One of the biggest challenges for MSPs (Managed Service Providers) is the high volume of support tickets. Each incident requires time, resources, and immediate attention, limiting the MSP’s ability to focus on strategic projects.
Most of these tickets share common origins: outdated systems, malware infections, or issues stemming from insecure configurations. In all of these areas, Heimdal Security, implemented by Aufiero Informática, makes a difference by automating critical processes and reducing the support burden.
The hidden cost of support tickets
For MSPs managing multiple clients, tickets pile up quickly:
- Failed updates that require manual intervention.
- Malware infections that could have been prevented by timely patching.
- User complaints about unnecessary restarts or interruptions.
- Recurring questions about suspicious emails or phishing attempts.
Every ticket means hours of technical work, lost productivity, and, in many cases, client frustration.
Heimdal: automation that translates into fewer tickets
With its integrated security approach, Heimdal provides MSPs with tools that directly reduce ticket volume:
- Patch & Asset Management: automates critical updates, preventing incidents related to outdated software.
- Threat Prevention: blocks malicious connections before they impact users, reducing infections and emergency calls.
- Ransomware Encryption Protection (REP): stops encryption attacks in real time, minimizing severe incidents that would generate multiple tickets.
- Email Security: filters phishing emails and malicious attachments, reducing issues tied to email.
- EDR (Endpoint Detection & Response): detects and responds automatically to suspicious behavior without manual intervention.
Direct benefits for MSPs
- Lower operational workload
By automating critical tasks, MSPs can cut 40–70% of tickets related to security and updates. - Higher profitability
Fewer tickets mean more time for strategic projects and high-value services. - Happier clients
End users experience a more stable, secure service with fewer interruptions. - Market differentiation
MSPs using advanced solutions like Heimdal, with support from Aufiero Informática, stand out from the competition.
Real-world example
An MSP with 15 clients was handling over 300 tickets per month, mostly tied to failed updates and phishing. After implementing the Heimdal suite with support from Aufiero Informática, they achieved:
- Reduced monthly tickets to fewer than 120.
- Saved over 20 technical hours per week.
- Improved client satisfaction through faster, more reliable service.
Aufiero Informática as a strategic partner
At Aufiero Informática, we know that the key is not just providing a tool, but guiding MSPs through deployment, training, and optimization. With our support, MSPs can maximize Heimdal’s automation capabilities and turn ticket reduction into a true competitive advantage.
