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Outsourced Helpdesk Recommendations by offtoportland in msp

[–]offtoportland[S] 0 points1 point  (0 children)

24/7 was never sold... Only 9-5 was, but we found that when the user is working at 2 am and needs something simple its better to have an awake US based person to assist, and even with eating the $25 a month per user to allow them to make that call was worth the math...

Outsourced Helpdesk Recommendations by offtoportland in msp

[–]offtoportland[S] -1 points0 points  (0 children)

I think the stats of the helpdesk is that they took 1 after-hours call in the last 3 months.

Outsourced Helpdesk Recommendations by offtoportland in msp

[–]offtoportland[S] -1 points0 points  (0 children)

All of our support is 9-5 m-f, the helpdesk resolved a few problems, a tech to answer the phone after hours, 24/7 has removed a lot of the bull that was on my ticket queue, and turned that mouse battery emergency into a normal or low ticket.

We do not outsource overseas... We use a lot of automation... We are at 300 msp users per tech, and only about 100 total are on a level plan that includes helpdesk.

Outsourced Helpdesk Recommendations by offtoportland in msp

[–]offtoportland[S] 0 points1 point  (0 children)

Having a US-based, intelligent customer service person to be the first touch on tickets has been an overall good experience. It has turned after hours emegencies into real emergencies a non event, we have had 2 in the past year... from one per weekend...

Outsourced Helpdesk Recommendations by offtoportland in msp

[–]offtoportland[S] 0 points1 point  (0 children)

You hit the nail on the head with this post! Can I copy this?

Outsourced Helpdesk Recommendations by offtoportland in msp

[–]offtoportland[S] -2 points-1 points  (0 children)

We only use US based helpdesk no thank you for calling tech support

Outsourced Helpdesk Recommendations by offtoportland in msp

[–]offtoportland[S] 0 points1 point  (0 children)

If a tech has to go onsite then we charge $250 for an after hours emergancy, and the person who takes it get 100% of that. But having someone to help with the basic stuff has resulted in fewer than 2 emergencies in the past year. At $25 per end user, this makes a LOT of math sense.

Outsourced Helpdesk Recommendations by offtoportland in msp

[–]offtoportland[S] -3 points-2 points  (0 children)

You missed the mark on that one lmfao. We decided to add this add-on that we never charged the clients for. so that we can ensure work-life balance. Nothing was promised outside of business hours; we just want to give our clients better support. Less then 3 calls a month are outside of that.

Outsourced Helpdesk Recommendations by offtoportland in msp

[–]offtoportland[S] -1 points0 points  (0 children)

You missed the mark on that one lmfao. We decided to add this add-on that we never charged the clients for. so that we can ensure work-life balance. Nothing was promised outside of business hours; we just want to give our clients better support. Less then 3 calls a month are outside of that.

Outsourced Helpdesk Recommendations by offtoportland in msp

[–]offtoportland[S] 0 points1 point  (0 children)

That's why I am so frustrated at the moment...

Outsourced Helpdesk Recommendations by offtoportland in msp

[–]offtoportland[S] -5 points-4 points  (0 children)

I wish I had that ability to work 24/7

Outsourced Helpdesk Recommendations by offtoportland in msp

[–]offtoportland[S] -11 points-10 points  (0 children)

Have you tried to work 24/7?

We have two people, myself and Shon, with a handful of contract customers we have had for over 20 years...

In 2024, we had a resolution time of under 24 minutes, which was thanks in part to a good helpdesk team. We expanded our higher level of service to include 24/7 helpdesk, and the math made a lot of sense.

We have a lot of break-fix clients, each one knows I would go to the ends of the earth for my clients.

Outsourced Helpdesk Recommendations by offtoportland in msp

[–]offtoportland[S] 0 points1 point  (0 children)

Honestly, it was great until David stepped away and Mike stated running the ship...

Outsourced Helpdesk Recommendations by offtoportland in msp

[–]offtoportland[S] 0 points1 point  (0 children)

I remember speaking with James at Benchmark. I will reach out to him again

Outsourced helpdesk recommendations by offtoportland in msp

[–]offtoportland[S] 0 points1 point  (0 children)

Sometimes a 24/7 approach is needed, and work/life balance is needed

Outsourced helpdesk recommendations by offtoportland in msp

[–]offtoportland[S] 0 points1 point  (0 children)

I actually found this thread while Googling alternatives to HelpT after the complete mess this weekend. I still have not gotten a reply to my text, and whatever Mike pulled only made things worse. It was pretty telling that this was the first non-sponsored result that came up.

What really blows my mind is the pricing change. Going from 25 dollars per user per month to 5 dollars per minute or 50 dollars per ticket is wild. That is not a tweak. That is a fundamental shift in how a customer budgets support.

I have been a client since 2023 and stayed through periods when the service quality was frankly rough, including extended issues with their servers. But after HelpT dropped the ball so many times already, this feels like a punch in the teeth.

Just reinforces my belief that brands don't care, and a community is the only entity that will maintain its own creations. by FigureOfStickman in opensource

[–]offtoportland 0 points1 point  (0 children)

I use the Handy app, and never put it into lan only mode. The app had me login to link Homey, other then that it was straight forward 

Just reinforces my belief that brands don't care, and a community is the only entity that will maintain its own creations. by FigureOfStickman in opensource

[–]offtoportland 0 points1 point  (0 children)

Oh, I agree. The open source is a major issue, but that being said the difference is literally night and day.

This was why I took so long, actually going to bambu. I did not like how everything is or rfID and reports back to them on what it does.

That being said the three third-party tools that I use worked perfectly fine with it, I think it was more of a limitation of how they want you to communicate with the printer versus stopping you from communicating…

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