Best Practices For Client Adoption¶
Many users will start using Helpdesk Buttons and Tier2Tickets easily with no instruction at all. However, you may have some users who are used to putting in tickets in certain ways (or not at all!). In order to maximize adoption and get the biggest benefit from the Tier2Tickets software, we recommend the following:
1) Distribute the How-to Guide¶
Prior to – or during – setup, distribute The How-to Guide to end users. We also provide an editable version as an INDD file that you can customize with your logo and standard function key setting. This one-page handout explains what it is and how to use it. You can also use the guide it in your marketing bundle! (Our MSP sister company actually includes a fully functional button that they give out in their MSP marketing binder) Let your end users know that they can use the buttons to put in tickets even if their computer is offline.
2) Change user shortcuts¶
If you use a ticketing portal link on end user desktops, consider removing it. You can specify your portal link and logo to show up on the first GUI page of the Tier2Tickets software itself and you’ll find this is a much cleaner workflow. Removing these shortcuts will encourage the end users to use the software to submit tickets while still retaining the ability to use your portal directly when it is most appropriate and this will remove customer confusion as to which link to use.
3) Edit your email responder¶
If you accept tickets via e-mail currently, consider adding instructions to your autoresponder. Our MSP uses the following: “Thank you we have received your request and your ticket has been created. Did you know the fastest easiest way to submit tickets is via our Helpdesk Buttons? This method gives us a lot of extra information we can use to solve your issue and is the best way for us to service you quickly.“
4) Edit your phone messages¶
You also may consider adding a recording in your phone system to the same effect as above. Our is: “Our first available technician will be with you shortly. For the fastest service, you can also submit a ticket via your Helpdesk Button or icon on your desktop computer. This gives our technicians a huge head start on your issues and is the fastest way to get them resolved.”
5) Add us to your RMM tray icon¶
Many RMM tools have their own system tray icon. We find that very few of our end users have ever used it, but a few select ones do. If your RMM supports it, we recommending adding an option to this menu for “submit a support ticket” that will launch the Tier2Tickets software. We have guides available on how to do this for a few RMM’s already in the deployment section of our knowledge base.
6) Sign up for a White Glove Onboarding¶
We can just do all of this for you and a whole lot more if you want. Talk to your account manager about a White Glove Onboarding.