Assistance
Helpdesk - MSP
Helpdesk categories for managed service providers
lynx_helpdesk_msp
· v19.0.1.0.0
· Standard
Ce que cela résout
Helpdesk - MSP
Helpdesk categories and industry types for managed service providers running multi-tenant fleets - endpoint support, patching, backup/DR, customer onboarding, after-hours incident response - so MSP queues report cleanly across customer accounts.
MSPs run multiple customers' tickets on a single helpdesk and the categorisation stack must reflect MSP operations, not generic IT support. Customer onboarding is its own queue; patching and AV updates roll up across the fleet; out-of-hours incident response has different SLAs than business hours. This pack seeds the matching categories and industry type so the reports a customer sees match what a customer asked for.
Key Features
Endpoint support - workstation and server tickets aggregated across customers.
Patching and AV - fleet-wide patch deployments and AV signature updates as ticket categories.
Backup and DR - separate queue for backup-failure and DR-test tickets.
Customer onboarding/offboarding - distinct categories driving structured workflows.
Out-of-hours incident response - after-hours-flagged tickets route to the standby team with different SLAs.
Industry type - MSP industry type drives dashboards and customer-account filtering.
Integrates With
lynx_helpdesk - categories and industry types land in the standard helpdesk catalogue.
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