Remote Desktop Help Desk Software

How does Standley’s Help Desk Button work?

Standley Systems uses Tier2 Tickets remote help desk software that gives you efficient, cost-effective support and helps us resolve issues faster for your business. 

From the user-friendly interface where your staff submits tickets to the remote access tools used to service users’ devices, our entire tech support workflow is optimized to reduce the long-term cost of IT issues.

• Step 1: Discover a problem and push the help desk button

  We make it as easy as possible for your staff to report problems as soon as they notice something’s wrong. Once they push or click the help desk button, they will be prompted to complete their ticket via a simple interface. 

  Our service management solution requires no training and works even if the affected device is offline, as users can submit tickets via mobile devices. This method of tech support management allows us to gather important information, compare similar issues over time, and identify bigger problems earlier. 

• Step 2: Ticketing software automatically verifies submissions

  We make sure your submitted tickets are associated with a specific, authorized user and aren’t phishing attempts. 

  Our remote support solutions automatically validate tickets against username, user computer, and human name information in your system.
  This feature allows your staff to submit tickets without having to remember a specific password or login to a help desk system or your corporate network.

  This system works whether they’re submitting the ticket via their affected remote devices or their mobile devices

• Step 3: Fill out a few easy questions!

  Once users are ready to submit a ticket, our service management solution takes them through a few easy questions that help technicians define, identify, and address their issues. 

  Users are asked to describe the severity and scale of their issue, which allows the ticketing system to automatically bring widespread, emergency issues to technicians' immediate attention. And the answers let IT technicians know whether remote computer access, remote support sessions, or on-site support is needed.
  
  End users don’t have to know complicated system specs or environment variables — those are automatically submitted at button push.

• Step 4: Support team triages issue

  The support team automatically receives tickets with the information provided by the users as well as device data gathered by the remote desktop help desk software.

  Based on that information, the software and the support team prioritize the submitted tickets by automatically and manually comparing the severity, scale, and submission time between tickets.

• Step 5: The issue is resolved!

  Once tickets have been received and analyzed, common issues can often be resolved with automated software processes. Those that need attention from support technicians are addressed in order of priority until the issue is resolved.

  If needed, Standley’s managed services support team will use secure connections and remote access solutions to remotely control your business devices – whether running Windows, Mac OS, or a Linux distribution – and identify and resolve issues.