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 like email, phone or text, or not at all! In order to encourage users of all ability levels to submit the perfect ticket, every time, our most successful partners have implements some combination of at least the first (if not all five!) of the following best practices as they deploy our software.

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1) Deploy to all of your endpoints as a reliable part of your process and workflows.

Tier2Tickets is a workflow improvement tool: you’ll see big wins when it is a part of your standard process. Use Tier2Tickets as a tool for all of your clients, not just a select group of endpoints, and train your technicians to expect and review the report. We’ve had partners report reductions in their time-to-diagnose and time-to-resolve by 20%, 40%, and even 60%. It won’t save time on every single ticket, but the annoying, messy ones, having that baseline of reporting will save you time and frustration.

2) Make launching Tier2Tickets visually obvious for your customers.

Humans are visual! You’ll get the best adoption by making your ticketing process through Tier2Tickets blatant and obvious. We offer several methods of triggering our software in addition to the desktop icon, and we recommend using some combination of the following to train your end users to launch Tier2Tickets:

  • the Helpdesk Button, with your branding on it
  • the pinned-to-taskbar icon, edited if you’d like with your brand, but make sure it says “HELP” very clearly!, and/or
  • a HELP decal on the keyboard hotkey of your choice.

3) Provide customers with hands-on training that fits

Encourage user adoption by giving end users intentional practice using this new process, whether on the fly in the field, during planned meetings/training sessions/Lunch-and-Learns, or sharing a How-To Sheet.

i. In the Field

When users call in: Use Tier2Tickets for User Verification and immediate diagnostic collection.

When a user calls to submit a ticket or attempts to grab a technician in the hallway, train your techs to guide the user to trigger the Tier2Tickets software and walk them through the process. You will then have automatic documentation and diagnostics on the user’s problem, and in the case of phone calls, it’s a great way to affirm the user’s identity and workstation with our proprietary Human Factor verification.

When a technician is on-site

Have an on-site tech take a minute to walk each person through submitting a ticket and explain to your end users that doing this small action gives them the power to help resolve their problems faster.

ii. Planned Meetings/Training/Lunch and Learns

Bring your customer coffee and donuts or host a Lunch and Learn to cover any office-specific conversations you needed to have anyway. Walk them through the ticket submission process, how to submit a ticket, and even show them parts of the report so they understand how much they’re helping themselves when they submit a ticket versus calling or emailing you.

iii. Provide users you can’t train with a custom How-to Guide

Another method of training your customers can be an email or printed handout of our The How-to Guide to each user. In our Marketing Collateral section, 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 Tier2Tickets/Helpdesk Buttons are and how to use them. 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.

4) Give your End Users a Carrot vs. a Stick.

A common practice we’ve seen partners employ is to give your customers gentle incentives to encourage them to submit tickets by Tier2Tickets. Sometimes that looks like tickets submitted via Tier2Tickets higher priority than tickets from email and telephone. Other partners have a special tiered rate of service for customers who submit a pre-determined percentage of tickets through Tier2Tickets/Helpdesk Buttons.

i. by Email

If you accept tickets via e-mail currently, consider adding instructions to your autoresponder. Our MSP uses the following:

Subject: We received your Normal Priority Ticket.
Message: “Thank you, we have received your request and your normal-priority ticket has been created. Do you have an urgent or high-priority request? For immediate diagnostics, triage, and dispatch, please submit a ticket via your Helpdesk Button.

ii. by Phone

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) Work Tier2Tickets into your other customer-facing processes

Make Tier2Tickets your end users’ “single pane of glass”.

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.

Add Tier2Tickets 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.

We can just do all of this for you and a whole lot more if you want. Talk to your account manager about a Premium Whiteglove Onboarding.