Synetek Solutions has been using ConnectWise PSA as our ticketing system for close to 6 years now. The server hosting this application was recently upgraded to a very powerful server hosted in our state of the art datacenter in northern New Jersey. This new server has the resources and redundancy to handle up to 100 Synetek employees and the redundancy in place for 99.9 percent uptime.
Along with the upgrade of the hardware, we have also upgraded our software to ConnectWise’s latest version, among the new features included with these latest version include:
Re-engineering of Email Connector (used to convert emails sent to support onto a service ticket). With this enhancement tickets are created within seconds of arriving to the support mailbox as opposed to every 10 minutes, which allows us trim down response time. While 10 minutes does not seem like a lot, when you multiply 10 minutes times 1500 tickets we open and resolve a month, this puts us 250 hours ahead of the game on a monthly basis.
Among others like, inline spell check for time entry and tickets, synchronization of paid invoices from our financial software, paid stamp on paid invoices, new reports, etc. but one of the areas that clients are excited about the most, is our client portal.
If you have not used our client portal, we highly encourage you to request access through the helpdesk to the portal.
The client portal allows an end-user access to go directly into our ticketing system and see the status of their service tickets, including all time entries, which of our technicians is assigned to the ticket, as well as allowing you to provide or request an update, when is someone scheduled to work on your ticket, etc.
In addition to looking at service tickets for himself/herself and with approval from the client’s main point of contact (POC), managers can gain access to looking at open service tickets for the entire company, review and approve quotes provided by synetek, review and reprint invoices as well as verify which invoices are paid or unpaid, look at projects, and review the different project phases and tasks and look at project budget versus actual reports, finally managers can run a variety of Executive Reports that include the health of the network as well as look at trending reports.
If you are not already using the client portal to stay updated on the progress of your service tickets, we highly encourage you to do so, as your IT department we want to keep you informed and make the process of obtaining support from us as efficient and easy as possible.