{"id":6230,"date":"2020-08-06T18:59:03","date_gmt":"2020-08-06T17:59:03","guid":{"rendered":"https:\/\/www.n-able.com\/?p=6230"},"modified":"2021-06-02T17:26:18","modified_gmt":"2021-06-02T16:26:18","slug":"how-do-you-deal-ticket-tidal-wave","status":"publish","type":"post","link":"https:\/\/www.n-able.com\/de\/blog\/how-do-you-deal-ticket-tidal-wave","title":{"rendered":"How Do You Deal with A Ticket Tidal Wave"},"content":{"rendered":"<p>Sometimes it can feel like there\u2019s a never-ending wave of tickets flooding your helpdesk. Why does it happen? Can you predict when it will come? What can you do in the middle of a ticket tidal wave?<\/p>\n<p>It\u2019s a common situation; you come in and start your day just like any other and, suddenly, you get bombarded by calls, emails, and notifications.\u00a0This all-too-familiar scenario struck many providers back in March and April when a surge of employees abruptly had to work from home. Clearly, it doesn\u2019t always happen on a global scale like that.\u00a0Sometimes it\u2019s as simple as a regional ISP outage that lights up your dashboard, or a random operating system patch that crashes multiple clients\u2019 devices. Some of these are avoidable and some are not. Working to prevent the ones you can is part of what I call \u201cworking on your business.\u201d<\/p>\n<h3>Predicting the unpredictable<\/h3>\n<p>One of the ways you can prevent being overwhelmed by a ticket tidal wave is to know it\u2019s coming. Monitoring for ISP outages or outages in services like Microsoft 365 can help. Knowing there is a problem with XYZ ISP or 123 cloud service before the customer calls or creates a ticket allows you to respond quickly. You may even be able to proactively send emails to the affected clients. Having a large monitoring dashboard screen in your NOC can also help you visualize areas of potential problems. It may also help you identify a common root to seemingly unrelated issues across your clients. Creating early-warning checks and corresponding notifications can give you just enough of an edge to stay out in front of a wave. It can also become a differentiator between you and your competitors; something worth mentioning in your sales presentation.<\/p>\n<h3>What to do when the tidal wave hits<\/h3>\n<p>If you do find yourself in the middle of a ticket tidal wave, it\u2019s important to keep calm. Check to see if there is a logical root cause. If there isn\u2019t a root cause, make sure you prioritize tickets so your technicians tackle the most critical issues affecting the most users first. To prepare for times like this, you can\u00a0<a href=\"https:\/\/www.n-able.com\/blog\/psa-overkill-your-psa-managing-you\">setup your PSA<\/a>\u00a0ahead of time to automatically prioritize tickets and make sure they\u2019re delivered to the right group of technicians. Having a defined and automated ticket workflow can save lots of time and administrative work during a ticket tidal wave. You can use that time and effort to work and close tickets rather than simply shuffle them around.<\/p>\n<p>Ticket tidal waves can be caused by one root cause or simply a bad day. Keeping watch and preparing your processes and systems for fluctuations in ticket levels can improve your service delivery and keep things running smoothly. After the wave subsides your customers will be happy their issues and requests were handled quickly.<\/p>\n<p><em>Eric Anthony is the head operations nerd at\u00a0<a class=\"ext\" href=\"https:\/\/hermes.solarwindsmsp.com\/?promo=blog\" target=\"_blank\" rel=\"noopener noreferrer\">SolarWinds MSP<\/a>. Before joining SolarWinds, Eric ran his own managed services provider business for over six years.<\/em><\/p>\n<p><em>You can follow Eric on Twitter\u00a0<a class=\"ext\" href=\"https:\/\/twitter.com\/operations_nerd\" target=\"_blank\" rel=\"noopener noreferrer\">@operations_nerd<\/a><\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Lots of things can inundate your MSP with tickets, from the predictable to the totally unpredictable. Find out how to stay ahead.<\/p>\n","protected":false},"author":39,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"class_list":["post-6230","post","type-post","status-publish","format-standard","hentry","topic-head-nerds","topic-operations"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How Do You Deal with A Ticket Tidal Wave - N-able<\/title>\n<meta name=\"description\" content=\"Lots of things can inundate your MSP with tickets, from the predictable to the totally unpredictable. Find out how to stay ahead.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.n-able.com\/de\/blog\/how-do-you-deal-ticket-tidal-wave\" \/>\n<meta property=\"og:locale\" content=\"de_DE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How Do You Deal with A Ticket Tidal Wave - N-able\" \/>\n<meta property=\"og:description\" content=\"Lots of things can inundate your MSP with tickets, from the predictable to the totally unpredictable. Find out how to stay ahead.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.n-able.com\/de\/blog\/how-do-you-deal-ticket-tidal-wave\" \/>\n<meta property=\"og:site_name\" content=\"N-able\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/NableMSP\" \/>\n<meta property=\"article:published_time\" content=\"2020-08-06T17:59:03+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2021-06-02T16:26:18+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.n-able.com\/wp-content\/uploads\/2021\/03\/share-image.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"630\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Eric Anthony\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@Nable\" \/>\n<meta name=\"twitter:site\" content=\"@Nable\" \/>\n<meta name=\"twitter:label1\" content=\"Verfasst von\" \/>\n\t<meta name=\"twitter:data1\" content=\"Eric Anthony\" \/>\n\t<meta name=\"twitter:label2\" content=\"Gesch\u00e4tzte Lesezeit\" \/>\n\t<meta name=\"twitter:data2\" content=\"3\u00a0Minuten\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.n-able.com\/de\/blog\/how-do-you-deal-ticket-tidal-wave#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.n-able.com\/de\/blog\/how-do-you-deal-ticket-tidal-wave\"},\"author\":{\"name\":\"Eric Anthony\",\"@id\":\"https:\/\/www.n-able.com\/de#\/schema\/person\/6eeaa8e423eae02193706ca1664d555a\"},\"headline\":\"How Do You Deal with A Ticket Tidal Wave\",\"datePublished\":\"2020-08-06T18:59:03+01:00\",\"dateModified\":\"2021-06-02T16:26:18+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.n-able.com\/de\/blog\/how-do-you-deal-ticket-tidal-wave\"},\"wordCount\":522,\"publisher\":{\"@id\":\"https:\/\/www.n-able.com\/de#organization\"},\"articleSection\":[\"Head Nerds\",\"Operations\"],\"inLanguage\":\"de\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.n-able.com\/de\/blog\/how-do-you-deal-ticket-tidal-wave\",\"url\":\"https:\/\/www.n-able.com\/de\/blog\/how-do-you-deal-ticket-tidal-wave\",\"name\":\"How Do You Deal with A Ticket Tidal Wave - N-able\",\"isPartOf\":{\"@id\":\"https:\/\/www.n-able.com\/de#website\"},\"datePublished\":\"2020-08-06T18:59:03+01:00\",\"dateModified\":\"2021-06-02T16:26:18+00:00\",\"description\":\"Lots of things can inundate your MSP with tickets, from the predictable to the totally unpredictable. Find out how to stay ahead.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.n-able.com\/de\/blog\/how-do-you-deal-ticket-tidal-wave#breadcrumb\"},\"inLanguage\":\"de\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.n-able.com\/de\/blog\/how-do-you-deal-ticket-tidal-wave\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.n-able.com\/de\/blog\/how-do-you-deal-ticket-tidal-wave#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Operations\",\"item\":\"https:\/\/www.n-able.com\/de\/blog\/category\/operations-de\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"How Do You Deal with A Ticket Tidal Wave\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.n-able.com\/de#website\",\"url\":\"https:\/\/www.n-able.com\/de\",\"name\":\"N-able\",\"description\":\"\",\"publisher\":{\"@id\":\"https:\/\/www.n-able.com\/de#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.n-able.com\/de?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"de\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.n-able.com\/de#organization\",\"name\":\"N-able\",\"url\":\"https:\/\/www.n-able.com\/de\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"de\",\"@id\":\"https:\/\/www.n-able.com\/de#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.n-able.com\/wp-content\/uploads\/2021\/02\/logo-n-able-vertical-dark.svg\",\"contentUrl\":\"https:\/\/www.n-able.com\/wp-content\/uploads\/2021\/02\/logo-n-able-vertical-dark.svg\",\"width\":\"1024\",\"height\":\"1024\",\"caption\":\"N-able\"},\"image\":{\"@id\":\"https:\/\/www.n-able.com\/de#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/NableMSP\",\"https:\/\/x.com\/Nable\",\"https:\/\/www.linkedin.com\/company\/n-able\",\"https:\/\/www.youtube.com\/channel\/UClnp77HHg4aME-S-3fWQhFw\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.n-able.com\/de#\/schema\/person\/6eeaa8e423eae02193706ca1664d555a\",\"name\":\"Eric Anthony\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"de\",\"@id\":\"https:\/\/secure.gravatar.com\/avatar\/bf3d960c9370ce26759f1392f239aa0c2484b76a5d03cbf9130f8d90ff185625?s=96&d=mm&r=g\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/bf3d960c9370ce26759f1392f239aa0c2484b76a5d03cbf9130f8d90ff185625?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/bf3d960c9370ce26759f1392f239aa0c2484b76a5d03cbf9130f8d90ff185625?s=96&d=mm&r=g\",\"caption\":\"Eric Anthony\"}}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"How Do You Deal with A Ticket Tidal Wave - N-able","description":"Lots of things can inundate your MSP with tickets, from the predictable to the totally unpredictable. Find out how to stay ahead.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.n-able.com\/de\/blog\/how-do-you-deal-ticket-tidal-wave","og_locale":"de_DE","og_type":"article","og_title":"How Do You Deal with A Ticket Tidal Wave - N-able","og_description":"Lots of things can inundate your MSP with tickets, from the predictable to the totally unpredictable. Find out how to stay ahead.","og_url":"https:\/\/www.n-able.com\/de\/blog\/how-do-you-deal-ticket-tidal-wave","og_site_name":"N-able","article_publisher":"https:\/\/www.facebook.com\/NableMSP","article_published_time":"2020-08-06T17:59:03+00:00","article_modified_time":"2021-06-02T16:26:18+00:00","og_image":[{"width":1200,"height":630,"url":"https:\/\/www.n-able.com\/wp-content\/uploads\/2021\/03\/share-image.jpg","type":"image\/jpeg"}],"author":"Eric Anthony","twitter_card":"summary_large_image","twitter_creator":"@Nable","twitter_site":"@Nable","twitter_misc":{"Verfasst von":"Eric Anthony","Gesch\u00e4tzte Lesezeit":"3\u00a0Minuten"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.n-able.com\/de\/blog\/how-do-you-deal-ticket-tidal-wave#article","isPartOf":{"@id":"https:\/\/www.n-able.com\/de\/blog\/how-do-you-deal-ticket-tidal-wave"},"author":{"name":"Eric Anthony","@id":"https:\/\/www.n-able.com\/de#\/schema\/person\/6eeaa8e423eae02193706ca1664d555a"},"headline":"How Do You Deal with A Ticket Tidal Wave","datePublished":"2020-08-06T18:59:03+01:00","dateModified":"2021-06-02T16:26:18+00:00","mainEntityOfPage":{"@id":"https:\/\/www.n-able.com\/de\/blog\/how-do-you-deal-ticket-tidal-wave"},"wordCount":522,"publisher":{"@id":"https:\/\/www.n-able.com\/de#organization"},"articleSection":["Head Nerds","Operations"],"inLanguage":"de"},{"@type":"WebPage","@id":"https:\/\/www.n-able.com\/de\/blog\/how-do-you-deal-ticket-tidal-wave","url":"https:\/\/www.n-able.com\/de\/blog\/how-do-you-deal-ticket-tidal-wave","name":"How Do You Deal with A Ticket Tidal Wave - N-able","isPartOf":{"@id":"https:\/\/www.n-able.com\/de#website"},"datePublished":"2020-08-06T18:59:03+01:00","dateModified":"2021-06-02T16:26:18+00:00","description":"Lots of things can inundate your MSP with tickets, from the predictable to the totally unpredictable. Find out how to stay ahead.","breadcrumb":{"@id":"https:\/\/www.n-able.com\/de\/blog\/how-do-you-deal-ticket-tidal-wave#breadcrumb"},"inLanguage":"de","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.n-able.com\/de\/blog\/how-do-you-deal-ticket-tidal-wave"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.n-able.com\/de\/blog\/how-do-you-deal-ticket-tidal-wave#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Operations","item":"https:\/\/www.n-able.com\/de\/blog\/category\/operations-de"},{"@type":"ListItem","position":2,"name":"How Do You Deal with A Ticket Tidal Wave"}]},{"@type":"WebSite","@id":"https:\/\/www.n-able.com\/de#website","url":"https:\/\/www.n-able.com\/de","name":"N-able","description":"","publisher":{"@id":"https:\/\/www.n-able.com\/de#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.n-able.com\/de?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"de"},{"@type":"Organization","@id":"https:\/\/www.n-able.com\/de#organization","name":"N-able","url":"https:\/\/www.n-able.com\/de","logo":{"@type":"ImageObject","inLanguage":"de","@id":"https:\/\/www.n-able.com\/de#\/schema\/logo\/image\/","url":"https:\/\/www.n-able.com\/wp-content\/uploads\/2021\/02\/logo-n-able-vertical-dark.svg","contentUrl":"https:\/\/www.n-able.com\/wp-content\/uploads\/2021\/02\/logo-n-able-vertical-dark.svg","width":"1024","height":"1024","caption":"N-able"},"image":{"@id":"https:\/\/www.n-able.com\/de#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/NableMSP","https:\/\/x.com\/Nable","https:\/\/www.linkedin.com\/company\/n-able","https:\/\/www.youtube.com\/channel\/UClnp77HHg4aME-S-3fWQhFw"]},{"@type":"Person","@id":"https:\/\/www.n-able.com\/de#\/schema\/person\/6eeaa8e423eae02193706ca1664d555a","name":"Eric Anthony","image":{"@type":"ImageObject","inLanguage":"de","@id":"https:\/\/secure.gravatar.com\/avatar\/bf3d960c9370ce26759f1392f239aa0c2484b76a5d03cbf9130f8d90ff185625?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/bf3d960c9370ce26759f1392f239aa0c2484b76a5d03cbf9130f8d90ff185625?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/bf3d960c9370ce26759f1392f239aa0c2484b76a5d03cbf9130f8d90ff185625?s=96&d=mm&r=g","caption":"Eric Anthony"}}]}},"_links":{"self":[{"href":"https:\/\/www.n-able.com\/de\/wp-json\/wp\/v2\/posts\/6230","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.n-able.com\/de\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.n-able.com\/de\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.n-able.com\/de\/wp-json\/wp\/v2\/users\/39"}],"replies":[{"embeddable":true,"href":"https:\/\/www.n-able.com\/de\/wp-json\/wp\/v2\/comments?post=6230"}],"version-history":[{"count":0,"href":"https:\/\/www.n-able.com\/de\/wp-json\/wp\/v2\/posts\/6230\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.n-able.com\/de\/wp-json\/wp\/v2\/media?parent=6230"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}