From monitoring to end user remote support, we have a myriad of tools that we use on a daily basis to provide the best possible support to our clients across the globe. While our clients may never see some of these tools, they are critical in keeping their systems running quickly, efficiently & securely.
At Chalkline, providing exceptional support to our clients is paramount. We understand the importance of reliable and efficient support in driving business success. That’s why we rely on best-in-breed technologies like HaloPSA and Microsoft Defender to ensure seamless operations and top-tier support services.
HaloPSA serves as the backbone of our support infrastructure, equipping us with the necessary tools and capabilities to deliver outstanding service to our clients. With its comprehensive features and user-friendly interface, HaloPSA empowers our support team to streamline workflows, resolve issues promptly, and pre-emptively address any potential challenges before they escalate.
From ticket management to asset tracking to billing & reporting, HaloPSA enables us to maintain organisation and responsiveness, ensuring our clients’ needs are met with efficiency and precision. HaloPSA integrates with our other tools, allowing us to have clear visibility of devices and user counts, and providing holistic ticketing and reporting functionality.
We’ve already added plenty of AI functionality into our HaloPSA instance and continue to build on this. Azure OpenAI services can help us categorise & triage tickets, draft responses to our clients quickly and identify possible resolution paths quicker than we could before.
We utilise Microsoft’s Cloud Security products to bolster our cybersecurity efforts and protect your systems from evolving threats. With its advanced threat detection capabilities and real-time protection features, Microsoft Defender for Business helps us safeguard your data and mitigate security risks effectively.
ConnectWise Automate is an integral part of the ConnectWise suite of products and deals with remote monitoring and Windows patching and updates. Automate checks for potential issues on every device and when an alert is found automatically logs a ticket for a member of the team to investigate. It also has built-in intelligence and can automatically some heal issues (such as stopped services and low disk space) and therefore resolve tickets without any technician intervention. This is all part of our proactive monitoring which allows us fix problems before they develop into more severe ones.
For example, we have set a specific tolerance for hard drives so that, if there’s less than 10% of free space, a ticket gets logged. Our help desk team then contact the affected user to carry out housekeeping or investigate any underlying issues. The net result is that we stop the issue from developing to a state where the hard drive is totally full – meaning the user will be unable to save anything to the disk, and the computer performance will be poor.
ConnectWist ScreenConnect is our tool for remotely connecting to client devices. It has many great features which including file transfer, remote reboots and the ability to chat with end users while connected to their devices. There’s also a ‘toolbox’ which enables us to quickly launch our favourite system management & troubleshooting apps.
Our commitment to support extends beyond technology; our team of seasoned professionals is dedicated to understanding your unique requirements and delivering tailored solutions to address them. At Chalkline, we’re committed to exceeding your expectations by leveraging HaloPSA, Microsoft Defender, and other best-in-breed technologies to deliver unparalleled support services. With our help, you can achieve your business objectives and thrive in today’s digital landscape.
