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Customer updated tickets

The biggest parameter impacting the growth of an MSP is customer satisfaction. Acknowledging and resolving incidents is extremely important in ensuring that the customers are happy and satisfied with the services provided. Unacknowledged tickets can cause dissatisfaction and ultimately customer churn.

 

Acknowledging and resolving incidents is crucial from a financial standpoint too apart from customer satisfaction. SLA breaches are expensive and strongly affect the bottom line. The lack of an efficient alerting tool might cause alerts to go unnoticed; sometimes resulting in breaches.

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Customer updated tickets

Customer updated tickets are tickets created by customers regarding any problems that they face. These tickets are of prime importance as they have the biggest impact on customer experience.

 

Acknowledging and resolving customer-updated tickets makes them feel heard and valued. Prompt resolution of these tickets also eliminates SLA breaches and related difficulties. AlertOps empowers you to do just that.

Mobile Response

When a new ticket is generated by a customer, AlertOps initiates notification and escalation processes or even workflows. Our mobile application allows the technicians take actions without having to reach for the computer. The platform makes sure that the on-call technician is notified in the shortest possible timeframe.

 

Once the on-call person is alerted, he can then acknowledge the alert or escalate it depending on the situation. AlertOps is extremely flexible in terms of alerting frequency and mediums. The platform offers a wide range of alerting channels such as email, SMS, push notifications, voice call etc.

Escalations

The AlertOps platform allows organizations to set automatic escalation rules in case the on-call person is not available.

 

This way, the platform ensures that customer generated tickets are acknowledge in the shortest time frame, so that the clients are satisfied and SLAs are never brached.

Checkout the other MSP Offerings

Generic On-Call Alerting

Review which calls were answered or missed as well as notify and escalate on any incoming or missed calls!

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SLA-Based
Alerting

Different escalation paths as well as send stakeholder notifications and updates as SLAs are approaching or being breached.
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Open inbound and Outbound API

AlertOps can capture virtually any data sent to the system via E-mail or REST API. In addition to capturing the data.
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Major Incident / Manual Alerting

Users can Kick off, process, and respond to incidents from any tool whether it’s a mobile app, web application, chat tool
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Business Hours Alerting

Tickets left unattended after a certain period of time during the business day kickoff custom notification rules to escalate directly to management

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Mobile
Response

Update virtually any field in the ticket using custom actions to ConnectWise Manage. Ie. Update Priorities, Assignment, change Boards, etc
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Collaboration Channel Notifications

Microsoft Teams and Slack to directly post to specific channels. We see that customers are often in shared channels with MSPs, provide alerting directly to shared client channels.
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Alert / Ticket
Noise
Reduction

Point your monitoring tools directly at AlertOps, to reduce noise, filter which alarms warrant creating tickets, and make your service desk more actionable.
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Customer Updated Tickets

Notify on-call or scheduled technicians upon updates to customer generated tickets. Immediately initiate notification and escalation process for Customer Updated tickets to provide more immediate response!
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Live-Call Routing (IVR)

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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To learn more on how AlertOps can be the most powerful tool that your Business needs right now.

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Watch & Thrive: AlertOps Unveiled in Video Testimonials

MSP Customer Reviews

We've had AlertOps for a couple of years now and are extremely happy with the results. Our techs rely on the convenience of launching the mobile app to check in on this assigned alerts. As the manager, I have found it easy to schedule our resources during on call hours and holidays. Support issues when needed, have always been handled in a timely fashion. Keep up the good work!

Rod Vasquez Intelice Solutions

We've been using AlertOps for over a year and our team loves it. It's reliable, easy to use compared to other applications, and even the support team is fantastic at responding and getting to a solution. I'm very impressed and highly recommend!

Shams W.Pawel WhyReboot

We really like the flexibility that AlertOps provides. Adding or removing someone from our on call rotation is significantly easier then what we were using before (OnPage). Also their support is great, Kam specifically helped me build out our entire call tree.

Eli Haas Vision Computer Solutions

We switched to AlertOps from a different platform for a number of reasons, such as flexibility in schedule changes when someone is off, adding Stat holidays to the existing schedules, combination of multiple schedules and teams and others. I appreciate fine tuning that can be set up with ConnectWise. I am pretty sure I have lots yet to discover though.. So far, whenever I ask - is it possible, the answers were - yep :-).

Lena Glazunova Manawa

We switched to AlertOps from another competitor. We saved money, the integration works better, and we have received more support. It's important that you can rely on your on-call system and Alert Ops works great.

Sean Harris A Leap Ahead IT

AlertOps is very convenient and it is great that it auto creates a ticket. It makes the on call process for our organization so much easier.

Dawson Roeber Community Care partners

Alert ops has made our after hours process a 1000x better. Consistent alerts that never fail and completely allow you to customize what it looks like for you!

William McKee GFI Digital

AlertOps is great! Super flexible to work with, robust platform, and tightly tuned into their customer's feedback. Very nice to work with.

Tyler Reynolds MB Technology Solutions

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