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
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Mission Control Help Desk Ticket Escalation
What is a Ticket Escalation? An escalation happens when Mission Control can’t fully resolve a user's issue and needs to pass it to GGIT deeper investigation or higher-level support. It simply means the problem needs more specialized attention to get ...How to Determine If a Customer is a Help Desk Customer
Primary Method The info on whether customer is on a Help Desk plan is in IT Glue in the organization’s “Site Summary” asset. Secondary Methods In Autotask: Account> User Defined Fields section>Help Desk Support Type. If this is set to Yes - ...Mission Control Billing
Technical work has a .5 hour minimum per ticket. (This is how they bill us. It's not customer-facing.) 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 ...About Mission Control
We partner with Mission Control to handle part of our Help Desk support. They are a Canada-based company that serves as an extension of our team, providing front-line assistance to end users for common technical issues such as password resets, email ...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 ...