When it comes to effectively managing multiple IT systems, how your dashboard and support workflows are configured can be beneficial by having the ability to prioritize and complete tasks more effectively. Having the right setup can save you time, improve uptime, and keep your (and your clients) networks safe and secure.
In this article, we will go through some of the more important features and functionality that will help you setup your MSP dashboard and support existing and new workflows.
How to handle and create various user rights
Not every user needs to – or should – have all of the same privileges as everyone else, especially when it comes to accessing clients’ system information, so creating users based on which clients each one of your employees needs access to is a safe feature to have within your MSP. Also, when you create new users, you will be able to choose from different user-levels such as:
- Admin: controls all administrative privileges, can create new clients and users, and see/edit details for all clients as well.
- Consultant: can see all clients but cannot create new clients or users, and cannot change who is responsible for clients.
- Supporter: will only be able to see the clients they have been assigned, and cannot make any changes within the MSP dashboard.
How to create and manage multiple clients
Having the ability to add new clients quickly and easily is a great benefit for your company to have within an MSP. Typically, when a new client is created it should automatically appear in your MSP dashboard and you can easily navigate to their full dashboard by clicking the client name. In addition, you can create a user login for the client with access to this specific account, exclusively. Ie the IT admin will be able to pull reports and login remotely to machines, but it is restricted to his account only.
Most MSPs create email addresses for their client accounts like firstname.lastname@example.org or email@example.com. Learn more about how to manage multiple clients here.
How to include templates with notifications
All issues discovered by your team should be set up to trigger text message and email notifications. The idea is to immediately notify you about the issues that are most critical to you (offline servers, internet connection, website, antivirus issues). Some companies only need one or two notifications, however, some need (or like to have) many more. The two most important notifications we believe anyone in charge of IT should have are:
- One for the issues that are critical set to go via email and SMS to the responsible admin around the clock. You can even make use of Perfect Pager, where you get an actual phone call from a person from Panorama9 whenever a server is down. If unanswered, Panorama9 will continue to call people in chain provided by you.
- One for less pressing issues set to go via email only to a few responsible supporters.
Don’t hesitate to create many separate notifications but do yourself a favor and give them meaningful names. Also remember that you can target notifications to only trigger on issue from a single machine or group of machines. This allows you to monitor in great detail.
Can you end up setting up too many notifications? Well, where there is smoke there is fire as they say. Your control panel should not send notifications if you have no issues, so the first thing you should consider is fixing the issue. That being said, some areas can produce a lot of issues that don’t necessarily need your attention immediately:
- Missing software patches (in the vulnerability area)
- Behavior issues (in the compliance area)
A strategy might be to limit this notification to a few select machines – your high value targets – and simply check in the MSP dashboard once a day that your general machines have up to date applications.
How to include patch management in the MSP dashboard
How do you know exactly which machines to patch or not to patch? Adding groups in patch management is your friend, when you want to get a quick overview in your MSP dashboard.
By including this function into your dashboard, you allow your team to tackle patches for multiple clients at the same time. If for example a set of production servers require special care or patching procedures simply add the group containing these. Depending on your map, you should be able to combine both groups and single machines. Please note that the system will look up the group contents and exclude the machines found at the time when the system actually is about to carry out the patching.
How to add templates with branding
Branding is a great feature to add, when you setup your MSP dashboard. It gives your clients the comfort knowing that you are creating something specific to them. Also, it will help your team distinguish between clients – if everyone’s templates looked exactly the same your chances for incorrectly working on the wrong clients issues can be costly. Moreover, all your reports generated by the system will include your logo – even the small trayicon sitting on clients machines will contain your logo.
Want more hints or best practices on how to setup your MSP dashboard? Please subscribe to the blog by entering your email address in the box or contact Panorama9 directly.