Communicating with the MC Help Desk Team
If it's ticket-related and urgent that he techs see the message right away, or you would like a status update on a ticket, you can reach the dispatch team by sending your email to:
ticketstatus@missioncontrolnoc.com. The dispatch team monitors this email 24 hours a day.
To speak to the tech team, directly, you can call the DID that has been provisioned for us: 888-241-5783 directly. Dispatch team will transfer you directly to the tech. (Have ticket # available.)
If you would like to provide some information to our technical team, or ask them a direct question, you can send your email to:
support@missioncontrolnoc.com. This email, like the one previous, is monitored 24 hours a day.
Lift Off: Bulletins
Bulletins are a tool that allow you to notify MC of ongoing issues that may be useful to know, such as maintenance windows, ISP outages, etc. The bulletin will be displayed to the help desk team when creating tickets and when working tickets. Once your situation is resolved, simply clear the Bulletin to put messages and directives back to normal.
Related Articles
How to Onboard New Mission Control Help Desk Customer
General Information 1. Mission Control uses our ScreenConnect portal and RMM portal for remote access. (They also have a Splashtop login for customers that are using Splashtop.) For backup, they have their own ScreenConnect instance. However, their ...
Mission Control Help Desk Ticket Escalation
Accepting a ticket that has been escalated from Mission Control Notifications on ticket escalations will show up in your Slackbot channel. If the ticket is still available, it will not have a primary resource attached. If the ticket was escalated ...
How to Communicate with Mission Control Regarding Tickets (Send, Assign or Inquire About Mission Control Work)
Introduction Generally we handle help desk tickets internally. However, when we are overloaded, tickets should be "sent" to Mission Control, our help desk vendor. Using the correct ticket template, it only takes a minute to edit the ticket so it will ...
Customer is Demanding on End User support but is not a help desk customer
I scheduled your appointment for today as a courtesy; however, I'd like to remind you that this accommodation is an exception. Generally, we can’t accommodate end user support on such short notice. Your current RMM agreement does not guarantee a ...
How to use the MC Helpdesk for "non-onboarded" help desk (draft)
The Help Desk will work with customers who are not on a per-device payment model. They will do this on as hourly basis, billing in 15 minute increments. Requirements In order for MC to work on a desktop, it must be in our RMM portal. (They use our ...