Documentation for Mission Control
It's important to provide extremely detailed documentation to MC. This is provided in IT Glue.
Mission Control can see our Autotask KB articles, so it's fine to refer to a KB article (provide link and article ID) in IT Glue if appropriate.
For Help Desk time entries to bridge over to us, the ticket work type must be non-billable support. Don't change it.
For general support and concerns, contact Partner Success: success@missioncontrolnoc.com
Related Articles
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 Determine If a Customer is a Help Desk Customer
Best Way The info on whether customer is on a Help Desk plan is in IT Glue in the organization’s “Site Summary” asset. Second way In Autotask: Account> User Defined Fields section>Help Desk Support Type. If this is set to either Mission Control or ...Mission Control Billing
Technical work has a .5 hour minimum per ticket. Other work (contacting use, dispatch fee) is in addition and does not have a minimum. Technical time entries are rounded up to the nearest .25 hour. For billing issues, contact Orjeta: Mission Control ...Creating a Ticket For Mission Control
Help Desk Requests sent by email during business hours come to the internal team. Help Desk Requests sent by email outside of business hours go to Mission Control. If the internal team is over-extended during business hours, help desk issues can and ...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 ...