In this episode of MSP Community Live, hosts Matt Topper and Kyle Spooner delve into the crucial role of ticket notes and best practices for writing them. The duo then explores the concept of internal escalations, introducing a 30-minute rule for technicians to assess whether an issue needs to be escalated. Cautioning against the use of absolutes, they emphasize the need for setting realistic client expectations. Additionally, the hosts unpack the complexities of text-based communication and its potential for misinterpretation. The episode concludes with insights into their MSP’s work culture and current hiring initiatives. Don’t miss this episode for a deep dive into the intricacies of MSP operations, ranging from ticket notes and escalations to effective client communication!
Connect with our hosts:
Matt Topper: https://www.linkedin.com/in/matthew-topper/
Kyle Spooner: https://www.linkedin.com/in/kyle-spooner-4a9279127/
Join the MSP Communities!
MSPs R Us: https://discord.com/invite/mspexchange