A well-oiled MSP is driven by a solid foundation, comprising of streamlined processes, clearly defined roles, detailed automation rules—all built by your MSP's admin.
SuperOps.ai's admin section is build to help your MSP's admin take full control of the platform by defining each business function and process in detail, shape it to their needs, and set everything up quickly and easily.
In this section you'll learn how to:
fill in information about your MSP
set up your email, domain, and subdomain
configure SLAs
set up your help desk in detail
implement automation features like runbooks, event triggers and time triggers
create templates for tasks and replies
set up a CSAT survey
configure roles and groups for your team
add security measures to protect the platform
Things to know
Before we jump into setting things up, here are some things about the admin section that you should know:
You can track the progress of the ticket across its lifecycle with accuracy by creating ticket events and mapping them to ticket statuses.
When you're configuring SLAs, you can define conditions to control when the timer starts and stops, for both first response and ticket resolution SLAs.
You can set up IP restrictions to allow logins only from a range of permitted IP addresses, and prevent unauthorized logins.
You can set a session expiry duration to log out users who are inactive on the platform for more than a certain amount of time.
You can auto-assign tickets to technicians and technician groups in two ways: round robin assignment or load-based assignment. The round robin assignment method assigns tickets to each technician in the team sequentially, and the load-based assignment method automatically assigns tickets to the technician who has the least number of tickets assigned.
You can choose when you want to ask your client for feedback. When you're setting up your CSAT survey, you can choose to either send the CSAT survey as soon as a ticket is resolved, closed, or leave it to the technician's discretion on the best time to ask for feedback.
Terms we use
CNAME
Canonical Name or CNAME helps you personalize your brand, by mapping your custom domain to your platform's default domain in SuperOps.ai.
Technician groups
As the name suggests, a number of technicians are teamed up, based on their expertise, responsibilities, or even clients, to create technician groups. Tickets can be assigned to technician groups to ensure that each ticket finds the right technician.
Event triggers
Event triggers enable you to create conditions to automatically perform specific tasks if the defined conditions are met.
Time triggers
Time triggers enable you to automatically perform specific tasks after a certain amount of time has passed.
Customer support access
This allows you to create temporary credentials for our support team to access your portal and troubleshoot issues more effectively.
Now you have all the context you need to glide through the resources in this module to find the solutions you're looking for!