dnsUNFILTERED: David Sohn and Matthew Pincus, Helpt

[00:00:00] Mikey Pruitt: Welcome everybody. It's great to see you guys. I actually met David and Matt through LinkedIn and they were telling me a little bit about gethelpt.com and they're really experts in support systems for MSPs. They have the unusual benefit to use everyone's support system, not just one for their own, so they have experience with all the support systems that you guys are using.

And today we're gonna talk about. All the systems, the benefits and the drawbacks and what to look out for, a choose your best support system. Support system, which is really one of the core assets that A MSP has. So if you guys would introduce yourselves a little bit and tell me a little bit about Helpt.

[00:00:39] David Sohn: Thank you Mikey, for having us. I'm David here with my partner Matt. Both of us came from a company that was doing network hardware manufacturing. We were executives at that organization and we ran teams that included a global tech support team. That team was, pretty busy.

And that team was held responsible for answering calls from very large customers that would put very strict SLAs on us. And so what we had to do at one point was try to find some sort of service that could help us cover a 24 hour day. And we never found a service that was good enough that was professional enough, friendly enough, whatever it was to be in front of these big clients.

And so we said after we left that organization, this is a huge market need. And then luckily for us, we found this MSP community, which is amazing. But we're seeing things evolve very quickly in the way that they're they're supporting their customers in the way that we can be support to them. One of our big things is we say that we're an MSP support organization.

[00:01:45] Matthew Pincus: So I felt like an abrupt stop. I don't know. I didn't know much should we kept going, so I'm mad. David's partner, we were at that same organization, at our last roles in that organization. David was in charge of our global support team. I was in charge of our European division because we had offices across the US in Europe, in India.

We had a strong support team, but it wasn't 24 hours a day. It was really about 20 hours a day. It was that four hour window we needed to cover. Sounds like it'd be super easy to find somebody to cover that four hour window, but we were talking about premier clients. I guess we're not gonna name names here, but these are the sort of companies that I guarantee you, whether it's your, home cable provider or your phone provider.

Like those were our clients. And so the demands they were putting on us were substantial, and obviously we needed to deliver because the opportunity for us as a business was substantial as well. And we set out to find a solution that was adequate and in, months, years of trying that never found something that really made us comfortable.

So when we left that business, that's what we sought out to, to do, to provide the sort of technical service, technical support that you or any business would feel comfortable putting their clients in the hands of. And so that's what we're here, that's what we're doing now.

[00:03:00] David Sohn: And as you mentioned, yeah, this is a unique situation for us because we support so many MSPs and we use their tools because the way that we do things and we integrate with our MSP clients as if we're just agents of theirs.

And so we see so much stuff and hopefully we can add some value to this conversation by telling you the good and the bad.

[00:03:21] Mikey Pruitt: Yeah that's very interesting. The there's so many systems out there. And I'm hoping we can narrow down like maybe a top five list, maybe. We'll, maybe we'll get there.

We'll see. But let's take a step back. You guys were both working for a company where you were trying to find, that last four hours of support. That was just non, not findable to a level of satisfaction that you guys were having. But even before that company, do you guys have MSP experience before that?

And then what attracted you to like the MSP market with Helpt?

[00:03:53] Matthew Pincus: My MSP experiences that growing up, I, I was the kid that people came to. And I think David has a similar experience. I got my first computer when I was young, and then as I got a little bit older and family members were getting computers, they knew that I was the nerd, I was the kid that could help them.

And so when you're, young and wanna make a couple bucks, that, that becomes your business. Obviously I wasn't dealing with the security staff at that. The MSPs of today are much more sophisticated than what I was dealing with 25 years ago. But that was a great starting point for understanding not just how to actually fix problems, but how to deal with clients.

And I think that's one of the key considerations is not just fixing the problems, but making your clients happy along the way. And so that's what kind of led to this philosophy that we have at our previous company. That was one of the key issues we always tell a story about how. We had somebody on our support team who the company was actually founded as a memory company before it moved into fiber optic hardware.

And there was somebody on the tech support team who was a remnant of the memory days, who stayed with the company for a number of years as we were selling the fiber optics. And his name was Bernie. He was a great guy. Never learned the first thing. Hi Bernie. Never learned the first thing about transceivers.

But he would get customers on the phone, and he had this way about him where he made sure that they felt hurt. Even when he couldn't address the issue, he put the customers at ease, that the issue would be solved, it would be solved promptly, it would be solved happily, successfully, however you wanna describe it.

He made the customers feel good about the problem they were having and I think, that kind of focused my previous experience as, a one man, MSP, so to speak. In such a way that I realized what it takes to really grow a business. It's not just being able to deliver, it's being able to deliver in a way that, give the customers the warm and fuzzies.

And it was that focusing of the lens that kind of led us back full circle to what we're doing now. As we started the business, we recognized that the service that we're offering technical support. Is valuable for everyone, every business needs to support. That's why they bring in MSPs in the first place.

Every company, whether they're selling a product, software, whatnot, has customers calling needing support. We recognize that there's a need to help those people. And obviously the crux of it. Are those level one help desk technicians that every MSP has, some number of, maybe that number is zero because the calls come to the owner of the company and he wants to change that, to fix that.

That's what's driving us to be in the space that we're in now is 'cause we know that those level one technicians are the one. Are taking, 80% of all the support calls going on every day throughout the country.

[00:06:31] David Sohn: So now Mikey, we don't have any direct MSP experience. But a lot of our agents do come from MSPs and we understand, what it takes to give a level of service that is incredible.

Very much. You went on a tangent a little bit.

[00:06:46] Mikey Pruitt: Go, yeah. The little tangent. That's fine. That's what this show was all about. But you guys sound very similar to me, like you were. The nerd, like your family first, and then that network expanded into everybody else. And it sounds like if you guys wouldn't have started working for the company you did, you would probably would've been into MSP land owner operator of some sort.

So yeah, that's, that is very cool and under, and understandably why you're trying to serve this MSP market, sometimes underserved, especially in this area. So in the support realm. So as MSP services and even knowledge like cybersecurity and cloud applications, like all of that is still a bit up in the air, but it is becoming a bit more commoditized.

So where the MSP really differentiates themselves is on that customer service and support is really at the front line of that. So it's admirable that you guys are taking on this challenge, which is kinda like the, the last thing to be commoditized. And it sounds like you're helping that in, in a valuable, helpful way, commoditizing support and the customer relationship, which is, a big differentiator. But let's talk about some of the support systems that you guys have experience with through Helpt.

[00:08:03] David Sohn: Yeah. So every time that we bring on a client, we integrate with all of their tools.

I know you mentioned something about a top five. I think that the one that I'd want to. Start with, and if I'm allowed to name names, oh. We're naming

[00:08:15] Mikey Pruitt: names

[00:08:15] David Sohn: here. Alright. For it would be in the realm of ticketing. And that comes from synchro. Synchro right now is at the top of my list.

There's a lot of flexibility. There's a lot of adaptability. There's a lot of things that you can do within synchro. That make things a lot easier for, our smaller MSP clients. And so if it were me picking a ticketing system for myself right now it would be through synchro.

[00:08:40] Mikey Pruitt: That's interesting. Is there any other benefits that Synchro has or any other support system has besides like the mechanics, like maybe pricing or their customer support or whatever. Is there anything else that stands out as really important when choosing a ticketing system?

[00:08:55] Matthew Pincus: I think one of the first decisions that MSSP needs to make is whether they need A-A-P-S-A or whether they can get away with just ticketing.

There's ways to do it more if you're looking to just keep costs down as low as possible, because you're a brand new company and you're willing to do as much hands-on, work yourself as possible. Maybe you can get just a vanilla old ticket. It's gonna cost you $20 a seat. If you wanna actually automate your tools, your processes, your systems, you do need to graduate to the land of A PSA.

And that's where I think it's important to, to make that distinction between the ING system PS a, so when it comes to cost, PSA is range a little bit in, in cost, but generally it's just a different tier than a vanilla ticketing system. And I think that's the big jump. Once you're willing to make the jump to A PSA, it's more about finding a PSA that serves the feature set you might need.

I'm on board with David about saying the customization of flexibility is a key factor because every business is gonna be run a little bit differently. And that's where I think Syncro has a big strength as well.

[00:09:54] Mikey Pruitt: And you're saying Synchro excels in that flexibility?

[00:09:57] David Sohn: Exactly. From what we've seen, the integrations have made it just very simple for our clients to be able to, do the remote monitoring.

Maybe through screen Connect in Synchro to do their invoicing, to do all the things that they need to, run their business efficiently. I know that we said top five and then I was like, Hey, here's this first one.

[00:10:14] Mikey Pruitt: I think we accidentally are gonna do a top five.

We're just gonna go for it.

[00:10:18] David Sohn: Just going for it. I think that the other ones that are notable that we can speak to would be the ConnectWise systems out there, ConnectWise, manage control, all of that. Where it's a more defines and polished tool it seems, it's not as human configurable as I like to call it.

It's something where you do need to, probably seek out a consultation to, get the things that you need to run your business efficiently. Put into place. And so ConnectWise is great, but it's not as flexible. It's not as adapt.

[00:10:49] Mikey Pruitt: I, so that's that's really interesting. So you mentioned for your small one man shop type of thing, and you need a ticketing system sinker, maybe your best bet, best value, best operational 'cause of its flexibility and some other things.

What do you think that cutoff point is? Like how many support. Technicians, do you think warrant an A leveling up into some other tool?

[00:11:15] David Sohn: That's a really good question. I think at that point it comes down to the cost analysis. I think that there are some of these tools like the Synchros, like the halos, the terras the ones that basically say, here's this package for you of, all the tools that you need and it's gonna cost X amount of dollars. That package comes with a certain amount of users. And then once you go beyond that amount of users or beyond that number of endpoints, then it becomes a real analysis.

From the perspective of the company the MSP.

[00:11:45] Mikey Pruitt: Yeah, that was the, it varies because it's true. It really does.

[00:11:50] Matthew Pincus: And I think part of the challenge is finding a PSA that's gonna grow with you. And I think that's why we value the flexibility. It's a pain to try to migrate to a new system. So if you can bounce me, that works for you when you're small and has the flexibility to grow with you.

And that's one headache you're never gonna have to deal with.

[00:12:07] David Sohn: And we recently had somebody come to us that was, just starting off out and they said, Hey, what would you suggest? And we gave 'em a table and it had to, a handful of different tools and a handful of reasons why we'd suggest 'em, and including a cost for each as we saw it.

And ultimately they picked from that table and said, Hey, do you know anybody that's using this one? And the reason why I'm hesitant to say it is 'cause I don't know how they actually pronounce it. 'cause I've only ever seen it. But it's it that's pronounced. Is it pronounced? Like it?

So it was the one that they saw and said, you know what, this fits for me pricing. The number of users that I start with and more endpoints, the tools that are incorporated already. Who do you know that has this set up? And so we actually were able to, set them up with one of our clients to just do a pwa, 10 minute, here's what I'm seeing, here's what I like, here's what I don't like.

Just to kinda help them, make an informed decision.

[00:12:56] Mikey Pruitt: That is really cool. So you have so many customers that are on all these platforms. You can connect a, someone, seeking out this knowledge with someone who has already experienced the good, bad, and the ugly of that product.

[00:13:07] Matthew Pincus: We're experts in all these systems, but we're eight out of 10.

It's in all these systems and somebody who's living in it day in, day out, it's the 10 out 10 expert. And so we can give advice based on that eight out 10 experience, but then if they need some help, we can start ourselves, partners, we're not just a vendor to our clients. We like to work with all of our clients and help them to grow.

Part of that is making those referrals. Oh, you need somebody to give you a little extra help. I'm gonna connect you with someone else that uses that same system.

[00:13:33] Mikey Pruitt: I'm just thinking of the blog post where I'm gonna have to write after this,

[00:13:37] Matthew Pincus: the top five. We're gonna try to go more deal with these conversations.

[00:13:41] David Sohn: We'll send you the table so that you can see. Thank you. Make it a little easier.

[00:13:47] Mikey Pruitt: Yeah. Okay, so we accidentally have a number one for flexibility. That's synchro a number two in ConnectWise. So what would be your number three?

[00:13:57] David Sohn: I think that would be where we'd go. Dietarian.

Okay. And the reason why that one doesn't pop up the top of the list is because they're, a little less defined and refined. They've got all the different tools that are inherent to their system. They've got a package that you can buy that's a certain amount per month with, those certain users and endpoints.

But I think that they're still growing. Should we go into four and five? I don't know. I don't even know if these are, a great one through five. It's just pretty arbitrary. I'm gonna pull up my little table. It's hard to make. It sounded

[00:14:27] Mikey Pruitt: Let's talk about it real quick.

I've actually seen that. It before it, why would it make your kind of top five list? Is it because it's very synchro esque with the flexibility just not quite as polished? Maybe it's a bit cheaper. Is that kind of how it rounds out?

[00:14:43] David Sohn: So I think that's exactly right. It's not quite as polished but it is still like a.

A package that can just be delivered to our client. So for the sake of the client that's coming in and starting up their MSP, they say what's gonna be as all in one for me? And ITAR was the one that checked all the boxes. I'm trying to come up with the details, but they actually send over pricing based on the different tools that you'd select, and then a number of users and endpoints and other.

Factors that you can have with that base package. And so you're just getting, one block and you're working it to the best of your ability. And I think that's what makes ITAR just a little bit different. With Synchro, you'd have to say, Hey, I'm gonna pick this, I'm gonna get this. And then you kinda have to integrate some of these things.

ITAR is giving it all to you at the same.

[00:15:32] Mikey Pruitt: All right. So what's number three? Oh boy. Oh, shoot

[00:15:39] Matthew Pincus: to four now. Oh, sorry, we're on

[00:15:40] Mikey Pruitt: four. Yeah, four. I'm sorry. It's

[00:15:42] Matthew Pincus: tough to keep track. I, or,

[00:15:44] Mikey Pruitt: or let's just talk about some of the most popular ones and their strengths and weaknesses for a minute. We're gonna cut out all the rest of the garbage.

[00:15:51] Matthew Pincus: I think the one worth talking about a little bit is Halo. I think that might be number four on the list. Yeah. I think David's one, the expert, and I don't wanna put the words in his mouth there, but I feel like Halo is one where right now. It is incredibly popular and with good reason.

Part of the benefit of ALO is that it does have the open API and it can be integrated with virtually anything. And as well they've talked about how they will continue to be independent. So think what you will of Kaseya, Autotask all its various acquisitions and various source, and maybe there's a benefit being under that single umbrella.

But if you are a little bit reluctant to maybe lock into a three year contract, want somebody that will allow you that flexibility and will be around and delivers a quality product. I think Halo is the next one to talk about

[00:16:35] Mikey Pruitt: the, and I think I, that's where I know the name Halo from.

If you haven't guessed yet, audience, I'm not super familiar with all of the support ticketing systems for MSPs, but I'm here to learn just like you and Halo. I believe they're the ones that said they have put like a 10 year lockup on themselves Yes. For no acquisitions. Exactly, yes. Which is a very bold move and definitely makes them stand out.

In the MSP industry where there's a lot of acquisitions, mergers, purchases, that type of thing.

[00:17:05] David Sohn: So we're a community of people that have said to themselves, Hey, I'm gonna go out and build a business for myself. Yeah, maybe their intention is five years down the road to sell that business, but we're all a bunch of people that are going out and building businesses.

When you hear about the folks that are coming in and buying all those businesses and making things a little bit more corporate, it goes against the nature of what a lot of our clients are setting out to do. Hopefully that's a good soundbite. I don't know. Oh yeah. Oh yeah. That was good.

I'm gonna, I'm gonna send you this table. But one of the things that, that I think comes out of left field and it came outta left field for us, was one of the ticketing systems called Excel. We got to a point where we were seeing all these sickening systems, but they started to double up or triple up within our clients.

A lot of clients are using ConnectWise, A lot of clients are using Synchro, halo, all of that. But we just kept seeing 'em over and over again, and then all of a sudden we signed somebody up that was using Accelo and it was. Maybe exciting and new, and because of that it brought it to my list of, my, my fifth one on the list.

Wait, sixth one. What number are we got? Fifth. Fifth, yeah. Five. I mentioned auto TAs on the list, so on the list. Accelo. And the reason was because it was a little bit new and exciting. And, as somebody that enjoys learning all these systems and seeing what is intuitive and what isn't intuitive getting into Accelo, I said to myself, Ooh, challenge, this is gonna be fun.

And then all of a sudden I started seeing myself saying. Wow, this is really great. Time tracking was seamless, it was automatic, made things very easy. Email notifications regular notifications, templating, all of the things that you would need for your service desk, for your tier two, tier three, whatever it was, were just outlined and laid out and very simple to use with Acela.

[00:18:56] Mikey Pruitt: Yeah. That's interesting. It kinda makes me think of like, how many different ticketing systems do you guys have to work in?

[00:19:05] David Sohn: Oh, right now geez, I don't know. I would say that there's probably,

[00:19:09] Matthew Pincus: it's definitely

[00:19:10] David Sohn: 80 20 10 definitely where

[00:19:12] Matthew Pincus: we see a lot of the ConnectWise, we see a lot of the synchro, we see that the auto task that could say a family, BMS.

And it's the other 20% that really catch our eye. That's what they was talking about with Ellos. That was one that was new to us. And so we'd love to dive and explore it and, not just see it for ourselves, but have our agents give us feedback on what they think about it, just so that we can be, advisors, confidence for our clients who might be looking for a change or a new system.

[00:19:41] Mikey Pruitt: Yeah. That's really interesting. So you saw Ace pop up on your radar, and then you also saw that trajectory start to increase quickly.

[00:19:48] David Sohn: Yeah. Absolutely.

[00:19:49] Mikey Pruitt: So let's talk about trans, so transitioning. So like these MSPs probably weren't using aela before that, or, it's perhaps they are new MSPs and are picking one, but I would say a lot of them are switching.

But that is a pretty daunting task, especially when you need like some type of consultant for, tens, 20 thousands of dollars to get you up to speed on the new ticketing system, import all your old data, all that stuff. What. Do you see people transitioning and would you recommend it?

[00:20:20] David Sohn: We do see people transitioning and I would recommend it, I think that we live by the theory or motto or whatever it is of failing fast. And so if you're working in a ticketing system that just doesn't work for you, then yeah, it's daunting to switch, but it's probably gonna behoove you in the long run.

We have a couple of clients that have transitioned in a way that is just. Cold Turkey, they say, Hey, I'm gonna use this new system. They bring everything over in the way of, their notifications and the way that they're setting up their tools, but they don't even bring over ticket history.

And so they've gotten in the background, logins to these old systems that they're able to use, an archive. And so don't think that's a great way to transition, but you do what you gotta do because if you're gonna save, 2%, 5%, 10%, whatever amount of time in a new ticking system, then it's gonna add up overtime and I'd say fail fast and move on.

[00:21:15] Mikey Pruitt: Yeah, that is a really good point. If you save three minutes per ticket doesn't sound like a big deal, but at the end of a year, that is a big deal.

[00:21:23] David Sohn: Yeah. And as long as you're able to track that time in a way that's meaningful, like that three minutes in, in, in the terms of. Of the person off the street is, oh, okay.

It's just three minutes. But in the terms of our MSP clients, that three minutes is money in their pocket, and if they have a tool that allows 'em to automatically track the time or makes things three minutes faster, but they can still bill for those three minutes, that's literally dollars that's going to their wallets and it's responsiveness

[00:21:50] Matthew Pincus: to the client.

Ultimately. Yeah, that's three minutes. That's not spent doing the paperwork essentially, where you can be working the next ticket and get to that next person that much sooner. Happier your clients means more clients, more client retention. So it helps grow the business, not just save the time. Good.

[00:22:06] Mikey Pruitt: So you recommend to switch, like if you're feeling the itch to switch, there has to be the itch to, move to something else.

Like your support system is not working for you, for your business, for whatever reason, and you're like, okay, we need to look elsewhere. And we can also talk about like how to get in that mindset of fail fast, like you said. After. But the first question I had is what would be the checklist of things that you were looking for in a new solution?

[00:22:38] David Sohn: Wow, that's a great question. I think that there's a lot of pain points that are gonna come up for each client. Independence of. Their workflow is gonna be nuanced in a way that, their pain is gonna be in certain areas. Our pain, speaking as an MSP support organization is the time tracking and is the efficiency.

And so I think that a lot of times a client can look at it and say, Hey this thing that was supposed to take 10 minutes ended up taking me 15 minutes. Why? And if it turns out that it's because. They were clicking around to a bunch of different places in their ticketing system, or if they had a hard time remoting into a client system or they were doing something with invoicing and it meant that they had to double check, triple check, do something like that.

I think that those pains are going to become apparent for them, and then they're gonna say, you know what? There's gotta be something better out there. And with the abundance of ticketing systems and the abundance of PSAs. I think there is, it's just that I can't say it's gonna be, one over the other for everybody.

[00:23:39] Matthew Pincus: And I think that's one difference in mindset, whether you are just launching or considering switching is the integration for us. Yes, time tracking is very important, but I think for an MSP, one of the key considerations, especially if you're making a switch. Is the available integrations and the ease of integrations, and that's where, having an open API is great.

So it'll allow for any integration. Having prebuilt integrations is potentially better because if you are going to make a switch there's less downtime, there's less change over time because you're basically, unplugging something from the old system, plugging into the new system. There's no change to that functionality if you're changing PSAs.

And your current RMM is connected to your current PSA. You're keeping that RMM, you just wanna have, switch the new PSA, you're keeping a simple workflow. Your agents are accustomed to being in a ticket, clicking screen, connect, whatever it is to, have that RM function. They're still gonna have the same workflow.

The screen in front of 'em just gonna look a little bit different because you're going from one PSA to the next. If you are making a change and you're going from a system where there is a, an existing integration, whether you built it yourself or it was prebuilt and you're moving to a system that.

Doesn't allow for an integration with your existing RMM at all, or doesn't have a pre-built integration. Maybe you're gonna have a completely different workflow long term because you need to go to a separate window to use the RMM, or maybe you just need to allow for more time to actually build that integration.

So I think a key consideration is. How smooth is that transition gonna be and how much is your workflow going to change? Maybe for the better, maybe the workflow will be improved, but you do need to consider that

[00:25:10] Mikey Pruitt: before you make a change. Yeah. So don't just go like you. You did mention that some of your customers just cold Turkey quit.

Just jump over we're just jumping in. We're gonna try something new. Which is great that they have the nimbleness. To do that. And the courage, I guess you could say,

[00:25:26] Matthew Pincus: more courage and nimbleness, I think, in some cases. Yeah.

[00:25:29] Mikey Pruitt: That's really cool. And when you were talking about RMMs and PSAs and how they, tie in with ticketing systems, sometimes they're all the same thing.

And that's how these ecosystems get built up and become cumbersome and allow gaps where things like Accelo or Halo or whatever can fill those needs. So I want to talk a second about picking the best tool for the job rather than being in the ecosystem of a single vendor.

Which DNSFilter struggles with too, because we do one thing very well. The, I would say the best on the planet easily, but we don't do everything. And these ticketing systems are like that. So you got your RMM, your ticketing system, your PSA, sometimes those are kinda like table stakes for an M-S-P-P-S-A you mentioned that you can get away with not having all of those, but I think those three things are really common across MSPs.

So let's talk about picking the best tool for the job versus being in the ecosystem.

[00:26:31] Matthew Pincus: It's one and the same. One of the benefits of being in the ecosystem is that you have some of that flexibility. I know in a sense Kaseya is the boogieman. Has DNSFilter been bought by Kase? I don't know. No. One of those things where, I think a lot of their strategies just make those acquisitions, not necessarily doing the integrations on the backend in the immediate short term, but in the long term there is gonna be some fluidity between those systems.

So when you talk about having the best tool for the job, in a sense, being an ecosystem might make your job easier. Maybe it's something where you're going to pick a tool that's. Not the best tool, but it's the most accessible. It's the easiest implement. Is it worth having 95% of the functionality if it means you can implement it that much sooner?

I don't think there's a right answer to that. I think it, it depends on how quickly you're trying to move. It depends on, how much developer bandwidth you have. If you're talking about building integrations, maybe you're somebody that has a bunch of network experts on staff and not a bunch of coders on staff.

You want some low code, easy integrations. It's worth being an ecosystem because you don't have the resources to build the perfect solution. Whereas if you're the sort of house that, that has the developers who have somebody building automation, doing the scripting, then you're gonna be inclined to find the best possible tool so you can maximize the value out of it.

Kind of just depends on, the sort of business that you have, resources.

[00:27:53] Mikey Pruitt: I'm curious if at help you guys assist with that scripting or some automation and just some. Best practices, and I'm sure that's kinda like the next step of okay, our ticketing system, our support system is like under control.

Like now we need to make other things more efficient. And my, the top of my brain, I used to be a DevOps engineer, still am in my personal life, but, I wanted if I do things more than once on a computer, like I'm trying to figure out how to make the computer do it for me. So do you guys play a role in that at all?

[00:28:24] David Sohn: Try. One of the things that I'm thinking about is a video game called Zelda. It's on the switch breath of the wild. Matt and I are, that type of nerd, enjoy playing that game. And I think that for me, I was enjoying all of the button clicks and I was enjoying going through all the different menus and, cooking and building, equipment or whatever it was.

And then when Matt started playing it, he said. I hate the fact that I'm spending all this time in these menus. And so to answer your question, yes, I think that Matt says to himself, how do I do this the fastest, most efficient way? If somebody came to us and said, Hey, we need some help with this automation.

Hey, we need some help with this scripting, we can absolutely help.

[00:29:05] Matthew Pincus: It's interesting. We actually had a client come to us this morning saying, Hey we're familiar with Power Automate. We have very basic level of competence and developing with power automate. Do you have somebody that could maybe help us? And the answer to that was yes. We're here at the disposal of our clients.

Our primary plan is a consumption based plan. We are here to not just take the inbound calls, not just to be that level one service desk, but to provide any sort of support that you would need from a technician. And so this was a great case of we have engineers on staff who can help you with that.

So by all means. Let us do that for you. And they were happy to hear it.

[00:29:42] David Sohn: One of my favorite things is triggering different workflows off of emojis. So I like to be able to put like the star eye on things and have, some email being sent or some, workflow to, to start running from that.

Yes. And in the same way that if somebody came to us and said, Hey, what technique system would you use? Or Hey, what tool would you use? They come to us and say, Hey, can you help me with this thing? And we say, absolutely. We're still building a network, but we have a very strong network of folks that are in this space or are in this community that can help.

We send a message out and say, Hey, what do you think about this? Or what do you think about that? And then we get some feedback to the requester quickly.

[00:30:18] Mikey Pruitt: So how do you, how did, how does Helpt work so smoothly across all these tools? You guys obviously have to have some efficiencies built in to make this profitable.

So I think we could, I maybe just me, I could learn something from learning how you guys operate in that. In that realm.

[00:30:35] David Sohn: There's a lot of folks out there that talk about, integrations into people's different systems. There's a lot of folks out there that talk about, defining requirements before they'll provide help desk or provide service desk for us.

We wanna act as a part of the team. And what that means is that we have a platform that allows our agents to jump into different groups. Each one of those groups is, one of our clients. In each one of our clients' groups are the tools that they use. And so that platform paired with, really spur management allows for our agents to take a ticket for, client A and then two minutes later take a click, take a ticket for client B, and then just jump between groups and satisfy the requirement of the.

[00:31:21] Mikey Pruitt: Anything to add there? Matt, you look like you were.

[00:31:23] Matthew Pincus: No, I think that was a, in a sense you get into our secret sauce. We have this custom environment that our objective is to make things as smooth for our agents special. We bring in a team of people who are.

Analytical thinkers, they're troubleshooters, they're problem solvers. We don't want them to have to remember which URL to go to, what login to use. We have a platform that automates that out across the board. So that all they need to think about is how do I solve this client's problem?

And that just lets them be as effective as possible. We try to maximize what our team is able to do by simplifying for them, letting 'em focus on, the reason that we brought them on board.

[00:32:03] Mikey Pruitt: Yeah, you guys are really like maybe on purpose or accidentally like a technical advisor to the MSP in a lot of ways.

And the MSP is the technical advisor to their clients. So I'm wondering. If you have any like advice or words of wisdom to the MSP reaching out to their clients, either with, technical expertise or just business advice, like how does the relationship that you guys have with Ms. P translate into the relationship MSPs have with their clients?

[00:32:35] David Sohn: So I think that ties in really well. First and foremost, we say that we are an MSP support organization because we're here to support the MSPs and Ms P community. And I think that the words of wisdom, advice, whatever, if you can call it that is that it? I always tell somebody that it, you have to spend time to save time.

And I think that when you think about that at the surface, it's okay, yeah, of course I've gotta go do that thing. That's gonna make it easier to do that thing and again, in the future. But in reality, it's all the things that we were just talking about. It's the automations, it's spending time switching to a new tool because you've found that the old tool isn't good enough.

It's making that investment in the time. To save the time in the future. And it's a tough thing for a lot of people that are running at breakneck speeds. But we can help with that. We can give suggestions. We can even help with some of the nitty gritty, we we do the project work just like the rest of 'em.

If there's some migration that needs to happen and we can lend a hand, we will.

[00:33:33] Matthew Pincus: Again, I think the key is that we're not just a vendor. We wanna be a partner. We're not removing the human element and just giving you software to use. We are introducing the human element. That's what we're here to do.

And our brain power is a key component of that. We want to help you grow your business and so we are here to offer whatever guidance, assistance you need to do that.

[00:33:56] Mikey Pruitt: Yeah, I, the most successful vendors in the MSP space think exactly that same way, just DNSFilter does. So great to see that.

Tell me where we can find you guys on the internet

[00:34:07] David Sohn: so you can find us@getHelpt.com. The company name is Helpt not helped we get that sometimes. But g-e-t Helpt gethelpt.com. You can give us a call. We've got a mainline listed there. We have our cell phones. Our goal is to always be available because we know that, business works at all hours.

[00:34:25] Matthew Pincus: We try to live our company credo. So give us a call, and if you're getting through to one of us, that means it's working. Obviously, if you sign up as one of our clients your customers are gonna be getting our agents 24 7 3 6 5. But if you call you're gonna get us. So give us a call and let's stop.

[00:34:41] Mikey Pruitt: I haven't slept in years. Just gonna, I don't need sleep. When I'm sleeping, I'm actually playing Zelda Breath of the wild

[00:34:48] Matthew Pincus: before that. Oh, that's a good question.

[00:34:52] Mikey Pruitt: Thank you guys for joining me. I really appreciate it.