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 ...
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 ...
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 ...
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 ...