How Ticket Specificity Can Improve Engineer Productivity for MSPs

Making Tickets More Detailed Speeds Up Remediation & Stops Profit Drags

Tracking service tickets as granularly as possible enables MSPs to quickly identify problem areas and create microtasks that can be easily managed. Taking several small steps is less daunting than taking a giant leap of faith. Tracking items by ticket type, subtype, and item drastically reduces the size of the haystack and makes it much easier to find the needles that point to greater profitability.

See How This Works with MSPCFO’s Larry Cobrin, CEO and Founder

Play Video

MSPCFO’s PSA Data Checklist

See how to structure your data for the granular deep dive you’ll need to ensure you’re able to quickly and reliably identify trouble tickets that are costing your engineers time and your MSP money.

MSPCFO’s PSA Data Structure Checklist

See the “best practice” for data setup within your PSA to ensure you are able to easily identify profitability opportunities.

MSPCFO’s PSA Data Checklist

See how to structure your data for the granular deep dive you’ll need to ensure you’re able to quickly and reliably identify trouble tickets that are costing your engineers time and your MSP money.

MSPCFO’s PSA Data Structure Checklist

See the “best practice” for data setup within your PSA to ensure you are able to easily identify profitability opportunities.

How Making Tickets “Specific” Ensures Engineers Are More Efficient

If every opened ticket is attributed to a generic source like “workstation” or something similar, you can’t accurately track problem areas. But, if tickets note that the need arises from a “workstation” in a particular “line of business,” and requires a “password reset,” you can easily categorize it and monitor how often the division or problem appears in tickets. Then you’ll know where to focus on retraining or other remediation practices.

Creating service tickets that apply and match engineering time with fixed-fee work rather than simply writing it off achieves similar results in tracking technicians’ efficiency. Itemizing additions generates so many insights compared to entering a lump sum.

Additional Data Optimizations for Huge Improvements

Ticket Concentration Report

In one report, you’ll see the concentration of specific trouble tickets so you can quickly identify the root cause of the issue and resolve it faster and more efficiently. This ensures your engineers are available to work on high-value tasks like new installs rather than remediating

Quantifiable Outcomes for Taking the Time to Improve Ticketing Structure in your PSA

As we mentioned in our former post, MSPs often have their PSA configured differently. Ticket tracking is no exception. In this post, we’ll examine the details needed to identify problem areas quickly and correctly.

Why is this important? Well, it’s simple. Tickets with incorrect or incomplete data could lead your team to perceive an account as a “noisy client” – when in fact they simply have the same issue over and over again.

With ticket information like we’ve described, you will be able to easily and quickly see what is causing the tickets and correct it so your engineers’ time is spent on more profitable work.

You can see how these and over 50 more valuable reports can be used to close profit drains, optimize fixed fee agreements so they are more profitable, and make engineer time billable.

Want to Improve Your Bottom Line?

Schedule Your Personalized Demo

Business Intelligence for MSPs. Delivered.