Ticket Collaboration Tips and Best Practices

Syncro makes it easy for MSPs to drive collaboration and work together to solve problems efficiently and accurately. Here’s a deep dive into Syncro’s collaboration features and how to use them.

Features for Simpler and More Effective Collaboration

There are a few primary features that Syncro users can take advantage of to power effective ticket collaboration:

Subscribing to a Ticket

While it is important to ensure tickets are properly assigned, sometimes others need to be kept in the loop as well.

Whether there is a senior tech training a junior tech, a second tech’s input is needed, or whatever the case may be, subscribers can be added to tickets. While only one assignee can be attached to a ticket at a time, any number of subscribers can be added.

@Mentions

Technicians can mention others within ticket communications. This feature can be used in two ways:

• @Mentioning a technician can automatically notify them and bring the ticket comment to their attention.
• @Mentioning a customer will automatically include that customer in that specific message. This allows technicians to communicate information, or direct questions directly to a customer other than the one who submitted the ticket.

These features ensure that the right people are notified as needed, keeping notifications clean and focused, streamlining processes, and making customer communications more effective.

Collaborative Notification Settings

Notifications can be a great tool for efficiency, but if they aren’t tailored to individual needs they can get overwhelming or be flat out ignored. Settings in the Notification Center now allow for admins to control a variety of granular notifications for ticket assignees and subscribers. This ensures that any update to the ticket is promptly communicated to all relevant parties.

Best Practices for Syncro Ticket Collaboration

Here are a few tips to start using Syncro’s collaboration features like a pro.

1. Utilize @Mentions Effectively:

• When needing assistance from another technician, use @mention in a private ticket comment to quickly get their attention.
• For engaging a customer contact not originally attached to the ticket, @mention them to send an email and prompt a response to an open question. This can be useful if a department head or HR approval is needed, or other customer inputs are needed to clear the ticket.

2. Optimize Notification Settings:

• Configure notifications so that technicians are updated about the ticket changes that are important to your organization.
• This keeps everyone informed and ensures that the ticket moves towards resolution without unnecessary delays.

3. Onboarding and Training:

• Use the subscription feature for new technicians to follow senior technicians’ tickets. This is an excellent way for them to learn by observing ticket handling and problem-solving.
• Reverse the roles as the new technicians become more adept, allowing the senior technician to monitor their progress and provide guidance as needed.

4. Manage Multiple Technician Involvements:

• For tickets that require input from multiple technicians, assign the lead role to one and have others subscribe to the ticket. This helps in maintaining a clear line of leadership while ensuring collaborative effort.

Targeting Effective Collaboration

These enhancements are not limited to larger teams or complex scenarios. They are designed to be flexible enough to benefit MSPs of all sizes, aiding in the efficient resolution of tickets by fostering better communication and reducing response times.

If you have any questions about using Syncro Ticket Collaboration, click here to learn more.

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