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Managed IT provider

Brackenfell Managed IT Services · Managed IT provider · Boise, ID

Nate Holloway runs Brackenfell Managed IT Services, a six-person shop that looks after forty medical and dental clinics, and he uses this to sort incoming help requests by clinic, keep a record of every device each clinic owns and ask the assistant what the support plans bring in.

Software and ITCustomer serviceAgents4 tables · 7 views · 1 form · 2 dimension sets · 1 digest · 1 notification · 1 row action · 1 agent
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Ticket board

Tickets
New4
Printer jams on double-sided consent formsBIT-7120Maple Court Behavioral Health
Dictation software crashes on launchBIT-7160Summit Pediatric Group
Chairside monitor flickersBIT-7170Cedar Hollow Dental
Receipt printer will not connectBIT-7215Lakeshore Podiatry
Triaged4
Nightly backup failed three nights runningBIT-7105Northgate Urgent Care
Antivirus flagged a file on the front desk PCBIT-7145Alderwood Family Clinic
Prescription printer offline every morningBIT-7180Harborview Dermatology
Imaging backups are two weeks behindBIT-7220Meadowlark Cardiology
In progress6
Wi-Fi drops every hour in the waiting areaBIT-7100Northgate Urgent Care
Cannot open patient charts after a Windows updateBIT-7110Riverbend Physical Therapy
Scanner not sending to the shared folderBIT-7140Alderwood Family Clinic
Guest Wi-Fi needs to be separate from the clinic networkBIT-7175Harborview Dermatology
Security update failed on the file serverBIT-7195Stonebridge Women's Health
1 more
Waiting on client5
Remote therapists cannot reach the clinic networkBIT-7115Riverbend Physical Therapy
Disk almost full on the file serverBIT-7150Summit Pediatric Group
Quote request for a second internet lineBIT-7190Prairie Sky Eye Care
Remote desktop disconnects from homeBIT-7230Meadowlark Cardiology
Quote for replacing the aging firewallBIT-7250Alderwood Family Clinic
Resolved13
Email keeps asking for the passwordBIT-7125Maple Court Behavioral Health
Internet down since the stormBIT-7130Willow Street Chiropractic
New hire needs an EHR login and badgeBIT-7135Willow Street Chiropractic
Provider laptop will not join Wi-FiBIT-7155Summit Pediatric Group
Label printer prints blank labelsBIT-7165Cedar Hollow Dental
8 more

Tables

Tickets

32 sample rows · 18 columns

Every request from a clinic, from the moment it lands to resolved, with the device it is about.

SubjectTicket numberClinicDeviceReported byReply toCategory
Dictation software crashes on launchBIT-7160Summit Pediatric GroupFront desk workstation — Summit Pediatric GroupCallum Brightwater-Osei—Workstation
Receipt printer will not connectBIT-7215Lakeshore PodiatryFront office printer — Lakeshore PodiatrySaoirse Lindgren-Okafor—Printer or scanner
Wi-Fi drops every hour in the waiting areaBIT-7100Northgate Urgent CareFirewall — Northgate Urgent CareRosamund Hallstrom-Lowe—Network or Wi-Fi
Printer jams on double-sided consent formsBIT-7120Maple Court Behavioral HealthFront office printer — Maple Court Behavioral HealthThaddeus Ashworth-Mbeki—Printer or scanner
Chairside monitor flickersBIT-7170Cedar Hollow DentalFront desk workstation — Cedar Hollow DentalLucian Aberdeen-Park—Workstation
Antivirus flagged a file on the front desk PCBIT-7145Alderwood Family ClinicFront desk workstation — Alderwood Family ClinicThandiwe Okoro-Vance—Backup or security
Cannot open patient charts after a Windows updateBIT-7110Riverbend Physical TherapyFront desk workstation — Riverbend Physical TherapyOttoline Pemberton-Adu—EHR access
Prescription printer offline every morningBIT-7180Harborview DermatologyFront office printer — Harborview DermatologyTobias Kettering-Obi—Printer or scanner
Nightly backup failed three nights runningBIT-7105Northgate Urgent CareFile and backup server — Northgate Urgent CareDelphine Voorhees-Adeyemi—Backup or security
Scanner not sending to the shared folderBIT-7140Alderwood Family ClinicFront office printer — Alderwood Family ClinicMagdalena Quillfeather-Boyd—Printer or scanner
Imaging backups are two weeks behindBIT-7220Meadowlark CardiologyFile and backup server — Meadowlark CardiologyMarisela Castellane-Webb—Backup or security
Remote therapists cannot reach the clinic networkBIT-7115Riverbend Physical TherapyFirewall — Riverbend Physical TherapyCordelia Halloran-Tran—Network or Wi-Fi

20 more rows

Clinics

12 sample rows · 13 columns

The clinics the shop looks after: plan, monthly fee, renewal and how the relationship is going.

ClinicPlanMonthly feeHealthClient sinceRenews onOffice contact
Willow Street ChiropracticEssentials$640WatchApr 5, 2025Oct 30, 2026Ignatius Marchetti-Dube
Riverbend Physical TherapyEssentials$780WatchOct 5, 2024Nov 14, 2026Ottoline Pemberton-Adu
Maple Court Behavioral HealthStandard$1,390WatchOct 5, 2024Nov 29, 2026Thaddeus Ashworth-Mbeki
Northgate Urgent CareComplete$3,120At riskOct 5, 2021Dec 19, 2026Rosamund Hallstrom-Lowe
Alderwood Family ClinicStandard$1,450HealthyOct 5, 2022Jan 8, 2027Magdalena Quillfeather-Boyd
Stonebridge Women's HealthComplete$2,480HealthyOct 5, 2019Feb 2, 2027Prudence Oosterhout-Cole
Cedar Hollow DentalStandard$1,320HealthyOct 5, 2023Mar 4, 2027Barnaby Ellsworth-Nwosu
Prairie Sky Eye CareStandard$1,210HealthyOct 5, 2025Apr 3, 2027Evander Haldorsen-Reyes
Summit Pediatric GroupComplete$2,650HealthyOct 5, 2020May 3, 2027Callum Brightwater-Osei
Lakeshore PodiatryEssentials$590HealthyFeb 5, 2026Jun 22, 2027Saoirse Lindgren-Okafor
Harborview DermatologyStandard$1,580HealthyOct 5, 2022Aug 1, 2027Wilhelmina Okonkwo-Strand
Meadowlark CardiologyComplete$2,890HealthyOct 5, 2023Sep 10, 2027Leopold Fairweather-Nair

Devices

44 sample rows · 10 columns

Every computer, printer, firewall and server at a clinic, with its warranty and who uses it.

DeviceAsset tagClinicKindModelSerial numberUsed by
Firewall — Prairie Sky Eye CareD-2586Prairie Sky Eye CareFirewallMeraki-class security applianceBF40205894Clinic-wide
Front office printer — Northgate Urgent CareD-2487Northgate Urgent CarePrinterLaser multifunction printerBF40134623Front desk staff
Front office printer — Meadowlark CardiologyD-2762Meadowlark CardiologyPrinterLaser multifunction printerBF40332598Front desk staff
Provider laptop — Summit Pediatric GroupD-2388Summit Pediatric GroupLaptop14-inch business laptopBF40063352Anselm Brandvold-Ruiz
Front desk workstation — Willow Street ChiropracticD-2531Willow Street ChiropracticWorkstationSmall-form-factor desktopBF40166299Front desk staff
Provider laptop — Stonebridge Women's HealthD-2663Stonebridge Women's HealthLaptop14-inch business laptopBF40261327Percival Nakamura-Pike
Firewall — Harborview DermatologyD-2553Harborview DermatologyFirewallMeraki-class security applianceBF40182137Clinic-wide
Front office printer — Cedar Hollow DentalD-2454Cedar Hollow DentalPrinterLaser multifunction printerBF40110866Front desk staff
Front office printer — Lakeshore PodiatryD-2729Lakeshore PodiatryPrinterLaser multifunction printerBF40308841Front desk staff
Front desk workstation — Northgate Urgent CareD-2476Northgate Urgent CareWorkstationSmall-form-factor desktopBF40126704Front desk staff
Front desk workstation — Meadowlark CardiologyD-2751Meadowlark CardiologyWorkstationSmall-form-factor desktopBF40324679Front desk staff
File and backup server — Summit Pediatric GroupD-2377Summit Pediatric GroupServerRack server, two drivesBF40055433Clinic-wide

32 more rows

Forms and booking

Report a problem

Form
Report a problemThe help page where a clinic's staff describe what is wrong.
In a few words, what is wrong? *
Which clinic are you with? *
What is your name?
What email should we answer at?
What is it about? *Printer or scannerEmailWorkstationNetwork or Wi-FiEHR accessBackup or securityNew hire or request
Who is affected right now?One userSeveral usersWhole clinic
Send to the help desk

Also included

  • Waiting for triageDigest
  • New ticketNotificationLets the help desk lead know a clinic has written in so triage starts within the hour.
  • Review this clinicRow action

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