Master class #2 streamlining hdm v6

Master Class #2

Streamlining Help Desk Manager

© 2014 N-able Technologies, Inc. All rights reserved.

Presented by

Ali MahmoudProduct Marketing

@alimahmoud_

Karen RecoskieProduct Manager

© 2014 N-able Technologies, Inc. All rights reserved.

Webinar FAQ

• 20min presentation + 10min Q&A

• A copy of webinar will be emailed

and posted online

Phone: 1-888-200-4200

Access Code: 14152951International numbers: http://bit.ly/1nJBKQw

Ask questions at any time

© 2014 N-able Technologies, Inc. All rights reserved.

The Master Class Refresher• 30 minutes of technical content & Q&A (1-3 topics).• Practical how to info that you can start using today.• Demo focused. • Each month will revolve around a theme.• Request topics! We want to hear from you. Email

ttrottier@n-able.com.

© 2014 N-able Technologies, Inc. All rights reserved.

Master Class #2

Ticket Routing & Email Notifications

© 2014 N-able Technologies, Inc. All rights reserved.

8 MINUTES92% Of service tickets answered within

12

6

39

IT Easy – N-Able Customer

© 2014 N-able Technologies, Inc. All rights reserved.

What is Ticket Routing?

© 2014 N-able Technologies, Inc. All rights reserved.

Getting each ticket

© 2014 N-able Technologies, Inc. All rights reserved.

Supervisor

Getting each ticket

To the right person

Support Desk

Technician© 2014 N-able Technologies, Inc. All rights reserved.

DEMO: Ticket Routing

© 2014 N-able Technologies, Inc. All rights reserved.

How do I customize email alerts?

© 2014 N-able Technologies, Inc. All rights reserved.

Alert Multiple Technicians Alert Specific Technician Notify Customer of Progress

Customizing email notifications allows you to…

John Amy

© 2014 N-able Technologies, Inc. All rights reserved.

DEMO: Configuring Email Notifications

© 2014 N-able Technologies, Inc. All rights reserved.

RecapRouting based on…

• Priority

• Specific Customer

• Type of Problem

Email notifications to…

• Multiple Technicians

• Specific Technician

• Notify Customer of Progress

© 2014 N-able Technologies, Inc. All rights reserved.

Questions?

© 2014 N-able Technologies, Inc. All rights reserved.

Thanks for Attending

• Questions? pds@n-able.com

• Sign up for a free trial at N-able.com.

• Slides will be available at: www.slideshare.net/N-ableSlides/

© 2014 N-able Technologies, Inc. All rights reserved.

Legal Information

N-able Technologies, Inc.’s trademarks, service marks, logos and copyrights are the exclusive property of N-able Technologies, Inc. and its affiliates. For a complete list of N-able’s trademarks, service marks, and logos, please visit http://www.n-able.com/trademarks.aspx. All other trademarks or works mentioned herein are used for identification purposes only and may be or are intellectual property of their respective companies. N-able Technologies and SolarWinds Worldwide, LLC are not affiliated with any of the respective companies.

© 2014 N-able Technologies, Inc. All rights reserved.