Msp Helpdesk

rtfm-it-services-llc/msp-helpdesk

> questioning a ticket's priority, response and resolution targets, "the client says everything is down", escalation, after-hours or emergency requests, security incident intake, triage order, your PSA (ticketing) system workflow, time entries, or ticket categories. Also trigger when drafting anything that describes support levels or response times to a client, and when training new hires on the service desk workflow (client onboarding is msp-onboarding). Apply alongside msp-client-comms (the messages clients receive during incidents), msp-legal (the SLA schedule lives in each client's Order; security incidents have contract implications), msp-pricing (after-hours billing multipliers), msp-maintenance (alerts that escalate into tickets, and the on-call rotation behind the after-hours line), and msp-metrics (ticket data feeds every business number).