A Second Remote Control Tool to Backup Your RMM

Tag: online remote support

A Second Remote Control Tool to Backup Your RMM

With the recent team viewer outage on 1st of June we were faced with a problem that some of our clients have already addressed with having a backup remote control solution. Pending projects and tickets were stuck in our MSP’s queues without the ability to Remote Desktop Support Services. Just to be clear on this, we absolutely love using team viewer. It is stable especially when you find yourself with even ten open sessions open...
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IT Help Desk Tier Structures and Managing Tickets

Recently we began restructuring how we priced out our IT Remote Help desk for our US Based IT Clients.We found that the way we were currently managing our workload was really counter intuitive to growing our IT Helpdesk. We decided that although most of our techs are able to operate on a Teir2 level we really needed to define to our clients our Ticket flow structure and in return generate reports over the course of...
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