Allow Your Providers to See Your Specialists

Last week it became possible for an enterprise customer to allow a managed service provider (MSP) to register requests for the customer’s specialists, without having to make the customer’s Service Desk Analyst role available to the MSP.  To ensure that the service desk analysts of the MSP are able to contact the customer’s specialists, they can see the contact details of these specialists.  This was initially only possible in the Service Desk console after selecting one of the customer’s specialists.  Now Xurrent allows the MSP’s service desk analysts to open these contact details anywhere a specialist of the customer is linked or mentioned.

When an account administrator of the customer organization goes to the ‘Account Trusts’ section of the Settings console to give an MSP’s service desk analysts the ability to submit requests for the customer’s specialists, the collaboration between the customer and the external provider can suddenly feel a little more seamless.