How to Determine If a Customer is a Help Desk Customer

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

  1. In Autotask: Account> User Defined Fields section>Help Desk Support Type. If this is set to either Mission Control or Help Desk Handled Internally by NYGG, the customer is on help desk.


Notes
Please note that it doesn't matter which of these two options is set. They are both identical for practical purposes. This is a legacy distinction that we haven't gotten around to changing yet. All help desk customers can be sent to Mission Control if necessary. 


Alert

If the information in IT Glue is not correct, please correct it. 



    • 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 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 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 ...

    • 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 ...

    • 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 ...