Scheduled upgrades for technical support from Grapevine

From February 2021 we will be introducing a new service desk system which we will utilise to support and manage your IT, fixed line and connectivity services. This includes the logging of tickets to the monitoring of your devices.

Why we’re changing systems:

As we continually evolve our primary goal is to improve the services we deliver to our clients, having a best of breed internal tools to assist with this is essential. The tool we have selected, Autotask is a powerful and intuitive cloud based platform used throughout the industry by managed service providers like ourselves.

Changes that you’ll see:

As we initially introduce Autotask the changes will be minimal and will include cosmetic changes such as;

  • Emails received when logging a ticket in a slightly different format
  • For clients who log tickets through the existing taskbar tool this will also look different
  • The monthly report you receive from ourselves regarding work completed will be formatted differently but contain the same information

As we progress with the rollout enhancements you will see overtime include:

  • Improved reporting capabilities
  • Client portal access will become available upon request

How to log support requests:

Logging technical support tickets via email or via phone will be exactly the same as you do today, as mentioned the taskbar tool for logging tickets will change.

For more information please contact your Grapevine Account Manager.