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Improving Customer Support with Squadcast Webforms: A Smart Solution for MSPs

Nov 24, 2023
Last Updated:
May 1, 2024
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Improving Customer Support with Squadcast Webforms: A Smart Solution for MSPs
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    Managed Service Providers (MSPs) handle a multitude of customer support cases, each requiring efficient routing to the right team member. Squadcast's Webforms provide a solution to expedite issue reporting and streamline resolution. In this blog, we will explore how MSPs can leverage webforms to enhance the customer support experience.

    Common MSP Use Case

    1. Hotline Numbers: Traditionally, using hotline numbers poses challenges such as missed calls and delays, leading to extended resolution times for IT support requests. Moreover, direct engagement in calls by On-Call members can be time-consuming and may not efficiently capture all necessary details.
    2. Streamlining Internal IT Support: Internally, webforms can streamline IT support requests for employees within the organization. Employees can use these webforms to report technical issues, ensuring timely assistance and improving organizational efficiency.

    Solution: Adopting Squadcast Webforms

    To overcome the limitations of hotline numbers, MSPs can adopt Squadcast Webforms, which offer several key advantages:

    • Structured Incident Reporting: Webforms provide a standardized method for customers to report issues, ensuring all essential details are captured accurately.
    • Efficient Incident Management: When customers fill out Webforms on the MSP's website or support portal, incidents are automatically created in Squadcast, setting off the regular on-call roster and escalation process.
    • Seamless Communication: Webforms supports notifications for customers who reported the incident, keeping them informed of the incident's acknowledgement and resolution.
    • Reduced Manual Routing: With predefined services and routing rules, incidents are directly routed to the subject matter experts, minimizing the time and effort spent on manual routing within the organization.
    • Customizable and Professional: Squadcast Webforms are customizable, allowing MSPs and other organizations to add their company logo and tailor input fields for different types of incidents.

    Implementing Squadcast Webforms: The How-To Guide

    Creating multiple Webforms with Squadcast is a breeze. MSPs can customize forms based on specific customer needs, such as regional impact or affected services. Every Webform has a unique URL that can be easily embedded in customer accounts or product portals, providing a seamless incident reporting experience.

    Additionally, Squadcast also offers the option for a custom domain. This means that you can use your own domain name, such as https://support.example.com, for your Webforms instead of the default Squadcast domain.

    Here are the steps to configure Webforms in Squadcast:

    1. Form Configuration, where you can add a name & check your form public URL or check the checkbox to set up a custom domain instead. You can also add tags here. Tags on webforms help classify different webforms better.

    2. Owner & Services, where you can add an owner that enables streamlined assignment of incidents and service requests from customers. You can add services for which you’re creating these webforms.

    Once the form is submitted, an incident is automatically created in Squadcast. This also triggers the escalation policy associated with particular services, notifying subject matter experts based on the services being affected.

    3. Input Configuration, allows adding custom input fields for webforms like severity, priority, etc. which will help users to define their problems more clearly.

    4. Additional Details, which includes editing Form Header, Title, and Description fields, customizing your logo, etc. You can choose to send email updates to the reporter for the following stages of the reported issue: trigger, acknowledged by internal team, and resolution.

    Avoiding Spam on Webforms

    One of the primary concerns when utilizing webforms for incident reporting is the potential for spam submissions. These unsolicited and irrelevant reports can overwhelm the incident management system, leading to wasted time and resources. To address this challenge and ensure that only legitimate client incidents are being recorded, a strategic approach is required.

    The proposed solution tailors Webforms for Client Validation. This approach safeguards the incident reporting process while making it convenient for clients to report issues.

    Suppression and Discard Rules

    Two effective strategies stand out in managing incidents through webforms while minimizing spam:

    (a) Suppression Rule: Filtering Out Unwanted Incidents

    By implementing suppression rules, incidents originating from email addresses outside of the client domain are classified as suppressed. While these incidents are still logged in the incident management system, they are marked as suppressed and do not trigger notifications. This approach strikes a balance between logging all incidents for reference while preventing unnecessary notifications for non-client reports.

    Read More: Keeping Stakeholders Notified of Incidents With Squadcast

    (b) Merge Suppression with Discard Function: Minimizing Noise

    For a more rigorous approach, combining the suppression rule with a discard function ensures that incidents not meeting the client domain criteria are not logged in the incident management system. This step minimizes noise by preventing the creation of irrelevant incidents altogether, sparing valuable time and effort that would otherwise be spent sifting through spam reports.

    Read More: Kovai Reduced MTTA (Mean time to acknowledge) by 55% with Squadcast

    Enabling Smooth Incident Reporting for Enhanced Customer Support

    Squadcast Webforms offer MSPs a highly efficient alternative to traditional hotline numbers, streamlining incident reporting and enhancing the incident management process. By using Webforms, MSPs can achieve faster issue resolution, improved customer satisfaction, and seamless communication with customers.

    As they continue to evolve in delivering top-notch support, Squadcast Webforms serve as a valuable tool, enabling them to handle incidents swiftly and effectively reducing your MTTA & MTTR. They can elevate your incident management capabilities and enhance customer support while also acting as a potential assistance to live On-Call Routing.

    What you should do now
    • Schedule a demo with Squadcast to learn about the platform, answer your questions, and evaluate if Squadcast is the right fit for you.
    • Curious about how Squadcast can assist you in implementing SRE best practices? Discover the platform's capabilities through our Interactive Demo.
    • Enjoyed the article? Explore further insights on the best SRE practices.
    • Schedule a demo with Squadcast to learn about the platform, answer your questions, and evaluate if Squadcast is the right fit for you.
    • Curious about how Squadcast can assist you in implementing SRE best practices? Discover the platform's capabilities through our Interactive Demo.
    • Enjoyed the article? Explore further insights on the best SRE practices.
    • Get a walkthrough of our platform through this Interactive Demo and see how it can solve your specific challenges.
    • See how Charter Leveraged Squadcast to Drive Client Success With Robust Incident Management.
    • Share this blog post with someone you think will find it useful. Share it on Facebook, Twitter, LinkedIn or Reddit
    • Get a walkthrough of our platform through this Interactive Demo and see how it can solve your specific challenges.
    • See how Charter Leveraged Squadcast to Drive Client Success With Robust Incident Management
    • Share this blog post with someone you think will find it useful. Share it on Facebook, Twitter, LinkedIn or Reddit
    • Get a walkthrough of our platform through this Interactive Demo and see how it can solve your specific challenges.
    • See how Charter Leveraged Squadcast to Drive Client Success With Robust Incident Management
    • Share this blog post with someone you think will find it useful. Share it on Facebook, Twitter, LinkedIn or Reddit
    What you should do now?
    Here are 3 ways you can continue your journey to learn more about Unified Incident Management
    Discover the platform's capabilities through our Interactive Demo.
    See how Charter Leveraged Squadcast to Drive Client Success With Robust Incident Management.
    Share the article
    Share this blog post on Facebook, Twitter, Reddit or LinkedIn.
    We’ll show you how Squadcast works and help you figure out if Squadcast is the right fit for you.
    Experience the benefits of Squadcast's Incident Management and On-Call solutions firsthand.
    Compare our plans and find the perfect fit for your business.
    See Redis' Journey to Efficient Incident Management through alert noise reduction With Squadcast.
    Discover the platform's capabilities through our Interactive Demo.
    We’ll show you how Squadcast works and help you figure out if Squadcast is the right fit for you.
    Experience the benefits of Squadcast's Incident Management and On-Call solutions firsthand.
    Compare Squadcast & PagerDuty / Opsgenie
    Compare and see if Squadcast is the right fit for your needs.
    Compare our plans and find the perfect fit for your business.
    Learn how Scoro created a solid foundation for better on-call practices with Squadcast.
    Discover the platform's capabilities through our Interactive Demo.
    We’ll show you how Squadcast works and help you figure out if Squadcast is the right fit for you.
    Experience the benefits of Squadcast's Incident Management and On-Call solutions firsthand.
    We’ll show you how Squadcast works and help you figure out if Squadcast is the right fit for you.
    Learn how Scoro created a solid foundation for better on-call practices with Squadcast.
    We’ll show you how Squadcast works and help you figure out if Squadcast is the right fit for you.
    Discover the platform's capabilities through our Interactive Demo.
    Enjoyed the article? Explore further insights on the best SRE practices.
    We’ll show you how Squadcast works and help you figure out if Squadcast is the right fit for you.
    Experience the benefits of Squadcast's Incident Management and On-Call solutions firsthand.
    Enjoyed the article? Explore further insights on the best SRE practices.
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    November 24, 2023
    November 24, 2023
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    Improving Customer Support with Squadcast Webforms: A Smart Solution for MSPs

    Improving Customer Support with Squadcast Webforms: A Smart Solution for MSPs
    Nov 24, 2023
    Last Updated:
    Nov 24, 2023

    Managed Service Providers (MSPs) handle a multitude of customer support cases, each requiring efficient routing to the right team member. Squadcast's Webforms provide a solution to expedite issue reporting and streamline resolution. In this blog, we will explore how MSPs can leverage webforms to enhance the customer support experience.

    Common MSP Use Case

    1. Hotline Numbers: Traditionally, using hotline numbers poses challenges such as missed calls and delays, leading to extended resolution times for IT support requests. Moreover, direct engagement in calls by On-Call members can be time-consuming and may not efficiently capture all necessary details.
    2. Streamlining Internal IT Support: Internally, webforms can streamline IT support requests for employees within the organization. Employees can use these webforms to report technical issues, ensuring timely assistance and improving organizational efficiency.

    Solution: Adopting Squadcast Webforms

    To overcome the limitations of hotline numbers, MSPs can adopt Squadcast Webforms, which offer several key advantages:

    • Structured Incident Reporting: Webforms provide a standardized method for customers to report issues, ensuring all essential details are captured accurately.
    • Efficient Incident Management: When customers fill out Webforms on the MSP's website or support portal, incidents are automatically created in Squadcast, setting off the regular on-call roster and escalation process.
    • Seamless Communication: Webforms supports notifications for customers who reported the incident, keeping them informed of the incident's acknowledgement and resolution.
    • Reduced Manual Routing: With predefined services and routing rules, incidents are directly routed to the subject matter experts, minimizing the time and effort spent on manual routing within the organization.
    • Customizable and Professional: Squadcast Webforms are customizable, allowing MSPs and other organizations to add their company logo and tailor input fields for different types of incidents.

    Implementing Squadcast Webforms: The How-To Guide

    Creating multiple Webforms with Squadcast is a breeze. MSPs can customize forms based on specific customer needs, such as regional impact or affected services. Every Webform has a unique URL that can be easily embedded in customer accounts or product portals, providing a seamless incident reporting experience.

    Additionally, Squadcast also offers the option for a custom domain. This means that you can use your own domain name, such as https://support.example.com, for your Webforms instead of the default Squadcast domain.

    Here are the steps to configure Webforms in Squadcast:

    1. Form Configuration, where you can add a name & check your form public URL or check the checkbox to set up a custom domain instead. You can also add tags here. Tags on webforms help classify different webforms better.

    2. Owner & Services, where you can add an owner that enables streamlined assignment of incidents and service requests from customers. You can add services for which you’re creating these webforms.

    Once the form is submitted, an incident is automatically created in Squadcast. This also triggers the escalation policy associated with particular services, notifying subject matter experts based on the services being affected.

    3. Input Configuration, allows adding custom input fields for webforms like severity, priority, etc. which will help users to define their problems more clearly.

    4. Additional Details, which includes editing Form Header, Title, and Description fields, customizing your logo, etc. You can choose to send email updates to the reporter for the following stages of the reported issue: trigger, acknowledged by internal team, and resolution.

    Avoiding Spam on Webforms

    One of the primary concerns when utilizing webforms for incident reporting is the potential for spam submissions. These unsolicited and irrelevant reports can overwhelm the incident management system, leading to wasted time and resources. To address this challenge and ensure that only legitimate client incidents are being recorded, a strategic approach is required.

    The proposed solution tailors Webforms for Client Validation. This approach safeguards the incident reporting process while making it convenient for clients to report issues.

    Suppression and Discard Rules

    Two effective strategies stand out in managing incidents through webforms while minimizing spam:

    (a) Suppression Rule: Filtering Out Unwanted Incidents

    By implementing suppression rules, incidents originating from email addresses outside of the client domain are classified as suppressed. While these incidents are still logged in the incident management system, they are marked as suppressed and do not trigger notifications. This approach strikes a balance between logging all incidents for reference while preventing unnecessary notifications for non-client reports.

    Read More: Keeping Stakeholders Notified of Incidents With Squadcast

    (b) Merge Suppression with Discard Function: Minimizing Noise

    For a more rigorous approach, combining the suppression rule with a discard function ensures that incidents not meeting the client domain criteria are not logged in the incident management system. This step minimizes noise by preventing the creation of irrelevant incidents altogether, sparing valuable time and effort that would otherwise be spent sifting through spam reports.

    Read More: Kovai Reduced MTTA (Mean time to acknowledge) by 55% with Squadcast

    Enabling Smooth Incident Reporting for Enhanced Customer Support

    Squadcast Webforms offer MSPs a highly efficient alternative to traditional hotline numbers, streamlining incident reporting and enhancing the incident management process. By using Webforms, MSPs can achieve faster issue resolution, improved customer satisfaction, and seamless communication with customers.

    As they continue to evolve in delivering top-notch support, Squadcast Webforms serve as a valuable tool, enabling them to handle incidents swiftly and effectively reducing your MTTA & MTTR. They can elevate your incident management capabilities and enhance customer support while also acting as a potential assistance to live On-Call Routing.

    What you should do now
    • Schedule a demo with Squadcast to learn about the platform, answer your questions, and evaluate if Squadcast is the right fit for you.
    • Curious about how Squadcast can assist you in implementing SRE best practices? Discover the platform's capabilities through our Interactive Demo.
    • Enjoyed the article? Explore further insights on the best SRE practices.
    • Schedule a demo with Squadcast to learn about the platform, answer your questions, and evaluate if Squadcast is the right fit for you.
    • Curious about how Squadcast can assist you in implementing SRE best practices? Discover the platform's capabilities through our Interactive Demo.
    • Enjoyed the article? Explore further insights on the best SRE practices.
    • Get a walkthrough of our platform through this Interactive Demo and see how it can solve your specific challenges.
    • See how Charter Leveraged Squadcast to Drive Client Success With Robust Incident Management.
    • Share this blog post with someone you think will find it useful. Share it on Facebook, Twitter, LinkedIn or Reddit
    • Get a walkthrough of our platform through this Interactive Demo and see how it can solve your specific challenges.
    • See how Charter Leveraged Squadcast to Drive Client Success With Robust Incident Management
    • Share this blog post with someone you think will find it useful. Share it on Facebook, Twitter, LinkedIn or Reddit
    • Get a walkthrough of our platform through this Interactive Demo and see how it can solve your specific challenges.
    • See how Charter Leveraged Squadcast to Drive Client Success With Robust Incident Management
    • Share this blog post with someone you think will find it useful. Share it on Facebook, Twitter, LinkedIn or Reddit
    What you should do now?
    Here are 3 ways you can continue your journey to learn more about Unified Incident Management
    Discover the platform's capabilities through our Interactive Demo.
    See how Charter Leveraged Squadcast to Drive Client Success With Robust Incident Management.
    Share the article
    Share this blog post on Facebook, Twitter, Reddit or LinkedIn.
    We’ll show you how Squadcast works and help you figure out if Squadcast is the right fit for you.
    Experience the benefits of Squadcast's Incident Management and On-Call solutions firsthand.
    Compare our plans and find the perfect fit for your business.
    See Redis' Journey to Efficient Incident Management through alert noise reduction With Squadcast.
    Discover the platform's capabilities through our Interactive Demo.
    We’ll show you how Squadcast works and help you figure out if Squadcast is the right fit for you.
    Experience the benefits of Squadcast's Incident Management and On-Call solutions firsthand.
    Compare Squadcast & PagerDuty / Opsgenie
    Compare and see if Squadcast is the right fit for your needs.
    Compare our plans and find the perfect fit for your business.
    Learn how Scoro created a solid foundation for better on-call practices with Squadcast.
    Discover the platform's capabilities through our Interactive Demo.
    We’ll show you how Squadcast works and help you figure out if Squadcast is the right fit for you.
    Experience the benefits of Squadcast's Incident Management and On-Call solutions firsthand.
    We’ll show you how Squadcast works and help you figure out if Squadcast is the right fit for you.
    Learn how Scoro created a solid foundation for better on-call practices with Squadcast.
    We’ll show you how Squadcast works and help you figure out if Squadcast is the right fit for you.
    Discover the platform's capabilities through our Interactive Demo.
    Enjoyed the article? Explore further insights on the best SRE practices.
    We’ll show you how Squadcast works and help you figure out if Squadcast is the right fit for you.
    Experience the benefits of Squadcast's Incident Management and On-Call solutions firsthand.
    Enjoyed the article? Explore further insights on the best SRE practices.
    Written By:
    November 24, 2023
    November 24, 2023
    Share this post:
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