Why it’s so important to have ALL of your customer’s phone numbers in the help desk system (especially during an outage)!

Coming off one of the largest internet outages / attacks in history can be a troubling time for a company who operates a help desk. With requests coming in fast and furious time is of the essence especially when your team is getting bombarded with exponentially more requests than you are prepared to handle in a short period of time.

Traditionally, help desks like users to email issues in or have them go to a portal to submit a service request. In times of outage or when things are “hard down” that concept goes out the window. Real time systems like phone and live chat take front seat and reactive channels like email and portal are absolutely back seat.

The question becomes, if you are getting slammed with ample phone calls do your techs actually document all those calls in the ticketing / help desk system? The real answer is probably not. Why? With the sheer amount of calls that come in the goal at that time is to answer as many calls as possible and move on to the next one to get through the never ending queue as fast as possible. That’s a problem right? If it isn’t in the system than it didn’t happen right? Ok let’s say you did try to document every single call how well does that work when everyone is calling in from different numbers than what you have in your system like mobile numbers? The amount of time it takes to manually look up caller details and then add the mobile numbers to their contact records is time you don’t have right?

NO MORE! With BVoIP’s new PSA integration it is EXTREMELY EASY to look up records, create notes, attach new numbers to existing contacts / companies, and create new contacts or companies on the fly. We have been live on a beta internally of our new BVoIP ConnectWise integration for about 10 days and yesterday was a crowning moment as we were able to answer roughly 87% of inbound calls without going to voicemail during the massive DDoS attack that shut down large parts of the internet.

For callers who were calling in from numbers that were no in the system (many of which we were not because we don’t usually have every employees cell phone number documented) we were very quickly about to search for a current contact and attach that number to that person on the fly, then create notes, tickets, and move on to the next call.

Over the next few weeks we will be highlighting our new help desk / psa  integration especially rolling into IT Nation here in the beginning on November.

For more information on all of the help desk / ticketing systems / PSA's we have integration to check out our integrations page.