Ticket Escalation Process

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Ticket Assignment and Handling Process

How Collabrance Tiered Technicians and Service Providers escalate Service Desk tickets.

Collabrance is completely white labeled. End Users can contact the Service Desk via telephone, email or chat. When your customer calls our 800 number, our goal is to answer the phone in 2 rings or less where they will be greeted by a friendly technician. We answer the phone, "Support services, this is [name]. May I have your name and company name? Do you have an existing ticket number or are you calling about a new issue?" From there we work the ticket and dispatch accordingly.

Our escalation process for Service Desk tickets to ensure we can efficiently and effectively help end-user customers resolve their IT issues.

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Collabrance does not assign techs to specific partners to ensure every issue is treated in accordance to our Service Level Agreements.


ConnectWise Ticketing Integration

Collabrance is integrated with ConnectWise so Service Providers can securely view customer's tickets in real-time. This integration allows Collabrance and Partners to work more efficiently together to resolve a customer's ticket.

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