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Campaign: MSP Service Desk

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1 vote

Campaign: MSP Service Desk

Email Template: New Email Added To a Ticket (Cc:)

When a person is added to a ticket by email, it receives the original email sent and other one from the system, and that usually confuses that person. It would be very useful to have a template when a person is added to a ticket.

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1 vote

Campaign: MSP Service Desk

When Email Subject Has Ticket ID That Matches, Treat Better

Often, very often, when customers reply an email related to a ticket (sent by the system, with the ID in the title and that random max-email in copy), they include our company mail address set to open new cases (newticket@company.com), and that makes a new case to be opened.

 

The system must consider this, and treat this better! This makes no sense, and generates a lot of rework.

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1 vote

Campaign: MSP Service Desk

Always Copy the Ticket Owner (Email Cc:)

There would be an option to keep the ticket owner always in copy, even when other team member interacts in the ticket. And it should be set by default in my opinion.

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1 vote

Campaign: MSP Remote Monitoring & Management

Export devices from all monitored networks simultaneously

Hi,

 

currently it is only possible to export the devices from 1 network or a list of all networks (without devices).

 

Please add a report or API option to get all devices seen, seperated by network.

 

Thank you for considering this.

 

 

Kind regards

 

Robin Hensel

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5 votes

Campaign: MSP Service Desk

SLA System Variables {sla_name} on Mail Templates

We can have and create different SLAs rules, to measure for example: "response time" and "conclusion time". So it's very important to know what is the incoming email about, please create some SLA system variables in Mail Templates, like the existing ones {ctr_org} {subject} {id} {ctr_title} {ctr_used} {ctr_limit}. Today we lose controle, we have to access the system, understand each case, its a unnecessary work and ...more »

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1 vote

Campaign: MSP Remote Monitoring & Management

Inventory of connected devices on the network

How to extract connected dives on the network such as printers, routers and other network devices.

This is important for inventory purposes to retrieve it in form of a report

 

Regards

Ashik

Submitted by

Voting

5 votes

Campaign: MSP Remote Monitoring & Management

Client startup report

It would be great to receive an e-mail/notification on when a laptop, desktop or any other client device being monitored boots up. In the case of the device in question being stolen it would be useful to know when the thief starts the machine up. That way we could remotely watch the criminal doing his business. And, if necessary, intervene. I know there's a lockdown task. But adding this would a great addition to at ...more »

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3 votes

Campaign: MSP Backup & Recovery

Detect if proxy server is required during setup

So, you go to install a backup server using the web download and you go through the complete setup ONLY to find the thing never comes up as it is behind a proxy server.

 

The only way out of this is to stop the Backup Controller service and edit an INI file by hand.

 

This is an appalling state of affairs and needs rectifying as an emergency change.

Submitted by

Voting

2 votes

Campaign: MSP Remote Monitoring & Management

Site Mapping

It would be really nice if sites in the RMM could be entity mapped to different accounts in Autotask since Autotask uses child accounts like you use sites. Currently we have to make each child account a separate client in the RMM, but that's messier and can result in errors.

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Voting

1 vote

Campaign: MSP Remote Monitoring & Management

difference between Offline and Overdue for workstation in API

Hi,

 

we need the ability to make the difference between Offline workstation and Overdue Workstation in API data, like we already can for servers

Submitted by

Voting

3 votes

Campaign: MSP Remote Monitoring & Management

Granular Client Dashboard Access

It would be extremely helpful if we could limit access to clients by machine at the site level. I have some clients that remote into their workstations and the only way to limit their access is to create a new client and site and move that machine there. One way to achieve this is on the client groups option allow us to select a site or client for the particular group. That way we can create sites within a client specifically ...more »

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3 votes