Many users will start using Helpdesk Buttons and Tier2Tickets easily with no instruction at all. However, you may have some users who are used to putting in tickets in certain ways like email, phone, or text, or not at all! To encourage users of all ability levels to submit the perfect ticket, every time, our most successful partners have implemented some combination of at least the first (if not all five!) of the following best practices as they deploy our software.
2. Make it easy for your customers, your way
3. Communicate with your Customers
4. Use Tier2Tickets with your other customer-facing processes
Tier2Tickets is a workflow improvement tool: you’ll see big wins when it is a part of your standard process. How you may choose to implement may vary with your culture or set up, but many of our partners do the following:
Use Tier2Tickets as a tool for all your clients, not just a select group of endpoints, and train your technicians to expect and review the report, instant replay, and other tools. Get them set up with their own Sub-Account and permissions so they can get started. (Most techs benefit from having access to ticket-report, ticket-dashboard, and device-management.)
Make sure they know how to view Assets for supported ticketing systems and pull a report or create a ticket on demand and can use our Remote access tool, Loginwith.me! You can also share our training video for a general overview of the tools available to your team.
Tier2Tickets Official Documentation
This is the official knowledge base of tier2tickets and helpdeskbuttons. We are building it out as we go and we may not have the information you are looking for here yet. If you are having problems figuring something out, and you can’t find it here, let us know and we will get it figured out together.
Community
We have an official Support Forum where we hope to engage with community and share and learn together.
Support
We have official support by email and phone:
You can email us at support@paigewood.net