Echo

Imagine your tech sprinting through a maze, each turn revealing another ticket to solve, but they can only tackle one at a time. This isn’t just an exercise in patience; it’s the reality many MSPs face when relying on traditional support channels like email and phone. These methods might have been sufficient in a simpler time, but today, they’re more of a bottleneck than a solution.

In a world where client expectations are skyrocketing, the old way of managing support—one ticket, one problem, one resolution at a time—feels like trying to catch a tidal wave with a bucket. 

Techs are forced to work through a linear process, making their way from one ticket to the next, which inevitably slows them down and strains resources. The demand for a more agile, dynamic approach to ticket management is clear.

Meet DeskDay’s Multi-ticketing: An improved way of managing tickets! 

DeskDay’s multi-ticketing doesn’t just address this bottleneck; it obliterates it. Designed seamlessly for our modern, chat-based Service Desk, multi-ticketing empowers techs to handle multiple tickets simultaneously—transforming the way MSPs manage their support operations.

Why Multi-ticketing is a game-changer for MSPs:

• Pin multiple tickets for simultaneous management: With Multi-ticketing, techs can pin up to seven tickets at once, allowing them to work on multiple issues concurrently. 

This is a significant upgrade from the traditional single-ticket approach, enabling techs to seamlessly switch between chats without losing track of any ticket. The ability to manage several tickets at the same time leads to quicker resolution times and a more streamlined workflow.

• Live ticket timers for enhanced time management: One of the standout features of Multi-ticketing is the inclusion of live ticket timers. These timers are visible directly from the pinned tickets, allowing techs to monitor the time spent on each issue in real-time. 

This helps techs prioritize their efforts more effectively, ensuring that high-priority tickets receive the attention they need while also keeping other tasks on track. By optimizing time allocation, techs can meet SLAs more consistently and provide better overall service.

• Seamless integration with chat-based Service Desk: DeskDay’s Multi-Ticketing is fully integrated with its chat-based Service Desk, making it easier for techs to manage multiple conversations with end-users simultaneously. 

This reduces the need to constantly toggle between different windows or platforms, helping techs stay focused and efficient. The chat-based interface also ensures that communication remains clear and organized, minimizing the risk of errors or miscommunications.

The benefits of Multi-ticketing for MSPs

Multi-ticketing is more than just a convenience—it’s a fundamental shift in how MSPs can optimize their service desk operations. By enabling techs to handle multiple tickets simultaneously, Multi-ticketing delivers several key benefits:

• Enhanced productivity: Techs can work on up to seven tickets at once, dramatically increasing the amount of work they can accomplish in a single shift. This multitasking ability means that techs aren’t just putting out one fire at a time—they’re managing multiple, keeping the entire support ecosystem running smoothly.

• Improved time management: Live ticket timers help techs track the time spent on each task, ensuring that no ticket is left unattended for too long. This feature allows techs to prioritize high-priority tickets while still making progress on others, leading to better SLA adherence and more satisfied customers.

• Reduced context switching: Constantly switching between different systems or windows can slow down techs and lead to errors. With Multi-ticketing, techs have everything they need in one place, reducing the cognitive load and allowing them to focus on resolving issues more efficiently.

• Balanced workload distribution: Techs can distribute their attention across multiple tickets based on urgency and complexity, ensuring that no single ticket monopolizes their time. This balanced approach prevents bottlenecks and ensures that all tickets receive appropriate attention.

• Increased client satisfaction: Clients notice the difference when techs can quickly manage and resolve multiple issues. Faster response times, quicker resolutions, and consistent communication result in higher client satisfaction and stronger relationships.

Let’s now walk you through some potential use cases for Multi-ticketing in MSPs

To understand the full impact of Multi-ticketing, let’s explore some real-world scenarios where this feature could transform an MSP’s operations:

• Handling high-priority incidents during routine maintenance: Imagine a tech performing routine maintenance on several client systems. Suddenly, another client reports a high-priority incident. With multi-ticketing, the tech can pin and manage high-priority tickets alongside ongoing maintenance tasks. This ensures that the urgent issue is addressed without delaying the scheduled maintenance.

• Supporting multiple clients during a system outage: During a widespread system outage affecting multiple clients, techs often receive numerous tickets within a short period. With multi-ticketing, a tech can pin and monitor all related tickets, providing updates and working on solutions simultaneously. This capability allows for more coordinated and timely communication with each affected client, reducing frustration and improving the overall response to the outage. 

• Managing long-term projects with day-to-day support: Some techs are tasked with overseeing long-term IT projects, such as server upgrades or network migrations. However, they also need to handle day-to-day support requests. Multi-ticketing allows these techs to pin project-related and regular support tickets, enabling them to progress on both fronts without neglecting any responsibilities.

• Resolving multiple issues for a single client: A single client might report several issues at once, such as network connectivity problems, software bugs, and a need for hardware replacements. Multi-ticketing allows a tech to pin all these tickets and work on them concurrently, streamlining the resolution process and ensuring that the client receives comprehensive support in one go.

Allowing techs to handle several tickets simultaneously enhances productivity, improves time management, and leads to higher client satisfaction. Whether dealing with high-priority incidents, complex projects, or multiple client requests, multi-ticketing equips techs to deliver faster, more efficient support.

Embrace the future of service desk management with DeskDay’s multi-ticketing and see how it can revolutionize your MSP’s productivity and client satisfaction.