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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. They give you a few minutes to look up the issue, and triage it to the correct person, so you don’t 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 Helpdesk 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 comprehensive information to start resolving the request.
Tier 2 Tickets™ submits a complete report to your PSA or ticketing system that gives you incredibly comprehensive information to start resolving the request.

HOW TIER 2 TICKETS™ WORKS

End-users trigger the Tier 2 Tickets™ software by pressing a hotkey, physical button, or by 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 then 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, fewer 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.

An intermittent connectivity problem was instantly identified and diagnosed to this reoccurring but unreproducible "cant save word documents" problem.
An intermittent connectivity problem was instantly identified and diagnosed to this reoccurring but unreproducible "cant save word documents" problem.
Oh no! Clark's Email was HACKED! Lets take a closer look...
Oh no! Clark's Email was HACKED! Lets take a closer look...
Sometimes users are less than honest about where they go online and what they have been doing.
Sometimes users are less than honest about where they go online and what they have been doing.
This time Clark is attempting to use his old ticket portal. Who remembers their passwords anymore? As a bonus he let us know about some imminent hardware failures.
This time Clark is attempting to use his old ticket portal. Who remembers their passwords anymore? As a bonus he let us know about some imminent hardware failures.

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 2-factor 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.