Tigerpaw Software has incorporated an outsourced help desk for managed service providers (MSPs) into its professional services automation (PSA) solution.
The Bellevue, Nebraska-based PSA software provider has integrated GMS Live Expert into its offering. Tigerpaw CEO James Foxall pointed out that the Tigerpaw-GMS integration "can provide its customers with significant and immediate benefits with no additional fixed or infrastructure costs."
MSPs can use the integration to access real-time ticket notes and time entry, status and resolution synchronization between Tigerpaw's PSA solution and systems managed by GMS, according to Tigerpaw.
Tigerpaw also noted that the integration improves communication, productivity and reporting for MSPs because it provides them with an outsourced help desk solution "that boasts industry-leading first interaction resolution rates, fully certified technicians and a completely North American-based team."
"For some of our small and medium-sized business customers, it can be difficult to have the resources to support a 24/7 help desk internally. GMS brings an outsourced solution to these customers, providing a 24/7 help desk integrated with Tigerpaw," a Tigerpaw spokesperson told MSPmentor. "This integration will save our MSP customers administrative time/costs while providing improved response times and increased service offerings."
This integration allows Tigerpaw's IT service provider partners to leverage BrightGauge's BI solutions to gain "business insights from key data while providing secure access and customizable, visual reports to share with key contacts," Tigerpaw said.