This texting dilemma is a common issue faced by many MSP practices, as customers nowadays often opt to communicate with their technicians via text rather than traditional phone calls or emails. This shift in communication preference can lead to various challenges within the service desk workflow. For instance, there is often a lack of accountability when requests are received through text messages, as there is no clear audit trail to track the progress or completion of the task. Additionally, if a technician is on vacation or unavailable, they may not be able to respond promptly to incoming texts, causing delays in addressing customer issues.
Furthermore, the nature of texting makes it difficult to keep track of previous conversations or maintain a comprehensive history of interactions with customers. This lack of continuity can hinder the efficiency of resolving issues and providing consistent support. Moreover, when a ticket is tied to a specific technician's phone, it becomes challenging to reassign the task to another resource if needed, limiting flexibility and resource allocation within the service desk.
To address these challenges and improve communication processes, innovative solutions like Tixt by Gozynta offer a seamless integration of texting with ticketing systems. By incorporating features such as tracking texts within ConnectWise Manage, enabling ticket reassignment, and protecting technicians' privacy by concealing personal phone numbers, Tixt enhances accountability and efficiency within MSP practices. This powerful tool not only streamlines communication but also ensures a more structured and organized approach to managing customer requests and technical support issues.
So, what is your Service Desk to do?
During the Bering McKinley's monthly ConnectWise Tuesday Guest speaker series, Gozynta took center stage to showcase their innovative texting-to-ticket solution, Tixt. The Gozynta team's demonstration highlighted the seamless integration of texting with ticketing systems, emphasizing key features such as tracking texts within ConnectWise Manage, enabling ticket reassignment to different resources, and safeguarding technicians' privacy by keeping personal phone numbers hidden while still allowing customer interaction via text. This powerful tool not only streamlines communication processes but also ensures accountability and efficiency within MSP practices.
Keep your tech’s phone number private while allowing them to answer customers’ questions by text. Click to watch below.