TIER2TECHNOLOGIES, founded in 2018, was born out of the need to solve “a huge time sink”—help desk technicians gathering the information they need to work a ticket, says CEO Alex Permenter (pictured). “We wanted to make it easy for clients to put in tickets and also make sure that those tickets had all of the information that our technicians would need to get started,” he explains.
Originally developed for internal use by Permenter’s MSP, the company’s patented Tier2Tickets software with built-in artificial intelligence is designed to be an easy front end for users that helps technicians close tickets faster.
With Tier2Tickets, MSPs can have users submit a ticket by pressing a hotkey or clicking a desktop icon, pinned-to-taskbar icon, or optional (and brandable) USB Helpdesk Button, which also allows users to install the software themselves. The software initiates real-time scripts that compile a self-diagnosing report of real-time device data, including an instant replay of the user’s last 20 actions. A small form walks the user through ticket submission, which integrates with the MSP’s PSA.
“It does about an hour’s worth of work, right when they hit it,” says Permenter.
“We have partners that are reporting saving 60% of their time to diagnose or resolve tickets,” says Elizabeth Copeland, COO (pictured right). Turns out, the Helpdesk Button is “a killer sales feature” too, she adds.
“A lot of MSPs are building their brands and marketing around it,” Permenter says.
Tier2 currently support 10 PSAs including ConnectWise Manage, Datto’s Autotask PSA, Kaseya BMS, Zendesk, and ServiceNow. Pricing starts at 38¢ per seat per month; buttons start at $5.
Don’t mistake Tier2 for a one-trick pony, though, stresses Permenter, who says the roadmap includes remote access and CSAT tools. Tier2, he says, is “more a suite of tools that we feel fill in some gaps in the industry.”