1. Pesky printer problems

Printers, notorious for triggering frustration, are a common source of technical issues. In fact, they incite such strong emotions that The Washington Post dedicated an entire week to exploring consumers’ intense dislike for them! MSPs can ensure their technicians are well-prepared by equipping them with passwords, tips, tricks and documented quirks for each printing environment. This empowers technicians to swiftly resolve printing-related problems.

2. User management and onboarding

Smooth employee onboarding is essential for both the success of new team members and overall customer satisfaction. By utilizing the Ticket Type rule variable, technicians can automatically access the necessary procedures, passwords and flexible assets when working on “New Employee” ticket types. This ensures a smooth and seamless onboarding process.

3. Secure access to remote services

In the current hybrid work environment, secure access to company resources is paramount. Technicians need quick access to VPN and secure edge information, especially when employees are away from the corporate network. Secure Edge ensures that end users can access corporate networks with the same security standards. These standards are applied no matter where users are connecting from. By using the Ticket Title or Ticket Description field to identify keywords like “VPN” or “Remote Access,” technicians can efficiently retrieve VPN flexible assets, documents and passwords.

4. Install or access Microsoft 365 services

Troubleshooting Microsoft 365 services often begins with confirming user licenses. Thanks to IT Glue’s integration with the Microsoft platform to automatically track Flexible Assets, Autotask users can create a rule that identifies keywords like “Microsoft,” “Office,” “Power Bi” or “Azure” in Ticket Titles or Descriptions, automatically displaying the Microsoft 365 License flexible asset. Your technicians will never have to jump through hoops to see what license they’re assigned again. To explore this integration further, you can read our blog post “Announcing Azure AD and Intune Integrations,” which showcases how you can consolidate and automate documentation of various asset types in your Microsoft environment with IT Glue.

5. Line of business application access

Different industries rely on unique sets of applications. Technicians may not be as familiar with these specialized applications as they are with Microsoft, Zoom or Google Workplace. By identifying keywords in tickets related to specific applications such as “Amicus,” “DealerSocket,” “Dentrix,” “Mindbody” or “Sage,” technicians can easily access Application flexible assets and the appropriate passwords, leading to quicker ticket resolution.

The Autotask and IT Glue integration has revolutionized service desk operations by eliminating information hunts and streamlining the process. Technicians benefit from auto-suggested IT Glue Documents, Passwords, and Flexible Assets directly in Autotask tickets, saving time and improving service quality.

Schedule a demo of IT Glue to see how this powerful integration can transform your service desk.

The post Supercharging Service Desk Operations with IT Glue and Autotask Integration appeared first on IT Glue.

Since your documentation in IT Glue is meaningful and includes a variety of different assets, you can leverage it to automate your day-to-day tasks. Purposeful automation that is focused on your core business workflows can save valuable time and boost efficiency. When your billing, ticketing and vCIO solutions work together with IT documentation, you don’t ever have to go back to doing these tasks manually.

In this blog, we’ll explore how IT Glue helps you automate your core business processes.

Automated Billing: BMS

What would you rather spend your time on – stressing about billing for completed services or supporting your clients to bring in more revenue? We’re willing to bet it is the latter. That is exactly what you can achieve with IT Glue’s integration with BMS.

You can leverage the already documented IT Glue Flexible Assets to automate usage-based cloud services billing in BMS. Instead of spending hours each month manually reconciling cloud services provisioned with spreadsheets and then manually updating the recurring service contracts to accurately bill customers, you can leverage the already documented IT Glue Flexible Assets to automate billing.

BMS will automatically pull the IT Glue Flexible Asset quantity directly to the contract you’ve added the service to, and you have the option to change the quantity in IT Glue as needed.

Live Ticketing: BMS and Vorex

With the sheer increase in the complexity and volume of IT tickets, technicians need a simpler way to manage their tickets and support users. Simplifying the ticketing process is a priority for IT Glue, and you can achieve that with Live Ticketing in both BMS and Vorex.

With Live Ticketing, you can now choose to work in either IT Glue or BMS/Vorex based on your preference. Since you are working in a platform you are most familiar with, you can boost your efficiency in ticket resolution. You can create, view, assign, update and close a ticket on both these platforms.

In addition to offering a similar look and feel, both these platforms offer the same in-line editing capabilities and allow technicians to update and log time in accordance with their work practices.

Technicians can also save a lot of time by integrating with BMS or Vorex as all relevant IT Glue information is now auto-suggested to them. As an IT Glue administrator, you can now create workflows that provide relevant context to any BMS or Vorex ticket, so you can easily access suggested related IT Glue documentation for quick reference. This saves you the trouble of manually searching for KB articles or SOPs when working on an IT ticket.

Automated vCIO: myITprocess

With the latest update to the myITprocess integration, you can now automate technology assessment processes with the ability to search and link IT Glue Configurations and Flexible Assets directly in myITprocess and save hours per client.

As a result, you no longer have to deal with copies of data that are already stored in your other tools. Moreover, you don’t have to worry about upkeeping information in several places. This integration will also let you automatically track any changes to your client’s environment and provide you with the ability to easily identify key projects for high revenue opportunities.

Automation is the way forward

The more processes you automate, the fewer resources you waste on repetitive, manual tasks. Documentation is not just about storing and retrieving information. By leveraging IT Glue assets the right way, you can do so much more in terms of automating your business processes and boosting efficiency. The automation of your billing, ticketing and vCIO processes, with the help of IT Glue documentation, stands testament to that.

To learn more about how IT Glue can automate your core business processes, request a demo.

Get your demo today!

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The post Leverage Documentation to Automate Billing, Ticketing and vCIO appeared first on IT Glue.

The ticketing integration for Kaseya BMS in IT Glue allows users to see all their existing tickets from BMS directly in the IT Glue window without ever having to switch between the two platforms. Quickly looking at relevant information stored in IT Glue to resolve a BMS ticket in that same window is a significant timesaver for IT technicians and help desk specialists.

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The Math

We looked at data from our recent Global Benchmark Survey, and some widely available sources online to examine the problem. The average MSP serves 1300 users, and on average 1% of users per day require a password reset. That’s 13 resets per day. A reset takes 3.5 minutes to execute, though it might take longer if you’re not using IT Glue. We just assume you are, because you’re smart.

Multiply 3.5 minutes per reset by 13 resets per day and you get 16.68 hours worth of labor per month, just for password resets alone.

Your Tier 1 handles these things, and according to the results of the Global Benchmark Survey a Tier 1 costs an average of $40,000 fully burdened. If they cost more, the cost to you of password reset tickets is going to be higher. Take that wage, converted to hourly, and multiple by the number of hours:

$40,000 / (52*40) = $19.23 per hour * 16.68 hours = $320.77 in direct costs. Then factor in the opportunity costs – the value that tech could be deriving for your company if they had all those hours back to do productive work. We use the same opportunity cost formula from our Cost of Waste Calculator, and the end result is an annual total cost of $9350.

There’s another source floating around that uses a different methodology and comes out with a slightly higher number, but the point is the same. You are dedicating ¼ of a full-time tech’s worth of resources to password reset tickets.

And it’s all waste.

According to Steven Zimmerman, the CTO of TSTEC, an MSP in Cape Town, “MyGlue has reduced the number of support tickets for password resets by an average of 50%,” and this is just in the first few months of rollout.

Let’s run those numbers, then:

Monthly cost of waste from password reset tickets is around $780. 1300 seats of MyGlue is $650, so you’re ahead of the game already. That’s if you give away MyGlue for free. But if you’re bundling it, and selling it for $2/seat, that gives you this math.

MyGlue is easy to set up, easy to deploy, and once you’ve signed up we give you a MyGlue Action Pack stuffed with sales collateral. The Action Pack will help you convey the value of MyGlue to your clients – and the value for them is probably even more compelling!

You can sign up for MyGlue in-app, or by contacting your IT Glue representative.

Alternately, you can learn more about MyGlue by signing up for an introductory webinar where we walk you through the product, its features and how it works.

Yes, sign me up for a demo!

IT Glue is an award-winning documentation platform that allows for efficient storage and retrieval of all the documentation you need to help your MSP run better. By integrating PSA and RMM data, we can help increase your efficiency, and reduce onboarding times by even more. By eliminating wasted time from your business, IT Glue gives you more time to focus on what matters – growing your business.

The post The High Cost of Password Reset Tickets appeared first on IT Glue.

But to truly visualize how these savings materialize is another matter altogether. Those who have IT Glue understand, but for those who don’t have IT Glue yet, we’ve put together a series to illustrate the different touch points IT Glue’s many features have on your daily workflow.

This is how IT Glue helps you create value through the different stages of your critical activities.

Let’s start with a basic ticket.

Generate tickets automatically

Where do tickets come from? Sometimes stuff breaks and your clients submit a ticket. But other tickets can be automated. Use IT Glue’s Workflows feature to set up automated ticket via webhooks for things like domain or SSL expiries. Not only does this eliminate a brutally boring manual process, but it removes the risk of missing an expiry. Our RMM and Warranty Master integrations will help you document all of your expiries automatically, too.

If the ticket comes in outside of office hours, and you have a GlueConnect partner, a lot of time they’ll be able to handle the ticket for you, if the information is documented in IT Glue. No overtime!

Identify assets

So a Tier 1 grabs the ticket and identifies the problem. They search in IT Glue, and identify the different core and flexible assets that pertain to the issue. They then look up the different SOPs for handling the ticket. IT Glue also provides a template library for building out your SOPs, along with Word and LucidChart importation, so it’s easy to document all this.

Fully documented SOPs

Now your Tier 1 has the asset information, passwords and SOP to solve the ticket. How long would it take without IT Glue to get all that information together? That depends on the state of your documentation. IT Glue provides you with a Documentation Completion dashboard, and our Engagement feature will encourage your techs to document as much as possible. You have oversight into all of this.

Also, because documenting in IT Glue is so easy, your techs are more likely to do it even without incentive. BrightGauge and CrewHu have built integrations with IT Glue to provide incentive and oversight as well.

Escalation #1

Now let’s say the ticket needs to be escalated. Your Tier 2 is going to be able to go through much the same process of dealing with the ticket. One of the keys to how IT Glue saves you so much time is the Relationship Mapping feature.

Creating related items in IT Glue is as easy as typing “@”, and once you’ve built out the relationships between assets, users and locations, finding the information you need is even easier. If you need to go on-site, the IT Glue mobile app can be a big help, too.

Escalation #2 – now it’s serious

Should the ticket require further escalation, to your Tier 3, we’ve got your back. Document your vendor details in IT Glue so you can get hold of the right person to help you with minimal delay. We’ve got a public API if you need to build a solution, too. And our PSA integrations allow you to track all of this work, so you can be sure to get the billing right, especially for complex issues that require extensive work.

So you can see, that’s a lot of areas where IT Glue helps save you time and effort. You save time on each ticket, and that is multiplied over the number of tickets you do each month.

This isn’t the only way we save you time, either. Next week, we’ll show you how IT Glue saves time on project-based work, and we’ll follow that with an overview of how IT Glue saves money over the entire customer life cycle.

How does IT Glue save you money?

Learn More about IT Glue!

The post MSP Value Chain: The Ticket appeared first on IT Glue.