Finding the right tools
When it comes to picking the right tools, the first step is to make sure the integration between the two solutions goes beyond simple ticket creation and alerts. The RMM and PSA tools should talk to each other—when information is added to one solution, it should be available in another. Can you remote into the device right from the ticket? Can you prevent recurring issues from generating multiple tickets in the system? If the integration isn’t done right, it can lead to more issues and longer time to resolution.
Next, no two MSP businesses are the same—they all have different processes, services, customers, and needs. When looking at an integrated RMM and PSA solution, it’s important to make sure your tools give you granular control over how you set those automated workflows in your system. What conditions are you allowed to manipulate in the system? Can you route based on ticket subtype? By customers? What about RMM outages? How can they be classified and routed? Asking those questions ensures the tools you use to automate your processes can be customized to YOUR business, not the other way around.
Finally, MSPs aren’t just paid to keep things from breaking down—they also need to be able to fix problems quickly when they do arise. When looking to adopt integratable RMM and PSA solutions, look for solutions that allow you to stay flexible and reactive. Don’t pick a tool (or tools) with tons of bells and whistles, as they can be a chore to configure, possibly making your team less efficient in the long run. And remember, to make sure your tool is the right fit for you, be sure to take full advantage of your trial.
What’s new with automation workflows?
The integrated SolarWinds® RMM and MSP Manager solution now includes enhanced workflows and rules for RMM generated tickets, emails, portal tickets, and easy ticket requests. Our Workflow Access Groups make it easy to assign the right customers to the appropriate triggers, making it easy and safe to onboard.
Some real-world ways customers can automate their ticketing process with SolarWinds RMM and MSP Manager, include:
- Assign emails from a specific domain to a target queue
- Make tickets from a certain VIP email address high priority
- Set the contact of a ticket based on their email address
- Suppress tickets for specific checks
- Assign to a specific technician iff an email contains a specific subject or text in the body,
- Create a ticket, assign a queue, and set specific customer contact based on RMM outage subject
Ashley Bono is senior product marketing manager at SolarWinds MSP.