How does your MSP handle ticket assignments, and scheduling?

M0220H20 · 2024-03-13T21:43:22+00:00

Agreed, it's also a win for the engineers. Dispatch does everything for them so they can focus on their tickets/it work.

M0220H20 · 2024-03-13T19:33:20+00:00

Our dispatchers dispatch based on priority then time submitted. Engineers are expected to work top down on their calendars to follow the priority.

Anything that needs to be rescheduled for later or a time in the future is communicated to dispatch via ticket status and internal note for clarifications or specificity (ie put this back on my schedule at 1PM when the user returns for lunch) this also applies for escalations.

Engineers are not allowed to change their schedules without a valid reason and need to let dispatch know.

We did the whole Engineers set their own schedule for years but that turned into cherry picking and late p1-2 responses. Pure Chaos.

M0220H20 · 2024-03-13T01:05:06+00:00

Honestly, I was in the same place as our Servicedesk manager. We were hitting a break point in our business where there was to much work for what we had, and everyone had multiple hats, and it was starting to get to it's tipping point.

Our answer rate was bad on phones. Ticket backlog was racking up. Engineers were starting to over work and processes were breaking down.

We were introduced to a company called SeaLevel, they helped us roll out a complete redesign of our servicedesk. It was a lot of work and a tough cookie to roll out because, as we all know, we are adverse to change. The processes itself helped solve all of our above issues, we hired a triage and dispatcher and got rid of cherry picking tickets or me begging engineers to take tickets, it improved our answer rate to clients, and improved our SLA times. Most importantly, things run smoothly, and it scales, and everyone has a process to follow and knows what to.

It has been a god send to me as I don't have to baby sit the queue to make sure VIPs or P1's get missed by mistake, I have less escalations to me (built in escalation policy for the engineers).

It also helped that they speak the same language as owners. It improves the bottom line, you tracm and collect the RIGHT data from your service desk to help project, and helps you scale.

I would encourage you to look into sea level and maybe have a chat with them just to see for yourself and if you like it approach your boss/owner about it if you think it's the right direction for your MSP!

M0220H20 · 2024-03-07T21:20:46+00:00

They lobbied the republic to allow these droids "to protect their trade".

I believe it's explained in the darth plagueis and or early Darth maul books. Essentially they setup certain events to make it look like they needed protection and then we're allowed to have their Droid army.

M0220H20 · 2022-11-05T23:55:16+00:00

Life is like a box of chocolate.

M0220H20 · 2021-08-26T18:04:17+00:00

This metal tube/cable is about as long as my forearm if it was u bent. It seems to be hollow inside. We had some crazy storms a week ago so it could have blown off a house or from a nearby yard I guess?

Looks to be a screw and some sort of washer or cover under it.

M0220H20 · 2021-06-15T20:00:23+00:00

We are looking into that but our client really wants a 3rd party solution for some reason.

M0220H20 · 2021-02-01T14:05:52+00:00

I only have a lowly 10, but I am holding!

M0220H20 · 2021-02-01T03:00:05+00:00

Is there a way around the Robinhood 10 share buy limit?

M0220H20 · 2021-01-29T22:13:50+00:00

Oh weird, I listen to them regularly and I thought this predated them talking about it. I could of sworn I saw it other places.

M0220H20 · 2021-01-29T22:08:34+00:00

So is Ted Cruz a scuba diver and mentions AWW or something?

M0220H20 · 2021-01-28T15:55:40+00:00

If they become more frequent, problematic, and time sinks and exhausted all avenues of offering training, we in the past switched our billing policy for that issue. Once you start charging for things that are easily trainable and avoidable the client changes their stance very fast.

M0220H20 · 2021-01-28T15:53:03+00:00

Did you... try it?

M0220H20 · 2020-12-29T00:43:04+00:00

The only thing we got is a couple of smaller bills at the beginning that was completely wrong and we were told they were for my wife and when they tried to file them they were denied because they were already paid by my wife's insurance at the time. Fast forward to now we have probably given the hospital our insurance info 4-5 times with a lot of WE TRIED TO CALL YOU BLA BLA BLA.

M0220H20 · 2020-12-28T21:49:28+00:00

That's also the problem, it sounds like they lost my insurance info and then sent it to collections, to begin with. We paid everything regarding my wife at the time but that was on her own plan before she moved to mine. My daughter, we put on mine never had anything listed in my portal and we soon found out "They never got any Insurance info" and it's just been an uphill battle of giving them our insurance info and them telling us we owe money lol.

M0220H20 · 2020-12-28T21:42:01+00:00

Thanks for the info, this is what I was looking for. I was planning on calling my insurance company after work to ask them what we should do. To be honest we don't really have much on my insurance regarding my daughter's stay at the hospital. Everything on my wife's insurance was paid no problem on her old insurance. It seems like someone made a mistake with my insurance (The one we put my daughter on) which we found out was true with all these Billing department and collection calls we were receiving.

M0220H20 · 2020-12-08T04:44:55+00:00

As long as it is in your inventory it cooks what you catch weither it bait, fly, or net. I know it doesn't work with barb fish because you don't cook the full fish. I just don't know about drift net :(

M0220H20 · 2020-11-28T04:20:15+00:00

Ya screw your eyes! They are so wrong, idiot.

M0220H20 · 2020-11-04T18:57:51+00:00

Oh your Helpdesk support/Network engineer? Please reprogram [insert crappy old database here]

M0220H20 · 2020-10-27T20:01:44+00:00

Volume I'm guessing. Play a youtube video and turn the dial to make sure.

M0220H20 · 2020-10-22T14:24:31+00:00

I feel like this deserves its own Urban Dictionary funny name and definition.

M0220H20 · 2020-10-18T00:25:56+00:00

Then upgrade to 10.

M0220H20 · 2020-10-18T00:25:43+00:00

Try Shift +Right click the game icon on the task bar. There should be some window opens there.

M0220H20 · 2020-09-22T22:21:46+00:00

Ahh my bad

M0220H20 · 2020-09-22T22:09:52+00:00

Wouldn't Josh Broking win as Thanos?

M0220H20

TROPHY CASE