#Trackingtime and slack software

Both for the sake of the tech as well as the end-user client that is being supported. So if there is a discussion to be had, it’s that the PSA vendors need to completely re-think and potentially rebuild their platforms from the ground up to make them easier and faster to interface with. They are clunky, dated, and create a high level of friction to enter and find the data the techs are looking for. Many of the ticketing systems in the channel are far from modern. I can certainly appreciate why this is desirable. You could argue they’ve even advanced past the client portal system and are simply embedded in the workflow of the end-users. There is growing attention to companies that service their clients through Slack and other non-traditional ticket-based helpdesk models. These are the things that tell you it’s working or not. In the same way, an MSP should be obsessing over metrics that tell them how their service is being consumed. SaaS providers obsess over CAGR, CAC, Churn, Engagement, and all kinds of deep metrics about how their customers interact with their products. This means as much data as you can have about it the better. Of course, you have a support department for your software, but the relative cost of that group compared to the other parts of the company, like development, would be much smaller. You don’t sell support as a SaaS provider so your basis of cost modeling is departmental. I agree that running a SaaS helpdesk like the vendors in the support channel feels simpler.

#Trackingtime and slack software

The comparison to the software as a service (SaaS) model of support I think is tempting for technology companies to replicate, but there are some substantial differences to why an IT support model is different from the product support model. We were exploring how much of a cultural impact entering time has on the team and how most software support groups were using simple ticket metrics to measure effectiveness rather than tracking time spent on tickets specifically. He was exploring the idea of not tracking time on tickets at all. I recently had a conversation with a friend in the MSP channel.