Who they are
Techkooks is an MSP where Clint has become the resident power user, running his day out of Junto and steadily pulling the rest of the team forward with him.
The challenge
Clint’s mornings used to start with the grind of triaging overnight tickets by hand, which he describes as “a lot of reading, manually reading things.” And like every MSP, documentation was a chronic pain. As he puts it, “anybody who’s been in an MSP environment will know that documentation is always a pain. It’s either there’s not enough, or there’s none at all.”
The solution: Explore as a daily driver
Explore mode became Clint’s daily driver, replacing tab-heavy Autotask navigation, “five hundred different ways to find a ticket, all revolving around clicking something a hundred times,” with a single conversation. “It’s turned into like catching up with a colleague,” he says. From Explore he triages, responds, reassigns, and actions tickets without opening Autotask at all.
Junto’s internal triage notes were, in his words, “a huge game changer.” When a recurring customer issue kept bouncing between techs every few days, the notes surfaced the duplicate and summarized the entire history and prior fixes, so whichever tech picked it up next had everything already in hand instead of re-asking the frustrated customer the same questions. Documentation now writes itself: Junto generates IT Glue docs from ticket history and onboardings as he works. And for a last-minute QBR that would normally take days, he simply asked Junto and had a client-ready slide deck the day before, which colleagues called “phenomenal.”