionable.
That is a significant sum. Imagine having to sift through thousands of unneeded alerts and tickets to identify the few issue notifications that are truly critical.
When you know that all notifications within a specific timeframe will be connected and suppressed, automatically grouping alerts is advantageous. Non-critical occurrences, on the other hand, should only be received during business hours.
Do not burden the CX team with technical details about a server outage; simply inform them of the situation and how it may be resolved.
With enhanced granularity and flexibility, large events may be resolved quickly. With carefully calibrated choices and improved capabilities, reducing Mean Time to Repair (MTTR). For instance, when an event happens, immediately establish a ServiceNow ticket, start a Slack channel, update your Status Page, and alert the appropriate teams based on the incident classification.
Customers today anticipate and demand rapid response when the services on which they rely are disrupted. This is where AlertOps comes in, by providing speedy and automatic escalation processes, as well as bidirectional communications to immediately organize and trigger the appropriate response.
Real time collaboration
Flexible on-call schedule and rich alerting
Workflows
By integrating AlertOps and your ITSM systems in both directions, you can orchestrate and automate the lifetime of your tickets.
Additionally, the platform can mobilize a war room and automatically coordinate resolvers for large incidents through online CD-Collaboration, toolchain automation, conference bridge, chat, or API.
With quicker, cross-organizational alignment among response teams, you can fully leverage AlertOps technology to increase loyalty, boost NPS/CSAT ratings, and achieve customer SLAs.
Review which calls were answered or missed as well as notify and escalate on any incoming or missed calls!
Tickets left unattended after a certain period of time during the business day kickoff custom notification rules to escalate directly to management
AlertOps live-call routing enabled customers to call in and route to the appropriate technicians based on the desired sequence, schedule based on time of day, or directly to voicemail
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