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Tier2Tickets

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Product Overview

Eliminate guesswork and resolve support requests faster with the perfect ticket, every time.

Tier2Technologiesflagship product, Tier2Tickets, is wildly improving the traditional ticket submission, discovery, and resolution process. Often paired with the Helpdesk ButtonTM, an optional add-on, MSPs are benefitting from a customizable powerful sales and service tool that will differentiate your business from your competition while also improving your technicians’ efficiency all while winning clients’ satisfaction and sales. 

Self-diagnosing ticket with Real-Time Data

Pre-flagged report is complete with real-time network, software, hardware, and security data, tells you exactly what is happening at the time of reporting. A sample of real-time data collected:

  • Automatically Reproduce user activity: Go back in time to before the customer hit their button and see what they saw with screenshots of the user’s last 20 actions

  • Highlighted warnings + errors: Know exactly where the problem areas are on the users device or that occurred within the last 10 minutes prior to button press.

  • Papertrail on problematic visited sites: DNS cache is compared to a list of known malicious sites.

  • Curated links for quick service + training new technicians: Curated links to reputable sources for errors, executables, messages, and software information.

  • Recent Blue Screens of Death and their error messages 

  • Plus more, plus any custom scripts you value, plus more features added monthly

Submits tickets even when device is offline

QR Code-enabled ticket submission directly to Manage, including 10 network diagnostic tests.

Access the Tier2Tickets Report in ways that make sense to your team 

  • Generate our powerful report on demand through the Tier2Tickets/Helpdesk Buttons portal

  • Automatically add report to every ticket that is created regardless of source with Configurations in Manage

  • Pull the Tier2Tickets report with Powershell through your RMM based on alerts you set

  • Powerful Automation Engine: Tie together your stack with Python and Powershell and the Tier2AI, triaging tickets as they enter Manage or giving your customers self-service activities based on what they asked for. 
  • Ticket dashboard with alerts: Know about potential problems with customizable alerts after and before users submit a ticket.
  • User Trust Factor: Identify users easily via our proprietary User Trust Factor
  • End-to-end encryption: Industry-leading security on all of your, and your clients’, data 
  • Highly Customizable + White-label ready: Modify the GUI to fit your workflow and brand.
  • Powerful sales and service tool: Brandable, physical USB Button that end users will innately associate with your trusted expert response.

Integration

ConnectWise Manage ConnectWise Manage

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