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.
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.
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.