Some call it the auto-dispatcher, others call it the lucky dip of ticketing. We call it our special sauce. In truth, Open Next is the technology that ensures that the Right Ticket is given to the Right Tech at the Right Time. Open Next was the result of analysing tens of thousands of tickets in a busy 24x7 MSP. We have taken all the key influencing points that impact a ticket – so your techs don’t need to.
Priority of the caller
Priority of the device
Priority of the request/issue
The customers’ Business hours
The proficiency of the technical resource
The roster of your tech team
Do Not Disturb times
Create A Ticket
Creating a ticket has never been easier. 4 simple steps is all that is required, and the ticket is created, automatically prioritized, and categorized. Ensuring tickets are created for all requests is the anchor point in ensuring you know exactly what is happening in your MSP.
Email to Ticket
New emails can be created straight into a new ticket. All email correspondence from that point on will automatically be linked to the ticket, with the status of the ticket automatically changing when the customer replies.
Schedule A Ticket
In the rare cases that you need to schedule a ticket to a specific time or technical resource, you are able to do so. The great news is that Open Next takes these schedule tickets and delivers it to the technical resource as required.
Our unique Question Trees empowers your Tier 1 techs to do more tech work. With a database of hundreds – your techs can spend less time using search engines to find how to resolve issues – and more time resolving the issues.
Each month we add more Question Trees to the catalogue, so your team can focus on helping your customers with tickets – not documenting.
If you have specific verticals that your MSP is servicing, we can help by building the question Trees to help your team achieve a higher resolution at Tier 1 level.
Like the dashboard in a car, ServiceTree’s dashboard provides an instance snapshot of your MSP for the current day. Unlike many other dashboards, ours is not only live – but the data behind the widgets is not ‘manually’ being entered in by your team.
Reporting that allows you to see how tickets are consuming resources and where you need to adjust resources, training, or processes.
Analysing your team, and their utilization has never been easier or more accurate. Thanks to ServiceTree’s unique design – data on your team has never been as empowering.
With every ticket being created in ServiceTree against a device, you can finally see exactly which device is impacting your MSP.
Ensuring you provide your customers with the ability to provide feedback to your business