Become an agile, on-the-go MSP with the SuperOps mobile PSA-RMM platform

Nishevitha Ramamoorthy

Undesk your MSP with the unified mobile PSA-RMM app.

IT is the backbone of any business. As an MSP, you’re responsible for keeping entire businesses up and running. This means being connected to your client systems almost 24*7, making sure nothing breaks, and if anything does, making sure your technicians are on it and fixing it. Most PSA-RMM solutions (or rather PSA or RMM solutions, given that most of them aren’t unified) are accessible only on the web- but it’s impractical to expect your technicians to be near their systems at all times. Oftentimes, technicians travel to client sites to resolve issues, in which case they may not have their laptops. In such scenarios, when MSPs need to create and work with tickets, log time, etc., they need the MSP software to be readily accessible.

Lack of ready access to a PSA platform also prevents your techs from accurately tracking the amount of work they do and the time they spend - in other words, maintaining accurate, up-to-date worklogs. They also can’t collaborate with other techs, clients, and vendors if the task they’re working on requires it.

The solution: a mobile MSP app

SuperOps mobile: PSA-RMM in the palm of your hand.

Your technicians already have the skills to solve client issues in a jiffy. Add SuperOps’ unified mobile PSA-RMM app to the mix, and they have the power to deliver exceptional services, every time. Now, combine technician skills and platform capabilities with agility, and you get SuperTech. Yep, just like Superman, except the tech doesn’t have to fly to the place of trouble- they can fight (fix) troubles from wherever they are.

Getting into the mobile app is super easy. Just download the SuperOps mobile app from the App Store (or Play Store), and log in by scanning the QR code on the web app or with your domain and username. You can also set a pin for your app, which you’ll enter after a long period of inactivity rather than logging in all over again. If you’re new to SuperOps, sign up for an account on the web!

With the SuperOps mobile app, your technicians can

Create, update, view, and close tickets
Manage projects
Add attachments such as images and audio recordings to tickets and assets
Remote into and troubleshoot client assets
Run scripts to resolve issues
Log time accurately
View asset details, such as performance, patch status, related IT documentation, etc.
View and resolve alerts
View client and user details

Let’s look at how each of the above capabilities adds value to your technicians and your MSP business:

Streamline ticketing on the go

Unshackle your technicians from their systems and give them the freedom to create, view, update, and close tickets at their fingertips from the convenience of their phones. With mobile ticketing, technicians will never have to miss a ticket again, and clients don’t have to wait for resolution until the technician is back on their system.

No minute or hour of work goes unaccounted for, as the mobile timer automatically starts when the technician starts working on the ticket. Flexible working, accurate tracking, fair compensation for technicians, and quick, agile resolution for clients!

Manage projects seamlessly

Not just tickets - you can now also create and manage projects on your phone through the SuperOps mobile app! From adding milestones to tracking time, stay on top of those lucrative projects without skipping a beat. What’s more, we’ve optimized the list and detailed views for projects on mobile, so you can conveniently see the information you need from the palm of your hand.

Log time frictionlessly and accurately

Juggling multiple issues on a client visit and need to ensure those minutes get billed accurately? You can now track the precise time for each of those issues seamlessly with the mobile timer widget. The best part? You don’t have to create tickets to start tracking time - just add a simple note and you’re good to go! With frictionless, accurate time tracking, you can ensure no billable minute goes unaccounted for!

Remote from anywhere, anytime

Want to look into your client’s system but don’t have access to a computer? No problem! You can troubleshoot assets in real time through Splashtop remote sessions from your mobile app. What’s more, you can also access and troubleshoot your clients’ devices on an ad-hoc basis in case of an emergency through a simple session code using Splashtop SOS for mobile.

Handle questions easily with handy IT docs

Accessing vital information has never been easier. Whether you need an application’s login credentials or a detailed software installation guide with images, mobile IT documentation puts everything right at your fingertips. Truly revolutionary!

Engage with clients effortlessly

Being away from the system shouldn’t mean being AWOL. Technicians can let clients know they’re on top of their issues and working toward a quick, effective resolution by communicating through the mobile app. This way, clients are aware of the status of their issues and how long they’ll take to be resolved.

Coordinate with vendors

Not just clients - you can also chat with vendors on the go with side conversations for mobile. Whether it’s sending them an image of a damaged part or receiving an invoice from them, you can maintain all vendor conversations concerning a client in one place, from the convenience of your mobile.

Communicate effectively with attachments

Sometimes, words aren’t enough to describe the problem, and your technicians or clients might need the support of other formats, such as images and audio/video clips, to understand the context of the problem better and offer an effective solution. With the SuperOps mobile app, technicians and clients can explain, understand issues better, or get the entire context by sending audio, video, image clips, or other file formats as attachments.

Execute scripts to resolve issues instantly

Going for a run? Take your scripts along because you can make them run on your client systems on the go. Whether it’s to clear disk space, install new software, or reboot the asset to install a critical patch, you and your techs can run scripts from your phones without breaking a sweat.

Easily access asset details

If you need to fix issues on the move, you need to have the whole context at your fingertips. This is exactly what the SuperOps mobile app enables- technicians can view asset details such as CPU and memory utilization, disk space, patch, and antivirus statuses, the IT documentation associated with the asset, and details of various processes right from the palm of their hands. Armed with these details, they can execute relevant fix scripts, all from the app!

Monitor and resolve alerts in real-time

Alerts come unannounced when you least expect them, so getting them on your phone can significantly reduce reaction and resolution times. In the SuperOps mobile app, technicians can view, sort, and filter alerts by various parameters such as priority, client, site, etc. And it doesn’t stop at just viewing. Technicians can go further and take action on those alerts by running the necessary scripts and resolving them, again from their phones.

Quickly access client and user details

Need a quick overview of your users and their tickets for your next quarter’s work plan? You can view, filter, and sort clients by their site, plan, status, etc., to analyze and determine where to allocate your resources.