Recursyv is in daily contact with MSPs (Managed Service Providers) and the clients they support which gives us a unique perspective into the challenges they face.
Top of this list is usually “friction” – or rather the desire to remove it. Every business wants the assurance of quality support to enable their operations to run smoothly. This is precisely the function of MSPs providing IT support, and the service desk is at the heart of this.
Many MSPs are using tools like Autotask, Halo, ConnectWise, Jira, Fresh or ServiceNow to capture, track and resolve issues. Whilst end-client organisations vary in size, many also have their own internal service desk and this becomes a friction point.
Relying on clunky email exchanges, portals, or re-entering issues (tickets/incidents) and all their associated notes and attachments, is frustrating and wasteful. Worst case it can lead to inaccuracy, delays, missed SLAs and poor performance.
As MSPs bid to win (or retain) more clients, we see an increase in the client-side demand for seamless ticket-flow. It just makes sense for the users of all the systems involved to stay in their own system and know that the right information is synchronised seamlessly with the other party.
At Recursyv, we specialise in providing this connectivity.
And because we provide a fully managed integration service, nothing is added to the tech stack in your business, there is no product to licence, or tooling to adopt manage and maintain. We always do the full build-test-deploy, then we host-monitor-support the lifetime of each integration.
In order to win new clients or retain business, service desk integration is no longer an option. You have choices: build and support your own (if you have the resource), try connectors (if they are flexible enough) or outsource the effort with confidence. Many MSPS and clients prefer the latter.
Learn more about Recursyv and our managed integration service for service desks here
