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Selecting the right MSP ticketing system and service desk solution
Selecting the right ticketing system is essential for MSPs aiming to optimize service delivery and improve customer satisfaction. Here’s what to focus on:
Seamless integration
Ensure the system is natively integrated within your PSA solution and connects with RMM, cybersecurity and data protection tools. This enables efficient data exchange, unified insights into SLAs, costs and other key business metrics and supports rapid responses to client issues.Comprehensive analytics
Look for built-in SLA tracking, NPS monitoring and business analytics that can be visualized through easy-to-create and use dashboards and reports.Technician time tracking
Choose a solution that includes time tracking to monitor technician activities and allocate resources effectively.
Advantages of deploying Acronis PSA's ticketing system
- Enhance operational efficiencyStreamline workflows and reduce manual interventions. This leads to faster resolutions and more time to focus on strategic initiatives.
- Improve client satisfactionQuickly and effectively resolve issues using sophisticated ticketing software, boosting client trust and satisfaction and laying the groundwork for long-term partnerships.
- Inform strategic decisionsClosely monitor trends in ticket volume, resolution times and client feedback, enabling your MSP to proactively optimize processes to better meet client needs and stay competitive.
Create and consolidate tickets from
Emails
Configure smart, automatic creation and updates of service desk tickets based on incoming and outgoing support emails.RMM alerts
Generate tickets from alerts by Acronis RMM, Datto RMM, Kaseya VSA, N-able N-central, N-able N-sight and NinjaOne.Acronis security and backup alerts
Create tickets based on alerts from Acronis, including those for backup, DR, anti-malware protection and XDR and EDR services.Via the public ticket portal
Receive support requests through the brandable ticket portal that you can easily integrate into your website.Empowering MSPs with comprehensive ticket management tools
- Manage tickets from creation to resolutionEnsure effective ticket lifecycle management with our ticketing tool, which facilitates the efficient handling of support requests from creation to resolution.
- Enable automatic time trackingAccurately and automatically log time spent on each ticket to ensure precise billing and detailed performance reporting for your technical staff.
- Aggregate tickets from multiple sourcesConsolidate tickets from emails, Acronis alerts and third-party RMM systems into a single ticket pipeline, simplifying response processes.
- Receive customer feedback and send surveysCollect and analyze client feedback to continuously refine and improve service offerings.
- Analyze service desk performanceUtilize detailed analytics to track crucial metrics like client satisfaction, Net Promoter Score® (NPS), service levels, financial performance and team utilization rates, empowering data-driven decision making.
- Track and comply with SLAsMonitor and maintain adherence to service level agreements, ensuring commitments are met and client expectations are consistently exceeded.
Part of Acronis PSA
Simplify success with an easy-to-deploy, adopt and use PSA tailored for modern recurring and cloud MSP business models.
Showcase: Key service desk capabilities for MSPs
Accessing the main tickets view 
Reviewing closed tickets 
Navigate through tickets, search and add filters Adding a new ticket from the management portal
Frequently Asked Questions
What is a ticketing system?
A ticketing system is a software that helps organizations manage and process service requests and support tickets. It organizes issues reported by users, tracks the progress of resolving these issues and maintains a record of past problems and solutions.
What are the key features of a ticketing system?
Key features of a ticketing system include ticket creation and management, multichannel support, automated workflows, real-time tracking and comprehensive reporting tools. Integration with other systems, such as CRM or RMM, is also essential to streamline operations.
How can a help desk ticketing system benefit an organization?
A help desk ticketing system can significantly improve an organization's operational efficiency by organizing and prioritizing support requests, reducing response times and enhancing customer satisfaction. It also provides valuable insights into support trends and team performance, aiding in better resource management.
What factors should be considered when choosing the right ticketing tool for your organization?
When selecting a ticketing tool, consider its integration capabilities with existing tools, ease of use, scalability, support for multichannel communications, reporting features and compliance with industry standards. Additionally, assess the vendor’s customer support and system security features.
Can ticketing systems help with IT issues?
Yes, ticketing systems are particularly effective in managing IT issues by providing a structured process for logging, tracking and resolving technical problems. They ensure that IT support teams can respond promptly and efficiently to minimize downtime and maintain business continuity.
How does the ticket management system work?
The ticket management system works by creating a unique ticket for every new issue or request reported. It categorizes and prioritizes these tickets based on urgency and impact, routes them to the appropriate personnel and tracks the progress until resolution. Users can update tickets with new information and close them once resolved.
Who can use Acronis ticketing system?
Acronis PSA’s ticketing system is specifically designed for managed service providers (MSPs). It offers a robust solution tailored to meet the unique needs and challenges faced by MSPs in managing customer support and service requests efficiently.
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