Carol Customer reports an issue
Carol has a problem with her computer; so, she texts SuperStar MSP’s Tixt number.
How it works
Donny Dispatcher assigns a tech
SuperStar MSP receives the ticket in Manage. Donny Dispatcher opens it, realizes it’s urgent, and assigns it to Tina Tech.
Tina is visiting another client near Carol’s office.
Since Tina’s away from her computer, Donny also CCs her cell number on the ticket so she will get text message updates for new messages on the ticket.
Carol Customer sends a photo
In the meantime, Carol Customer has received a ticket creation notice from the system and sends along a photo of her screen to help troubleshoot the problem.
MMS Images into Manage
Carol Customer’s image shows up as an attachment in Manage.
Donny responds from Manage
While waiting for Tina Tech to respond, Donny Dispatcher also does his best to triage the ticket. He adds notes to the ticket discussion in Manage which get sent both to Tina Tech and Carol Customer.
Tina Tech gets the message
Tina Tech immediately recognizes the problem as a familiar one and responds from her phone. Carol Customer can expect her problem to be resolved in short order.
Carol Customer's problem is solved
The fix Tina Tech pushed out from her RMM worked!
Tina Tech closes the ticket
Tina Tech then opens her computer, fixes the problem from her RMM, and then logs the task in Manage.
She enters the final note on the ticket, clicks “discussion” so it will be sent to Carol Customer, and marks the ticket to be closed.
In one fell swoop, Tina has updated the customer, closed the ticket, and entered her time so she can get on to her next task quickly.
Our work here is done!
Carol Customer receives Tina Tech’s final update, as well as a ticket closed notification.
The staff at SuperStar MSP has saved the day yet again!
Success stories
We have been using Tixt now since August of 2019. Considering we are all service based companies the standards being set by other service based companies are to use SMS for augmenting your service delivery. Tixt is doing that for us superbly and I found their setups was one of the first third-party integration to Connectwise that works on the first attempt. Refreshing to work with software that works the first time and does exactly what it says it is going to do. Nice job Gozynta!
Been using Tixt for several months now and it has been a game changer with client communication. I can recommend this more for anyone that has clients that respond better to text than emails or phone calls. We have had several client almost start using this exclusively to open tickets and communicate with us on open tickets. Techs in the field are able to respond quickly to clients that have started to use this feature.
A breeze to configure and it already works the way we want it to. Customers will love this and we're excited to see how Tixt grows.
I have been using Tixt since it was first in beta. It is a valuable product to allow customers to text your help desk and with the addition of two-way texting and bulk texts, this is both a service and marketing machine.