End users rarely submit clear tickets.

You can try to fight it with policies, procedures and reprimands and spend half of your time battling your clients in meetings about the correct way to open and document a ticket. You can spend hours digging through emails to figure out where communication broke down, OR, you can ditch all of that and just make submitting perfect tickets the new easiest thing for people to do.

All of the sudden you’re not at war with your users:  you’ve given them the tools they need to communicate with you the way you need them to.

Tier 2 Tickets™ come in as if another technician has already spent time working the ticket.

You get to take the guesswork out of the ticket, letting you triage your tickets perfectly and read up on a problem in advance instead of going in blind. The end user will think you are a genius and if it’s over your head you can escalate before you have to waste your–or the user’s–time.

Better data means better processes and better faster resolutions.

Your techs look like geniuses and your end users can rest easy feeling like they’re being taken care of by the best helpdesk team possible.

Tier 2 Tickets™ performs a number of features that helpdesk technicians will appreciate for the unparalleled context and clarity provided, even before they make initial contact with the end user.

Screenshots + Annotated Video

The Tier 2 Tickets™ software grabs a screenshot of all monitors at the time it is triggered. The end user doesn’t have to worry about having the error in the foreground later when they are submitting the ticket or trying to take a snip of the problem. Screenshots are stored automatically on their behalf. No training required.

Smart, Real-Time System Report

Launches dozens of diagnostic scripts that collect data on the systems current real time state! Never spend weeks hunting down an intermittent issue again.  You can find out exactly what processes were running (and how hard), disk queue, Blue Screens of Death, network connectivity and lots more at the instant that the problem occurred.  You can also add your own scripts as you see fit.

Even seasoned technicians still usually have to spend some amount of time running through basic diagnostics when they get a ticket.  Now, you have a head start as many of the most frequent diagnostic steps have already been taken and anything that is out of the norm comes in flagged as a potential issue.

The Helpdesk Button™ report distills all of the gathered information and attaches all of this data to the ticket. On the end-user side, it also gives them the ticket number for follow up.

Zero-Training Ticket Submission

Yes, you read that right. Tier 2 Tickets™ simplifies ticket creation. Launches an application for end users to make a request and walks them through the process easily.  It doesn’t require them to know their user name or their password for the ticketing system.  They are validated on the back end by your staff based on the currently logged in user and the machine the ticket was submitted from.

The Helpdesk Button™ is initially integratable with some of the top names in the biz, like: Autotask, Connectwise, and Zendesk. There’s also the option to create an email connector if you prefer to have tickets submitted directly to your inbox.

Learn more about our Integrations here.