As any Managed Service Provider (MSP) knows, the number of support tickets per endpoint can be a critical metric. More tickets often mean more headaches, both for you and your clients. The goal is clear: fewer tickets, more proactive management, and happier customers. Here’s how you can help your clients help themselves, reduce those pesky tickets, and free up your team for more strategic tasks.
Train Your Customers—Seriously, It Works!
It might sound simple, but training customers on basic IT skills can drastically reduce the number of support tickets. Imagine this: instead of your helpdesk getting flooded with “How do I reset my password?” or “Why is my screen frozen?” tickets, your users could confidently handle these issues on their own.
Software Suggestions: Tools like KnowBe4 and ITProTV offer great platforms for user training. KnowBe4, for example, not only provides training modules but also runs simulated phishing attacks to educate users on security best practices.
Use Case: With a robust training program in place, an MSP can see a large reduction in password reset tickets over six months. Without it, their helpdesk continues to drown in the same repetitive requests, which could have been easily avoided.
Privileged Access Management (PAM) to the Rescue
Allowing users to perform certain administrative tasks without constantly involving your IT staff can save a ton of time and reduce the ticket count. Privileged Access Management (PAM) software like ThreatLocker, AutoElevate, or BeyondTrust can empower users to make minor adjustments or installations without needing full admin rights.
Software Suggestions: ThreatLocker, AutoElevate, BeyondTrust.
Use Case: A company using ThreatLocker can dramatically reduce tickets related to software installation requests. Users can now install pre-approved software themselves, bypassing the traditional ticket route. Without this solution, the MSP would still be slogging through every single “Can you install XYZ for me?” request, piling up tickets and frustration.
Self-Service Printer Deployment: A Game Changer
Setting up printers might be the bane of every IT professional’s existence. By enabling self-service printer deployment, you can cut down significantly on support tickets. Solutions like Printix and PrinterLogic allow users to install printers themselves using simple, user-friendly portals.
Software Suggestions: Printix, PrinterLogic, PaperCut.
Use Case: An office using PrinterLogic can see a large decrease in printer-related tickets. Employees can add printers without involving the IT team, whereas, without such a solution, every new printer or relocated employee becomes a ticket—leading to endless printer problems in the queue.
Custom Self-Service Portals: Let Them Help Themselves
Set up a custom self-service portal as the default homepage for every user. This portal can include their key applications, email, and a library of HOWTO documentation. Think of it as a one-stop shop for all things IT. The more users can solve on their own, the fewer tickets they generate.
Software Suggestions: CloudRadial, SharePoint/Teams.
Use Case: A company using SharePoint for a custom IT portal sees users frequently accessing step-by-step guides for common tasks. The result? A significant reduction in “how-to” tickets. Without this, every minor question becomes a ticket, leading to an overwhelmed support team.
Automate Patch Management: Fix Before It’s Broken
Automating patch management is like making sure the roof is fixed before the rainy season starts. By keeping all endpoints regularly updated with the latest security patches and software updates, you can prevent many issues from ever arising.
Software Suggestions: ConnectWise Automate, Kaseya DattoRMM, NinjaRMM.
Use Case: An MSP using Automate for automated patch management finds that support tickets can drop as bugs are automatically fixed and update notices no longer nag the end-user. On the flip side, an MSP without automated patching continues to face multiple tickets following every security update release.
Proactive Monitoring and Alerts: Catch Issues Early
Deploying proactive monitoring tools means you’re catching problems before they become problems. Solutions like Datadog, SolarWinds, and Auvik can detect issues early, often resolving them automatically or alerting you to act before they escalate.
Software Suggestions: Datadog, SolarWinds, Auvik.
Use Case: With proactive monitoring, an MSP spots a server overheating issue and resolves it before it leads to downtime. Without it, the same issue could cause a server failure, resulting in multiple tickets and a stressed-out IT team.
Standardize Software and Hardware: Simplify to Succeed
Maintaining a standardized set of software and hardware across all endpoints simplifies support and reduces the number of unique issues that can arise. Fewer variables mean fewer surprises—and fewer tickets.
Software Suggestions: Ninite Pro, Chocolatey, PDQ Deploy.
Use Case: An MSP standardizes its client’s software suite, reducing software compatibility and allowing an MSP to automate deployment and fine-tuning. Without this standardization, each unique software environment leads to more tickets and troubleshooting nightmares.
Deploy Endpoint Protection Solutions: Stay Secure, Stay Sane
A comprehensive endpoint protection solution is crucial in minimizing security-related incidents, which are a common cause of support tickets. Products like SentinelOne, CrowdStrike, and Webroot provide robust protection against viruses, malware, and other threats.
Software Suggestions: SentinelOne, CrowdStrike, Webroot.
Use Case: With CrowdStrike in place, an MSP notices a sharp decline in malware-related tickets. Conversely, an MSP without strong endpoint protection spends considerable time handling infections and breaches—turning each incident into multiple support requests.
User-Friendly Remote Support Tools: Help from Afar
Implementing user-friendly remote support tools can help solve issues faster and more efficiently. Tools like TeamViewer, AnyDesk, or Splashtop allow technicians to access user devices remotely, often resolving issues in real time.
Software Suggestions: TeamViewer, AnyDesk, Splashtop.
Use Case: An MSP using TeamViewer resolves an issue within minutes, reducing ticket resolution time significantly. Without remote tools, the same issue would require an on-site visit or a lengthy phone call, leading to higher ticket counts and slower response times.
Encourage Use of Collaboration Tools: Teamwork Makes the Dream Work
Promoting the use of collaboration tools like Microsoft Teams, Slack, or Zoom for internal communication can enable users to solve minor issues among themselves. Sometimes, the best support ticket is the one that never gets created because a quick chat or screen share solved the problem.
Software Suggestions: Microsoft Teams, Slack, Zoom.
Use Case: An organization actively using Microsoft Teams sees minor IT issues resolved in group chats or quick calls, significantly lowering the number of formal tickets. Without this collaboration, every small issue turns into a formal request, filling up the ticket queue unnecessarily.
