DNS – Why it’s always the problem

Many issues that users and businesses face are often caused by DNS, as illustrated by one of my favourite troubleshooting tools on the internet  – https://isitdns.com/   Mail failures, websites not loading, or even an inability to get into your Managed Desktop, most of the time it’s typically DNS. What is DNS? DNS stands for Domain Name System…

Lucidity 365 – April 2019 Update

Lucidity is pleased to announce the first range of updates for the Lucidity 365 product. These changes are going to be implemented on Wednesday night this week and will apply to all new and existing Lucidity 365 tenants. Announcement Centre The new Lucidity 365 Announcement Centre will allow you to create an announcement (including text,…

Support

Reflections of a Triage Support Agent

Day one on the front lines of desktop support for Lucidity, I was handed a headset with a smile and a “Good luck” from my new-found team. I gripped my headset tight in the trench anticipating the first call to come flying through. The phone line rings! The ringing echoes in my stomach, churning up…

How-you-can-help-speed-up-the-support-process

How you can help speed up the support process

As a triage agent, our duty is to make sure that everything is prioritised and going to the right team, so we can resolve our customer’s issues as efficiently as possible. When the times are quiet, we are able to go through existing tickets and see if we are able to help out or follow…