GFI Launches Service Desk Solution for MSPs

GFI MAX™ has entered the service desk market by launching its own help desk offering for MSPs called GFI MAX ServiceDesk. The tool is fully integrated within the GFI MAX RemoteManagement solution, allowing MSPs to track and manage customer issues from creation to resolution. The launch of GFI MAX ServiceDesk is a result of the acquisition of UK-based LogicNow in May. RMM vendors have long felt that service desk capabilities were pain points for MSPs and while some have opted for suggesting third party help desk vendors, GFI has chosen a path of acquiring its own service desk company to offer it as a solution to its MSP resellers. Adding a help desk offering will likely cause greater stickiness between GFI and the MSPs and end users. The integrated tool complements the MAX RemoteManagement platform as it allows MSPs to better manage the services they provide for their customers and to increase their demonstrated value on a regular basis. “As always, our focus is to provide our MSPs with the tools needed to best service their customers and to create and maintain long, healthy relationships. High levels of customer service and satisfaction are the most sustainable competitive advantage for a managed service provider and using the right tools can be highly effective in supporting that,” said Dr. Alistair Forbes, general manager of the GFI MAX business unit. “This new offering addresses one of the key challenges faced by MSPs. If they are doing their job well, their customers will rarely see them because everything is running smoothly. GFI MAX ServiceDesk allows MSPs to demonstrate continued value by creating customized reports that not only show the time spent by technicians to resolve and proactively avoid problems, but also how this matches with each customer’s service level agreements. Effective management of service delivery is also a key to maximizing internal efficiency within the MSP’s business.” GFI MAX ServiceDesk features include: · Full Integration with GFI MAX RemoteManagement: Enabling MSPs to easily import and manage information from the RMM tool allows them to avoid additional work and delays in resolving customer issues, streamlining the process and improving customer satisfaction. Existing customer data about the configurations of networks, sites and individual devices can be imported quickly and easily from MAX RemoteManagement. · Creation of Service Tickets by Web, Email or Twitter: In addition to service tickets created automatically by GFI MAX RemoteManagement, MSPs and end users can create and track new service tickets through a web-based application, by email or using Twitter, with no need to install additional software. · Full Visibility into the History of Every Ticket: MAX ServiceDesk gives MSPs a complete history of action to resolve each service ticket, showing what has already been attempted as well as the amount of time engineers have spent managing the problem. This level of detail helps to avoid redundant work and enables the MSP to better report on the resources committed to resolving a customer’s issue, measured against service level agreements. · Knowledge Base Functionality: Engineers using MAX ServiceDesk can create articles for common problems and solutions, which are easily searchable by end users, allowing them to self-serve and resolve basic problems more quickly. · Integration with the End-User Desktop: MSPs can use the GFI MAX System Tray application to allow users within their customers’ companies to raise tickets directly from their desktop via a branded interface that ensures their service is visible and effective throughout their customer base.