Uncle Marv's IT Business Podcast (Real Talk for IT Pros & MSPs) 709 Your Helpdesk Copilot - Giant Rocketship
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Aug 26, 2024 In a lively discussion, Dustin Puryear, former MSP owner and CEO of Giant Rocketship, dives into the innovative world of AI-driven help desk management. He shares how Giant Rocketship arose from the need to tackle SLA issues and eliminate 'dead time' on tickets. Featuring automated ticket assignments and rapid identification of abandoned tickets, the platform significantly enhances operational efficiency. Puryear also reflects on his transition to MSP vendor and the importance of community support through initiatives like the PitchIT competition.
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Giant Rocketship Name Origin
- Dustin Puryear needed an easy-to-spell domain name for his new company.
- He envisioned a giant rocket and a small person, leading to the name Giant Rocketship.
AI-Driven Ticket Management
- Traditional ticket management systems rely on dashboards and manual intervention for ticket assignments.
- Giant Rocketship uses AI to automate these tasks, reducing dead time and improving SLA adherence.
Effective Ticket Triaging
- Triage tickets effectively, although it's a quick process, as it's crucial for accurate routing.
- Leverage automated triaging from tools like RMMs and PSA platforms.