Introduction: The MSP Ticket Avalanche
If you manage multiple client environments—each running platforms like Hyland OnBase, ABBYY FlexiCapture, IBM FileNet, or OpenText Documentum—you know the pain of endless support tickets.
One client’s batch job fails. Another’s capture queue stalls. Someone else can’t find the cause of slow document retrieval. Suddenly, your team is juggling reactive firefighting instead of delivering strategic value.
Reducing ticket volume isn’t about working harder—it’s about working smarter with visibility, automation, and proactive observability across every client system.
1. Find the Root Cause, Not the Symptom
Most tickets trace back to hidden issues in the content process layer—failed capture jobs, hung workflows, or authentication delays. Traditional APM tools miss these because they focus on servers, not the document-centric applications your clients depend on.
A purpose-built observability platform like Reveille SENTRY gives MSPs real-time insight into:
- Capture and ingestion performance
- Workflow completion times
- Repository and API latency
- User activity trends and access patterns
By identifying the true cause instead of the visible symptom, you eliminate recurring tickets before they even start.
2. Shift from Reactive to Proactive Support
Instead of waiting for users to open a ticket, set up automated alerts and performance baselines that detect anomalies in advance:
- Capture queues backing up? Get notified before SLAs are breached.
- Workflow volumes drop unexpectedly? Investigate before users complain.
- Batch jobs running long? Resolve before failure cascades downstream.
With dynamic thresholding—part of Reveille AI—alerts automatically adjust to each client’s normal activity, eliminating alert fatigue while keeping your team ahead of issues.
3. Centralize Monitoring Across Clients
One major ticket driver for MSPs is fragmented monitoring—different dashboards, scripts, and logs for each environment.
By consolidating visibility into a multi-tenant observability platform, your team can:
- Monitor multiple ECM/IDP/RPA environments from a single pane of glass
- Apply consistent policies and alerting rules
- Benchmark performance across clients
- Spot trends that predict future incidents
This unified view turns chaos into control and slashes the manual overhead that fuels ticket volume.
4. Automate Reporting and SLA Validation
Another hidden time drain: reporting. MSPs spend hours generating performance reports for clients to prove SLAs.
With observability-driven analytics, you can automatically:
- Generate SLA compliance dashboards
- Highlight top recurring issues
- Provide real-time status to clients
The result? Fewer “status update” tickets and higher client confidence—because they can see that service levels are being met.
5. Empower Tier-1 Teams with Context
Tickets often escalate unnecessarily because lower-tier support lacks visibility. With context-aware diagnostics, Tier-1 staff can see whether an issue is app-level, workflow-level, or infrastructure-level—reducing handoffs and accelerating resolution.
This alone can reduce escalations by 30–40% and free senior engineers for high-value tasks.
6. Use Observability as a Differentiator
Reducing ticket volume doesn’t just save time—it transforms your service delivery model.
- Lower operational costs: Fewer tickets = fewer hours wasted.
- Higher margins: Handle more clients without expanding headcount.
- Improved retention: Clients see measurable reliability gains.
With Reveille SENTRY, MSPs can demonstrate proactive service through real metrics, turning observability into both a competitive advantage and a revenue driver.
Conclusion: Less Noise, More Value
Tickets will never disappear entirely—but they can be dramatically reduced when your team has real-time insight into client environments.
By investing in proactive observability and Service Level Assurance, MSPs can scale efficiently, improve client satisfaction, and reclaim control of their workload—without adding more people or infrastructure.
