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Podcast: The IT Experts Podcast
Episode: EP148 - The Top 5 Helpdesk Automations that every MSP needs with Bradley Munday from Uptime Solutions and Ian Luckett
Description: Bradley Munday from Uptime Solutions joined us to shed light on the top 5 automations every MSP should be integrating. First and foremost, Escalations. A critical aspect of managing an incident is recognising its journey through the helpdesk. While automating the ticket escalation process is common, Bradley stresses the importance of ensuring your system automatically logs 'who' escalated 'what'. This isn't just about operational efficiency. It's a treasure trove of information that pinpoints individual competencies and highlights areas requiring further training. Up next is Tagging Tickets. With most PSA systems offering ticket...