MSP Communication

MSP internal and external communication policy related articles written by the Support Adventure Team who share decades of experience managing and consulting MSPs
MSP ticket summary

The 4 Ticket Summary Lines Every MSP Tech Should Use

A good MSP ticket summary line does more work than most techs realize. It sets the tone for every interaction that follows, shapes how fast a ticket gets routed, and often determines whether the client feels heard before anyone picks up the phone. Most techs treat the summary as a quick formality. They type something vague like “email issue” or “computer slow,” move on, and leave the next person guessing. That guessing costs time, and… Continue Reading The 4 Ticket Summary Lines Every MSP Tech Should Use
By Tal @ Support Adventure, ago
msp help desk

Why People Pleasers Can Be Dangerous on Your MSP Help Desk

People pleasing might sound like a soft skill, but on an MSP help desk, it can quietly create serious problems. When technicians focus more on keeping users happy than solving issues correctly, service quality starts to slip. You see quick fixes replacing proper solutions, and that never ends well. At first, it looks harmless. A technician says yes to every request, avoids conflict, and keeps conversations smooth. However, this often leads to overpromising, unmet expectations,… Continue Reading Why People Pleasers Can Be Dangerous on Your MSP Help Desk
By Tal @ Support Adventure, ago

Legacy System Headaches: Migrating Clients to Modern MSP Tooling

source MSP tooling has become the cornerstone for modernizing client operations, replacing outdated systems that drain resources and expose businesses to risk. Migrating to better platforms isn’t just about technology—it’s about reducing costs, improving security, and enabling growth. For MSPs, guiding clients through this transition is now a must, not an option. The Hidden Costs of Legacy Systems source Relying on outdated systems may seem cheaper initially, but maintenance costs quickly accumulate. Vendors phase out… Continue Reading Legacy System Headaches: Migrating Clients to Modern MSP Tooling
By Kristina @ Support Adventure, ago
MSP documentation

How to Build Cross-Departmental Ownership of MSP Documentation

source MSP documentation isn’t just a technical necessity—it’s the glue that holds departments together. When ownership spreads beyond IT, the entire organization benefits from clearer processes, faster onboarding, and smoother collaboration. Building cross-departmental responsibility ensures knowledge is shared, risks are reduced, and every team operates from the same reliable foundation. Establish the “Why” First source When you’re trying to build stronger habits around MSP documentation, the first challenge is getting people to understand why it… Continue Reading How to Build Cross-Departmental Ownership of MSP Documentation
By Kristina @ Support Adventure, ago
MSP communication

Tone and Language in MSP Client Communication: Why It Matters More Than You Think

source MSP is often seen as a strictly technical field, but MSP client communication is just as important as the technical work itself. Every day, MSP specialists speak with clients who aren’t IT experts, yet depend on clear, reassuring guidance to solve problems. In these moments, the way you communicate can be just as impactful as the solution you deliver. That’s why it matters who you hire, how you train them, and what kind of… Continue Reading Tone and Language in MSP Client Communication: Why It Matters More Than You Think
By Kristina @ Support Adventure, ago
transparent MSP communication

Building Client Trust Through Transparent MSP Communication

source Building trust is one of the biggest challenges in the field of MSP, where most of your clients aren’t entirely sure what you’re doing and what you’re supposed to be doing. They’re expected to trust you, but implied trust is not really guaranteed.  The key to building client trust lies in transparent MSP communication.  The thing is that telling the truth is not enough to build trust. Why? Well, because the term “truth” is… Continue Reading Building Client Trust Through Transparent MSP Communication
By Kristina @ Support Adventure, ago

How to Deal with MSP Emergencies Using Escalation Policies and Procedures

It’s an MSP help desk emergency! What do you do? From clients calling while everyone’s busy to data breaches, does your MSP know how to handle it? How well a company responds to emergencies can make-or-break an MSP’s relationship with their clients. As the owner, you need to devise and implement a well-defined policy and procedure on what happens when a client has an emergency. Here’s how you can, in three steps, successfully deal with… Continue Reading How to Deal with MSP Emergencies Using Escalation Policies and Procedures
By Kristina @ Support Adventure, ago

Dear MSPs… Stop Using Ring Groups (Incorrectly)!

Guess what made our top 6 list of MSP worst practices? That’s right, technician ring groups!  Relying on this support strategy can have a negative impact on your business. We’ve seen this all too often here at Support Adventure with MSP clients we have consulted or provided outsourced staff for.  We understand that you want your clients to have the best, most immediate service possible. But ring groups in MSPs really wear on your team.… Continue Reading Dear MSPs… Stop Using Ring Groups (Incorrectly)!
By Kristina @ Support Adventure, ago

Best MSP Communication Policy Guide: Create a Clear and Easy-to-Follow System!

When you’re the owner of an MSP, you might have an inbox that’s full of all sorts of random messages from your clients and staff every day. On one hand, your phone is ringing constantly, and on the other, your chat notifications are firing off.  It can be absolute chaos! To save time, and above all, sanity, you need to put in place an ironclad MSP communication policy. As MSP staffing specialists, we here at… Continue Reading Best MSP Communication Policy Guide: Create a Clear and Easy-to-Follow System!
By Kristina @ Support Adventure, ago

How to Improve Customer Service as an MSP

Customer support is the basis of good business! You can have an amazing product or service and the best technicians that are swiftly getting tickets off the table and still, there will be no guarantee that your clients will be happy nor that you will attract and keep the top-tier customers. Dealing with customers and their issues is stressful. It can create tension in both your clients and your staff, clouding the goal of solving… Continue Reading How to Improve Customer Service as an MSP
By Kristina @ Support Adventure, ago

Technicians in Ring Groups -There’s only so much a person can take!

There’s only so much a person can take I just left a position at an MSP because I couldn’t handle answering the phone anymore. The MSP was fairly organized and all members of staff were easily approachable. There was this sense that everyone was in it together and willing to help each other. In this founder our founder, Eric, talks about why Technician Worst Group is an MSP Worst Practice I had watched it grow… Continue Reading Technicians in Ring Groups -There’s only so much a person can take!
By Kristina @ Support Adventure, ago

Why your MSP shouldn’t rely on technician group chat for escalations

MSPs have utilized group chat for internal communications amongst technicians especially now with the current pandemic.  Using group chat serves as a quick means to communicate amongst team members. It has also become a means for technicians to raise escalations, or bring up general difficulties, while working on tickets. Why do MSPs use group chat? The instinct is obvious and the idea is simple. Since all technicians are in the same group, it becomes the… Continue Reading Why your MSP shouldn’t rely on technician group chat for escalations
By Kristina @ Support Adventure, ago

Best Communication Strategies for Virtual Teams

Want to rid yourself of the time you waste on non-urgent communication with your remote staff, but still be able to digest EVERYTHING that is going on in your company?  We’re about to share with you game changing strategies for how to set-up your business to do exactly that.  We have achieved this at Support Adventure, even with 40 staff members on four continents. Our founder Eric Muth only has to take an unscheduled phone… Continue Reading Best Communication Strategies for Virtual Teams
By Nwando @ Support Adventure, ago

How to Build Culture in Virtual IT Teams

Don’t let distance fool you into thinking that maintaining a workplace identity for virtual teams is hard. We’re about to share how establishing culture for a remote company greatly keeps your team motivated and invested in the mission.  Managing virtual teams with a strong company culture helps attract more ideal employees. Having gained 40 staff members on 4 different continents, our ideology here at Support Adventure, the remote MSP staffing company, centers around career-driven expats, travelers… Continue Reading How to Build Culture in Virtual IT Teams
By Nwando @ Support Adventure, ago

Weekly Zoom Conference Calls: the Key to Remote Team Spirit

Hey there! We’re here to share with you how to easily create productive weekly meetings with your remote team. Zoom conference calls are a not-so secret weapon for managing remote teams. As a company that has 40 staff on 4 different continents, we at Support Adventure know a thing or two about this topic. Having weekly meetings with Zoom has made our business run more seamlessly than ever.  Whether you are a company that’s trying… Continue Reading Weekly Zoom Conference Calls: the Key to Remote Team Spirit
By Nwando @ Support Adventure, ago