: Known for being the industry's most integrated tool, it connects seamlessly with RMM tools (like Automate and Control) and third-party software like Auvik or QuickBooks.
If a tech creates a ticket without a Configuration and an Agreement, you are flying blind. Implement mandatory fields via the "Service Board Setup" to prevent orphaned tickets.
"Leaving early?" Marcus asked.
| Mistake | Symptom | Fix | | :--- | :--- | :--- | | | Client replies 2 days later with "This isn't fixed" and a new ticket is opened. | Create a "Resolved - Pending Customer Verify" status. Auto-close after 5 days of no reply. | | No internal vs. external notes | Clients see tech swearing about a printer. | Force "Internal" vs "Description / Resolution" via Security Roles. | | Ignoring the Schedule tab | Double-booking techs for on-sites. | Enforce that any "On-site" ticket must be dragged onto the Dispatch Calendar. | | Flat hierarchy | Can't report on "Security incidents" vs "Password resets." | Mandate Type/Subtype/Item selection before status can move to "In Progress." | | Manual billing adjustments | Write-offs due to "forgetting" to log travel. | Create a Workflow Rule: If Work Type = "Travel," automatically set to Billable. |
