Our help desk system, developed by Halopsa, is a cloud-based dashboard that effectively tracks client requests and captures alerts generated by our monitoring systems. It assigns a unique ID number to each event, allowing us to easily catalog and perform the following actions:

• Receive inbound requests from clients.
• Maintain a permanent record of all communications with clients.
• Assign responsibility for resolving client requests.
• Request and obtain client permission for purchasing IT-related hardware and software.
• Receive inbound alerts.

Tickets are generated through various channels, including:

• Clients opening a ticket via email.
• Phone calls from users who need immediate help.
• Alerts generated by NinjaRMM are assigned to an agent for them to handle.
• Alerts generated by notifications from other systems such as NAS (network attached storage), Microsoft 365 or programs used by your business.

When a new ticket is created, it is added to an unassigned ticket dashboard. The ticket is then reviewed by our level 1 support team. If it’s a problem they can handle, they will give you a call right away and start troubleshooting the issue. However, if the problem is more complex, the ticket is escalated to our next level of support, which consists of highly skilled technicians and engineers capable of resolving almost any computer-related problem.

In the rare event that we are unable to solve your problem, it is likely an issue with the program provider you are using. In such cases, we will directly contact the provider and leverage our expertise to effectively communicate the problem to their support team.

Rest assured that our system ensures no ticket is left unattended. We are committed to providing you with a speedy resolution to your issue, ensuring that you receive the assistance you need as quickly as possible.