Syncro's new AI-powered Smart Ticket Management Out Now. 
MSP technology refers to the multitude of tools MSPs use to provide services and run their business. This type of technology is usually cloud-based, designed with efficiency in mind, and fully scalable.
Pricing for MSP technology is often based on the number of client endpoints, which can make software quite expensive as an MSP adds more clients, but the most versatile MSP tech pricing is based on the number of users, not endpoints.
In this post, we’ll talk about some of the top MSP technology for 2024, how MSPs use it, and why it’s important.
Top 9 MSP technology solutions
MSPs may use countless tools, features, and software in their daily work, but the following nine technology solutions are the must-haves for any MSP business.
1. Ticketing system
An IT ticketing system is what MSPs use to manage and prioritize all client tickets. This technology gives MSPs total visibility into the ticket lifecycle — from initial client request to resolution — keeping a log of every action along the way. With this level of granularity, MSPs can evaluate how well they’re managing tickets, see the most commonly recurring ticket requests, and spot clients that have a higher-than-average need for support.
An MSP ticketing system offers a high degree of flexibility and customization. For example, using a simple PowerShell automation script, a technician can define routing rules for incoming tickets, as well as automatic fixes for common issues.
Syncro’s Smart Ticket Management is a new class of AI-powered features that make routing, tracking and completing tickets easier and more efficient. It includes the tools Smart Smart Ticket Search and Guided Ticket Resolution. These tools set new industry standards for managing and resolving tickets, powered by AI that doesn’t try to think for you, but instead focuses on collecting information that helps technicians get to the right resolution without reinventing the wheel.
- Smart Ticket Search is designed to understand the natural language inputs of technicians. This means that instead of relying on exact keyword matches, technicians can input descriptions using plain language, vague terms or even just a hunch about what might be relevant.
- Guided Ticket Resolution starts by using Syncro’s AI algorithm to interpret and intelligently sort tickets into one of 47 (and growing!) different classifications, letting you trigger detailed automations to direct, respond, or manage the ticket exactly how you want.
2. Client portal
A client portal lets authorized client contacts see the status of their tickets, which reduces the number of inquiries MSPs need to respond to. MSPs can also request additional information for a ticket, which a client can then provide through the portal.
3. Patch management tools
Patch management is essential for maintaining the security, functionality, and performance of client software and systems. But, manually managing patches is a time-consuming process. That’s why most MSPs prefer automated patch management tools.
Patch management tools streamline the process of identifying, acquiring, testing, deploying, and installing updates (or patches) for software and systems. These tools fix vulnerabilities, enhance functionality, and improve overall performance — all independently of technicians. However, MSPs can also set rules that require manual approval or installation of specific patches.
4. Remote monitoring and management (RMM) software
RMM software helps MSPs remotely monitor their clients’ IT systems, infrastructure, networks, and endpoints. With this technology, MSPs can respond to issues as they arise, without needing to physically visit the client’s site.
Like a lot of MSP technology, RMM software allows for the automation of routine tasks and custom alerts.
5. Remote access software
Not to be confused with RMM tools, remote access software is technology that MSPs use to access a specific endpoint. So, whereas an RMM tool may monitor entire networks, a remote access solution enables an MSP to take control of an endpoint — a desktop, printer, or mobile phone, for example — to diagnose issues and perform critical functions.
One practical application for this is when a user reports an anomaly, such as a computer rebooting periodically for unknown reasons. A technician can use remote access to thoroughly investigate the problem, as if they were physically using the computer.
6. Data backup and recovery tools
MSPs have an enormous responsibility to protect clients from data loss, and that’s why data backup technology is so important. The best option for this tech is a system with military-grade backup encryption that stores data both in a remote offsite location and in the cloud.
7. Billing software
Billing software might not be the first thing that comes to mind when you think of MSP technology, but it’s critical for running a business.
MSP billing software is most effective when it integrates with ticketing systems and can reconcile tasks with each client’s professional service agreement. It can then automatically generate invoices as needed, process payments, and ensure clients are never overbilled or underbilled for services.
8. Integrations
Even when using an all-in-one MSP technology solution, teams may have legacy software they prefer to keep using. That’s when integrations come into play.
Examples of tools MSPs might want to integrate include Mailchimp, Google Workspace, and Password Vault. Integrations bring all tools and technology into a single platform, which means technicians can access everything they need with a single sign-on.
9. Reporting
Much of the work MSPs do is behind the scenes, and clients may not realize all of the ways MSPs are keeping their business systems safe, online, and operating at peak performance. Reporting tools can help MSPs demonstrate the value of their work and show stakeholders the return on their investment.
What’s in your MSP tech stack?
Do you have the right technology in place to scale your business and continue exceeding client expectations? Take a look at the MSP Tech Stack: 2024 Insights Report to find out what tools MSPs are using to remain competitive and optimize performance.
Enjoy this article? Share it!
