The support team is often the first to know there's a problem - via customer tickets. But with good monitoring, you can detect and resolve issues before customers even complain.
MoniTao gives your support team real-time alerts to be proactive rather than reactive.
Why support needs monitoring
- Proactivity: Know there's a problem before the ticket flood.
- Customer communication: Proactively inform customers rather than responding to their complaints.
- Accelerated diagnosis: MoniTao history helps understand what happened and when.
What MoniTao brings to support
- Real-time alerts: Support team is alerted at the same time as the technical team.
- Status page: Redirect customers to a status page during incidents.
- Incident history: Consult history to answer customer questions.
FAQ - Support Monitoring
How to integrate MoniTao with our helpdesk?
Use MoniTao webhooks to automatically create tickets when an incident is detected.
Can I have a simplified view for the support team?
Yes, create a filtered dashboard with only monitors relevant to support.
How to communicate service status to customers?
Use MoniTao public status page that you can integrate into your site.
Should support receive all alerts?
Configure alerts by criticality: only major incidents alert support, minor ones go to the technical team.
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