Incident management

Nail IT incidents from every account and deliver exemplary IT services.
 

What is MSP incident management?

Tickets are common in any service desk. An interruption to a service or a configured item is considered an IT incident (incident ticket), while a request for a specific IT service is a service request. Managing incidents from multiple accounts is a challenge for MSPs. Having an incident management system that implements best practices to handle IT incidents from different clients in one place is crucial.

Why is incident management important?

Incidents are unexpected and an efficient service desk is one that is prepared to handle and solve them, meet SLAs, and satisfy customers. To achieve this, MSPs should implement an incident management system with features such as issue tracking, risk management, and request management.

ServiceDesk Plus MSP for incident management.

When incidents (tickets) are logged, the intuitive and streamlined workflow rules in ServiceDesk Plus MSP let you handle the incidents efficiently. Automation makes incident management easier by helping you organize the tickets from your different accounts, assign incidents to the appropriate technician, or even resolve recurrent incidents so that your team can focus on more productive tasks.

Automate incident workflows

Automate workflows. Take better control of your tickets.

  • Categorize incoming tickets automatically by category, subcategory, and items.
  • Assign response and resolution SLAs to incidents based on built-in ticket parameters.
  • Using business rules, auto-pilot tickets to the appropriate technicians.
  • Prioritize tickets based on impact and urgency using an incident priority matrix.
  • Send automatic notifications to keep your end users and technicians informed at every step.

Enhance service delivery with SLAs. Boost customer satisfaction.

  • Notify technicians about SLA violations, either proactively or reactively.
  • Take advantage of multi-level escalations for SLA violations.
  • Pause SLA timers when changing the status of an incident.
Configure help desk SLAs