Zendesk for Managed Service Providers(MSP)

Hey Eswari,

What does MSP mean for you? Other users may not be familiar with the abbreviations you're using.

Hi Dan Ross,

I meant "Managed Service Providers" as MSP.

Unfortunately, I still don't know what that means without any context. What does an MSP do? What kind of services do you manage? Do you deal with customers directly, or just internal stakeholders? With some more information, the community may be able to offer help or suggestions.

Sorry for the lack of Information.

Managed Service Providers (MSP) manages the IT infrastructure of many companies. 

Those companies are the clients of an MSP and tickets are raised by the users of the managed companies.

In Zendesk, I like to group tickets raised by each company and different agents will be allocated to solve the tickets of the company.

I thought of grouping the tickets of each company as "Organizations" in Zendesk. (https://support.zendesk.com/hc/en-us/articles/203661976-Creating-managing-and-using-organizations)

But I like to know the alternate ways provided by Zendesk to handle this scenario.

Please let me know if you need any other information.

Hi Eswari,
You are correct to use Organization for customer. If they all use the same domain you can set it up so anyone emailing from MSPclient1 gets auto assigned to Organization MSPclient1.

Then set up Zendesk groups for Tier 1, Tier 2, NOC, etc.

I suggest macros for the usual responses and set of questions. Also I suggest Guide and Chat as products.

If you go over 10,000 tickets per month, you may want to consider AI to help deflect tickets. Use apps such as Answer Suggestion to serve knoelege base articles and Quickie for multiple views.

Your setup will be straightforward but you will need a field for billable/non billable and perhaps the SLA setup.

Good luck!

Hi Heather,

Thanks for your reply. It is really useful.