The requirement: A managed service provider needed to optimize the incident process with their customers. Customers should be able to assign the ticket to the MSP in their own service desk system without having to log on to the MSP’s service desk system, and without the MSP logging on to the customer’s service desk.
The solution: 1Gateway connects the MSP and customer’s service desk systems so that the assignment triggers an automatic synchronization – as soon as the customer assigns a ticket to the MSP, 1Gateway immediately creates a new ticket in the MSP’s service desk system with all the necessary information out of the customer’s ticket, and optionally notifies the MSP’s service manager using collaboration software. From that moment on, ticket updates on either end are synchronized – the MSP can ask the customer for more information, the customer can provide screenshots, logfiles, etc, in their own service desk. When the MSP has solved the problem, 1Gateway adds all closing information to the ticket in the customer’s service desk system.