Impossibly Easy

At the click of our physical, brandable USB button (or customizable hotkey or desktop icon!), your end user is guided through a friendly and easy method of submitting a ticket to your ticketing system. No more requiring end users to navigate endless labyrinths of technical choices just to give up and call your support line instead. Submitting a ticket is now the easiest way for clients to get help while also providing technicians with real-time information on how to resolve the request. Learn more about how your clients will enjoy submitting tickets with little-to-no training:

  • No Passwords Required. Easy Ticket Submission to PSA of your choice
  • Submit tickets when device is offline via smartphone, complete with 10 network tests to identify the problem before you can even remote in
  • Automates tasks commonly requested to aid technicians without requiring end-user action
  • Launchable via hotkey, desktop icon, or brandable hardware that end users connect with and enjoy, the Helpdesk Button

Deceptively Powerful

Behind Tier2Tickets and Helpdesk ButtonsTM’ elegantly simple concept lies a powerful set of diagnostic tools that provide you with unprecedented context and visibility into your users’ requests, immediately upon ticket submission. No more chasing end users to clarify what “it’s slow” means, or to grab a screenshot of the error message. Our self-diagnosing report has everything your Tier 1 Technicians currently expend precious time tracking down. Plus, with Helpdesk Buttons, your technicians will have a chance to review and research the reported problem before contacting your clients. Technicians can spend their time doing their technical work with confidence and clarity: your clients will think they’re unshakable tech gurus.  Learn about our most powerful features:

  • Ticket Dashboard with Alerts on software trigger and ticket submission
  • Self-diagnosing reports pre-flagged with device troublespots and linked to valuable resources to help resolve problems with efficiency and speed
  • Time-lapsed video of user’s last 20 actions before experiencing their problem
  • User Trust Factor to help validate your end-users without requiring a password.
  • BETA! TechConnect Remote Access and Remote Terminal Tools. Lightning Fast, built on Apache Guacamole and useful as backups to tools you already have in place.

Endlessly Customizable

Customize Helpdesk ButtonsTM to fit your stack, workflow, and pre-exisiting tool integrations with our powerful and flexible automations, built on Python and visualized for easy editing through Google’s Blockly. Learn more about how you can customize

  • API Integrations with 12+ PSAs, including ConnectWise, Syncro/RepairShoppr, Autotask, Zendesk, and ServiceNow.
  • Use the Portal and Customer Management tools of your choice. We integrate seamlessly with your custom portal through your PSA or a third-party option like DeskDirector.
  • Dispatcher Rules allow you to triage tickets before they enter your PSA based on user information, message or selections. 
  • Tier2Assist gives your users useful actions, forms, or links based on specific phrases in their requests or the results of a third-party API after their tickets have been submitted.  
  • Tier2Forms’ Google Forms integration allows you link custom forms to your Helpdesk Buttons account, appending form data to pre-existing tickets or creating new ones upon submission.
  • Tier2Scripts enable you to modify behavior of our software and reports, launching scripts you define upon trigger or installation of our software.