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Tier 2 Tickets

People are lazy,
stop fighting it.

Get perfect tickets
every time.

Imagine a perfect end-user. 

They never text or call your cell, they don’t grab you in the hallway, they always submit a ticket…and not just any ticket.

The perfect ticket. 

They document exactly how they produced the issue, with screenshots of every step; They give you a real time list of processes and network diagnostics at the moment the issue occurred. They perform dozens of hardware troubleshooting and software diagnostic tests and they flag potential issues out of the gate.  Their technical vocabulary is perfect. They don’t confuse the hard drive with the memory. 

They give you a few minutes to look up the issue, triage it to the correct person, not go in blind.

Next, imagine all of your users are that perfect end-user, and all of your tickets are the perfect ticket. 

You get a half-hour head start on every issue before even seeing it. You can resolve complicated intermittent issues quickly. You work efficiently and skip grunt work. 

Now, imagine that all starts today, with the literal click of a button.  

You’ve just imagined your life with Tier 2 Tickets.  A system designed to fill in the gaps left by every other platform. 

INTRODUCING TIER 2 TICKETS

FINALLY, A GOOD FRONT END FOR YOUR TICKETING SYSTEM

  • Automates end users with no training required
  • A powerful sales tool end users love
  • Gives your technicians a 30-minute head start on every ticket.
  • Triggered via hotkey or a branded USB button
  • End-to-end encryption on all of your and your clients' data
  • Enhances your bottom line through improved client and employee satisfaction
  • Can be customized with your own branding and scripts
  • Supplement your remote desktop solution with Apache Guacamole integration.
  • Integrates with most major ticketing systems.
Place a sticker on your end user's device demarcating the key that triggers Tier 2 Tickets software.
Place a sticker on your end user's device demarcating the key that triggers Tier 2 Tickets software.
Get custom branded Helpdesk Buttons to trigger the software installation and ticket submission. (Clients love these and they keep your brand on their desks)
Get custom branded Helpdesk Buttons to trigger the software installation and ticket submission. (Clients love these and they keep your brand on their desks)
The Helpdesk Button can also come in the form of a USB hub, which allows users to connect other devices in addition to contacting your team with any issues they have.
The Helpdesk Button can also come in the form of a USB hub, which allows users to connect other devices in addition to contacting your team with any issues they have.
Tier 2 Tickets submits a complete report to your PSA or ticketing system that gives you incredibly good information to start resolving the request.
Tier 2 Tickets submits a complete report to your PSA or ticketing system that gives you incredibly good information to start resolving the request.

HOW TIER 2 TICKETS WORKS

End-users trigger the Tier2tickets software by pressing a hotkey, physical button or double clicking the icon.  This starts a host of REAL TIME data collection scripts and screenshots from the last 20 actions they took BEFORE they hit the button. While this is happening a small form appears asking users to describe their issue.  They put in their name and the issue they are having and hit submit.  No passwords to remember, or accounts to set up. They submit a perfect ticket, quickly and painlessly directly into your ticketing system.  You get a 30-minute head-start, perfect documentation, less communication issues, less time chasing down end users, and the ability to start a ticket without guess-work.  Your clients love it, it sets you apart from any other MSP and it saves you operational costs at the same time.  Don’t believe us? Try our calculator.

EXAMPLE TIER 2 TICKETS

Click the corresponding image to view a live ticket with annotated video and diagnostic summary.

Sometimes end-users don't tell the truth.  Watch the slideshow in this ticket to see what "I was just working in Microsoft Word, and suddenly I'm getting weird upside down sloths for no reason." really means.
Sometimes end-users don't tell the truth. Watch the slideshow in this ticket to see what "I was just working in Microsoft Word, and suddenly I'm getting weird upside down sloths for no reason." really means.
An intermittent connectivity problem was instantly identified and diagnosed to this reoccurring but un-reproducible "word doesn't work sometimes" problem
An intermittent connectivity problem was instantly identified and diagnosed to this reoccurring but un-reproducible "word doesn't work sometimes" problem
Here you can see that that despite the unhelpful end-user ticket explanation "this computer still won't work for me", we can instantly tell what the problem is by watching what they were doing leading up to the event.
Here you can see that that despite the unhelpful end-user ticket explanation "this computer still won't work for me", we can instantly tell what the problem is by watching what they were doing leading up to the event.
Here is an end-user struggling to log into their normal ticket portal. Eventually, they remembered the button on their desk and pressed it. As you can see, they were not putting in the ticket about their own computer, but it’s a good thing they did, because nobody had noticed that her computer is unable to contact the secondary domain controller due to a routing issue.
Here is an end-user struggling to log into their normal ticket portal. Eventually, they remembered the button on their desk and pressed it. As you can see, they were not putting in the ticket about their own computer, but it’s a good thing they did, because nobody had noticed that her computer is unable to contact the secondary domain controller due to a routing issue.

A powerful sales tool to differentiate you from your competition.

Clients know they need I.T.  Beyond that they don’t know exactly what you do. The Helpdesk Button connects with management and lay people in a way that nothing else does.  Clients really respond to it.  It will set you apart from your competitors in a real tangible way that connects.

More about Tier 2 Tickets for Clients >

Improve your response time with a powerful tool for dispatch and triage.

Impress your clients with faster turn-around time and coming soon, a heatmap so you can see when the software is triggered, even before the user finishes submitting a ticket.

More about Tier 2 Tickets for Clients >

Empower technicians with tools that make them look even smarter than they are.

Give your techs the ability to see what really happened. From real-time diagnostics reports flagged with common helpdesk issues to an annotated video of the user’s last 20 actions, our software gives your techs the confidence of knowing exactly what they’re walking into before they even pick up the phone.

More about Tier 2 Tickets for Techs >

Rest easy knowing it’s built with Security and Compliance in mind.

Tier 2 Tickets software is encrypted end-to-end, with SMS authentication, self-hosting, auditing and reporting functionality available.

Learn more about Tier 2 Tickets and Security >

Implement with an impressive USB button or map to a hotkey, whichever suits your clients best.

End users love our Tier 2 Tickets Helpdesk Button, which can be installed by plugging it in and holding it down with a long press. It’s great for sales to new clients or for replacing swag you buy for your retainer clients. Same great software, accessible to your end users with zero training.

Learn more about Helpdesk Buttons >

Instant Notifications | Real Time Data | No Training | Completely Customizable

You’re gonna love it.

We’ve built Tier 2 Tickets through from initial request to resolution, not just because we wanted to make something cool, but because we’ve been where you are. 

Learn more about us, about how this is useful for clients, techs, and management, or just register today.

Are you ready to modernize the way you run your Helpdesk?

Learn more about Tier 2 Tickets and how it can help you save time and money while keeping your clients happy.