How to use the MC Helpdesk for "non-onboarded" help desk (draft)

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


  1. In order for MC to work on a desktop, it must be in our RMM portal. (They use our remote access tools, as well as our ScreenConnect for non "onboarded" devices.) 
  1. In order for MC's Autotask bridge to work properly, they must be the only resource on the ticket. 
  2. In order for them to be alerted to the ticket's existence, it must have a status of either NEW or RETURNED TO MC. 




The help desk will accept support requests 24/7 for "non-onboarded" (hourly) users. However, we will only be officially providing support during the contractually obligated times. Outside of these hours, calls will not forward to the help desk. Right now tickets for non-onboarded HD customers will go to the MC HD at all times and they will work on them. But we may add some WF rules to prevent that. 


If a customer calls and you want to forward to the help desk, forward to their DID which is this number: 551-212-0048. 


Do NOT give this number to the customer. Give the customer our number: (347) 308-6455. This number forwards to our custom DiD at MC. 



    • 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 ...

    • Communicating with the MC Help Desk Team

      If you need for MC to quickly handle an issue, do not email success@missioncontrolnoc.com .   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 ...

    • 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 ...

    • Special Procedures - On-Site Visits for Non-Managed Customers

      Please do not perform work that was not assigned in the ticket. If the customer asks for other work to be performed, you must get approval from a senior staff member first. Before Work Begins 1. BACKUP SYSTEM IN PLACE? If the client does not have a ...

    • 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 ...