About Tier2 Tickets
Tier2 Tickets is a ticket management software/platform from Tier2tickets that helps boost client satisfaction and close more sales. It combines easy-to-open tickets, customizable helpdesk buttons, and direct support contact options so users can manage inquiries efficiently. This software allows businesses to register and create a branded support system that aligns with their needs. Users can easily access support through a dedicated phone number and email for prompt assistance. Key capabilities: easy-to-open tickets brand the own helpdesk buttons direct support contact registration options client inquiry management Best for: customer service teams that need an efficient way to manage client requests and improve response times.
TIER2TICKETS BY TIER2TICKETS is a specialized helpdesk software designed to streamline how IT support teams collect, submit, and manage technical support tickets. Its primary purpose is to reduce back-and-forth between end users and support agents by automatically gathering system diagnostics and relevant technical information at the point of ticket creation. Key features include guided ticket submission, automated data capture, and seamless handoff to existing helpdesk systems, making it particularly useful for Tier 1 and Tier 2 support workflows. The user interface of TIER2TICKETS is clean, minimal, and focused on usability for non-technical users. The ticket submission process is guided and intuitive, reducing confusion for end users while ensuring support teams receive consistent, high-quality information. Navigation is straightforward, with clearly labeled prompts and a logical flow that minimizes the time required to create a ticket. Functionality is where TIER2TICKETS stands out. The software automatically collects logs, screenshots, system specs, and diagnostic data, which significantly improves first-response accuracy. Its ability to standardize ticket information helps support teams resolve issues faster and reduces escalations caused by missing details.
Pros & Cons
- +The physical USB button is a brilliant marketing tool that makes your services feel tangible to non-techy clients.
- +Seeing the user's last 20 actions saves hours of "what did you click?" back-and-forth conversations.
- +Automated diagnostics mean your techs stop wasting time on basic info gathering and start fixing problems immediately.
- +Not needing passwords for ticket submission removes a huge barrier that usually stops frustrated users from asking for help.
- +The software works even when the internet is down, which is usually when clients need you the most.
- −Setting up custom scripts and dispatcher rules might take a bit of initial "tinkering" to get exactly right.
- −End-users might accidentally bump a physical USB button, leading to a few accidental or "ghost" tickets.
- −The "last 20 actions" recording could potentially make some privacy-conscious employees feel a little bit uneasy.
- −You’ll need to manage another tool in your stack alongside your existing PSA and RMM software.
- −Small MSPs on a tight budget might find the cost hard to justify compared to standard email ticketing.
Features
Key features
- Patented Helpdesk Button™
- Users can trigger a ticket via a branded USB hardware button, hotkey, or icon for instant support access.
- Instant Action Replay
- The software captures an annotated replay of the user’s last 20 actions to eliminate guesswork for technicians.
- Self-Diagnosing Reports
- Real-time device data is compiled into a report that automatically flags common hardware and software trouble spots.
- User Trust Factor
- This system validates end-users during the submission process without requiring them to remember or enter passwords.
- PSA API Integrations
- The platform connects seamlessly with over 12 major PSA tools like ConnectWise, Autotask, and Zendesk.
- Offline Ticket Submission
- Users can submit tickets via smartphone when a device is offline, including automated network diagnostic tests.
Additional features
- Helpdesk Button™
- Provides a physical or digital trigger point for users to start the ticketing process instantly.
- Instant Replay
- Records the final 20 steps a user took before the issue occurred to provide visual context.
- Diagnostic Reports
- Generates a comprehensive summary of device health and identifies problems before a technician remotes in.
- Tier2Assist
- Delivers specific forms or helpful links to users based on phrases detected in their initial request.
- Tier2Forms
- Integrates with Google Forms to collect additional data and append it directly to existing tickets.
- Offline Support
- Utilizes a QR code and smartphone interface to run network tests when the primary machine loses connectivity.
- User Trust Factor
- A password-less authentication method that ensures the user is who they say they are.
- Security & Compliance
- Features end-to-end encryption, MFA via TOTP, and options for self-hosting or auditing.
- Report on Demand
- Allows technicians to pull diagnostic data even if the user didn't use the software to submit the ticket.
- Automation Suite
- Automates common maintenance tasks during the ticket submission process without user intervention.
- Custom Dashboard
- Provides a central view for alerts and a heatmap to track where and when software is triggered.
Pricing
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About Tier2 Tickets
Tier2 Tickets is a ticket management software/platform from Tier2tickets that helps boost client satisfaction and close more sales. It combines easy-to-open tickets, customizable helpdesk buttons, and direct support contact options so users can manage inquiries efficiently. This software allows businesses to register and create a branded support system that aligns with their needs. Users can easily access support through a dedicated phone number and email for prompt assistance. Key capabilities: easy-to-open tickets brand the own helpdesk buttons direct support contact registration options client inquiry management Best for: customer service teams that need an efficient way to manage client requests and improve response times.
Tier2 Tickets Details
Tier2 Tickets's In-App Market Place
Does Tier2 Tickets have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
1
Mini Apps
N/A
Pricing Options
Accepted Payment Currencies
USD ($), EUR (€), GBP (£), AUD (A$), CAD (C$), JPY (¥), CHF (CHF), CNY (¥), INR (₹), MXN (Mex$).
Pros & Cons
- The physical USB button is a brilliant marketing tool that makes your services feel tangible to non-techy clients.
- Seeing the user's last 20 actions saves hours of "what did you click?" back-and-forth conversations.
- Automated diagnostics mean your techs stop wasting time on basic info gathering and start fixing problems immediately.
- Not needing passwords for ticket submission removes a huge barrier that usually stops frustrated users from asking for help.
- The software works even when the internet is down, which is usually when clients need you the most.
- Setting up custom scripts and dispatcher rules might take a bit of initial "tinkering" to get exactly right.
- End-users might accidentally bump a physical USB button, leading to a few accidental or "ghost" tickets.
- The "last 20 actions" recording could potentially make some privacy-conscious employees feel a little bit uneasy.
- You’ll need to manage another tool in your stack alongside your existing PSA and RMM software.
- Small MSPs on a tight budget might find the cost hard to justify compared to standard email ticketing.
Tier2 Tickets's Support Options
Email Address
support@tier2tickets.comContact
1-800-555-1234Tier2 Tickets's Alternatives
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