8 Essential Helpdesk Tools Every MSP Needs

It Takes Proactive Planning, Commitment, And The Right Set Of Tools

Great customer service doesn’t just happen. It’s the result of hard work, constant attention and, in the MSP business, having the right tools. Whether you use open source or paid helpdesk software, the following eight tools are must-haves for delivering top-of-the-line customer service. Some are especially beneficial for you customers, while others bring a big advantage to IT service teams:

Tools for customers:

• Systray request system
• Web support requests
• Chat

Tools for IT service:

• Ticketing
• Remote control
• Remote support
• Recording
• Reporting/dashboard