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How to use HDM from N-able Technologies
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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
© 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? [email protected]
• 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.
