Managed Sevice Providers (MSP) are companies that remotely manage IT infrastructure and end-user systems for other companies, usually small and medium businesses. Due to the nature of their work, MSPs have high demands when it comes to choosing help desk software since they require a wide array of advanced features such as asset management, SLAs, etc. Let's take a look the most significant MSP demands and see what Jitbit Helpdesk can offer to your company.
ITIL and ITSM are different customer support specifications. In short, these specifications require the helpdesk software to be a single point of contact between the service provider and the service customers. Because of that, they require the help desk app to support some very specific features, like the asset, incident and change management, knowledge base and more.
Jitbit Helpdesk fully supports the ITIL specification and provides you with everything you need, including:
Read more about Jitbit and ITIL.
MSPs usually work with several companies, and Jitbit makes it pretty easy:
Most MSPs sign SLAs with their customers that require to reply and resolve tickets within a specific timeframe. To prevent your company from getting in trouble for violating an SLA, Jitbit Helpdesk gives you multiple ways to manage this automatically.
You can create SLAs on per customer basis using a combination of Jitbit features such as due dates and automation rules. For example, if you have an SLA with a company named "Acme", you can create a rule that looks something like this:
After you create the rule Jitbit will set due dates automatically and you will be able to easily see which tickets need your reply next.
But that's not all. Automation rules let you do a lot more. For example, you can auto-assign a technician to tickets from specific customers.
Read more about Automation rules.
A well-maintained knowledge base is a great asset to any MSP. With Jitbit you can create public or private articles and categorize them. By default, the knowledge base is the first page your customers will see when visiting your helpdesk. They will be able to see featured articles and search for other ones.
Jitbit also uses AI features to automatically suggest related KB articles to your customers while they type out their ticket and after the ticket was submitted. We also suggest articles to technicians when they open tickets. That way we are hoping to help you keep the resolution time to a minimum and reduce the amount of work you have to do.
Read a detailed article about Knowledge Base
Of all the features, having detailed Reports is probably the most important one. Jitbit Helpdesk comes with a wide variety of reports that will help you see who are your demanding customers, the least productive employees and a lot more. You can easily see what your current tendencies are - is you response time up or down since the last week? How many tickets did you get this month? How much time have you spent on this particular customer? You can answer these and other questions with reports in Jitbit.
Here is an article on Reports.
Besides, the features above you may want to take a look at:
Last updated: 10/18/2018 more Helpdesk Ticketing System whitepapers