Tier2Tickets and Syncro / Repairshopr

Tier2 Tickets on average will save you anywhere between 10 – 15 minutes on every ticket you receive through Syncro / RepairShopr. We achieve that by automating all of your tier 1 diagnostics the moment your customer submits a ticket. If increased customer satisfaction and decreasing your time on tickets is your MSP’s goal then sign up for 25 free licenses to try us out.

When a user submits a ticket, we collect and compile all of the diagnostics your technician would normally do. The data, your technician now has at their disposal, is data that was collected at the time the ticket was submitted.  If your technician got to the ticket an hour later they would know exactly what was going on when the ticket was submitted. Solve the ticket immediately and reduce ” call me back when you have that problem again “.

Over 70 data points collected

Relying on customers to reproduce or describe the issues they encounter can often lead to misunderstandings and ineffective troubleshooting, as it is difficult to truly see what the customer is experiencing. To address this, we have implemented a highly effective tool we call the “Time Machine.” This system continuously monitors key user actions—such as pressing Enter, Escape, or mouse clicks—while automatically capturing screenshots at each of these events. The last 20 actions are stored in memory, and once a user submits a support ticket, these actions and corresponding screenshots are appended to the report. This approach provides support staff with clear visibility into the sequence of steps the user took prior to and during ticket submission, significantly enhancing our ability to diagnose and resolve issues efficiently. Note: We also have options to disable screenshot use

Syncro / RepairShopr is one of our premier integrations! You’ll be able to take advantage of the following Tier2Tickets features:

• Webhooks / Toast Notifications
• Tier2Assists
• Dispatcher Rules
• Matching Assets
• Reports on EVERY ticket