Integration of Service Desk Plus MSP & Support Center Plus 7.6
We provide Call Center and NOC outsourced support services for our clients. We have a Call Center ticketing system for our Call Center and another ticketing system for our NOC. A lot of times the Call Center needs to escalate a ticket to our NOC, but it is impossible to do automatically since both systems are on different platforms.
We want to integrate the two, but both are very limited in functionality and we currently researching alternatives. However, it seems that Service Desk Plus MSP is perfect for our NOC and Support Center Plus 7.6 is perfect for our Call Center. Is it possible or is it on the roadmap to provide some integration between the two systems to help with the the problem I stated above. If I had Support Center Plus 7.6 in my call Center and Service Desk Plus MSP in my NOC, how could Support Center Plus send a ticket to Service Desk Plus and how will could it get updates back from Service Desk Plus. Again, our call center tend to escalate issues to our NOC. So a single use issue that is handled in the Call Center could possibly turn into a global problem that our NOC may investigate and get back with the call center. We would like to automate this collaboration through the ticketing systems.