When your helpdesk starts to feel crowded, even the smallest inefficiencies add up. In our last Power Hour session, I sat down with Michael Paranich, Director of Operations at August eTech, as we broke down how managed service providers (MSPs) can bring order and visibility to their ticketing systems through Views, Tags, and Automation.
Whether your team handles hundreds of tickets a day or you’re just looking to clean up workflows, this session offered practical, field-tested ways to make your helpdesk more organized, measurable, and proactive. Below is a recap of the session – let’s dive in!
#1 – Build a Solid Foundation with Ticket Views and Tags
Michael shared how his 20-person MSP team handles 400 to 500 tickets daily—many from automated alerts. His approach centers on clarity; every technician knows exactly where to look first each morning. Here’s how it works:
Focused ticket views
First, each tech begins the day by checking their personalized ticket views, which surface only the tickets relevant to them. These pinned views are organized by categories like Helpdesk, Security Alerts, and Backups, allowing for faster prioritization and reduced “ticket fatigue.”
Smart use of tags
Tags extend this organization further by enabling segmentation and automation. VIP clients, for instance, are automatically tagged to trigger immediate alerts. Tags like “Finance,” “Security,” or “Backups” also route tickets directly to the right queue.
This structure gives managers a clear overview without constant check-ins, keeping communication consistent and teams aligned.
#2 – Track Helpdesk Performance with Ticket View Health Metrics
Once Views and Tags are in place, MSPs can use health metrics to gauge how well the system is performing. Syncro’s dashboards provide at-a-glance insight into open tickets, SLA compliance, and response times, helping teams identify bottlenecks early.
Michael’s team uses a large-screen dashboard visible to the whole helpdesk, updated in real time.
By alternating between new and oldest tickets in their daily reviews, they maintain balance and prevent issues from slipping through the cracks.
For MSPs, these health metrics provide an early-warning system, allowing them to make data-informed improvements before problems escalate.
#3 – Automate for Consistency and Speed
The next layer of efficiency comes from ticket automation. For Michael’s team, automation isn’t about replacing people, it’s about removing repetitive steps so the team can focus on what matters most. He elaborated on three key areas where August eTech leverages automation for maximum efficiency.
Automations for standardization
By automating recurring tasks such as inserting standard public comments, resetting SLAs, or transferring tickets between departments, August eTech ensures every client receives consistent, professional communication.
Automations for accountability
Automation also provides a critical layer of redundancy. For example, VIP tickets trigger direct notifications to Michael, ensuring SLA compliance. Voicemail alerts are also automated, ensuring no customer inquiry goes unacknowledged.
Automations for follow-up
One especially useful workflow is a “waiting for client” sequence:
- Sends follow-ups automatically at 24 and 48 hours
- Closes tickets after seven days of inactivity
This keeps the helpdesk queue lean without requiring manual review.
#4 – Commit to Continuous Improvement Through Routine
A consistent theme throughout the session was “discipline drives efficiency.” Michael emphasized that the daily ticket review process, and sticking to it, is what keeps his team aligned and proactive.
By combining structured views, clear tags, and smart automation, August eTech continuously handles high ticket volumes with confidence, all while maintaining visibility and client satisfaction.
The key takeaway? It’s not about working faster; it’s about working smarter through reliable, repeatable systems.
Key Takeaways for MSPs
1. Start with structure. Design custom views that align with roles and workflows. Give each technician a focused workspace to minimize distractions.
2. Use tags strategically. Tags help you segment clients, route issues, and trigger automated actions. Use them to make your helpdesk more responsive.
3. Standardize communication. Automate comments, alerts, and follow-ups to keep messaging consistent across every ticket.
4. Keep metrics visible. Display real-time dashboards for ticket counts, SLAs, and response times. Shared visibility drives accountability.
5. Build habits. Regular check-ins and consistent workflows prevent chaos and build team confidence.
Why This Matters
For managed service providers, time and visibility are everything. Syncro’s Views, Tags, and Automation tools let MSPs turn their helpdesk into a predictable, data-driven operation. By reducing manual work and improving clarity, teams can scale their support without burning out.
Catch the complete session of The High-Efficiency Helpdesk on Syncro’s Community page, and be sure to check out past Power Hours for more ways to fine-tune your MSP operations.
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