14th September 2020 – supportIT will officially launch a self-service call logging portal on the 14th September 2020. The portal will be pushed out to all support clients via DATTO RMM and will be visible simply by clicking on the SIT icon at the bottom-right hand corner of your screen. To log a ticket just double click on the icon and log your name, issue details, contact details, the urgency of the issue and whether the issue is affecting just your machine or others in the business.
The portal allows you to attach a screen shot directly into the ticket for further information and, once entered, your contact information is stored for future issues. Once submitted, the issue is logged directly into the call logging system and assigned to an engineer by our service desk administrator. Through the portal, the engineers can see the exact workstation that has reported the issue so resolution times are quicker, and often fixed in the background before the user is even aware. Direct access to support the workstation is permissions-based for privacy purposes.
‘Feedback from other Managed Service Providers (MSP’s) is that users are delighted with the visibility and control the portal gives them; Calls can be logged 24/7, which encourages users to log calls as they happen. The portal also stores calls logged so the user can see the previous calls they have logged and the progress of their current issues. The reporting function is a value-add for management, because the calls are logged associated with the individual’s workstation, reports can be pulled to identify problematic hardware and recurring issues. This service will be delivered as part of existing support contracts at no extra charge and is part of our commitment to providing the best possible service to our clients’ – Joe McGivern, supportIT CEO.
supportIT users will see the icon pop up from the 14th September, but if they have problems finding or viewing the icon, they should contact the helpdesk (helpdesk@supportIT.ie). Users can also continue to log calls directly by phone (01-9022112) or email (helpdesk@supportIT.ie) if preferable.
We always value feedback on new services, so do please send any feedback to tdoyle@supportIT.ie.