MSP Service Desk

Feedback for MSP Service Desk

MSP Service Desk

Please Add Board Session Timeout Setting

Whenever you are using the board, or should I say not using, you are timed out after a very short time and need to log in again. This is very impractical for staff agents working with the ServiceDesk. Please add a setting which allows you to set the desired session timeout value. For instance, it would be great to be allowed to be logged in for one working day even if you don't click around every two minutes. Thanks ...more »

Voting

59 votes

MSP Service Desk

GFI Max ServiceDesk Projects, Tasks, and Milestones

Would like the ability to create projects for upgrades of systems and other such things. Within the project we would be able to create custom tasks and sub-tasks and enter time for each task and subtask as well as label certain tasks as milestones in the project. As it is right now, ServiceDesk only fills the needs for the MSP half of our business. The other half of our business is implementing Infrastructure installations ...more »

Voting

52 votes

MSP Service Desk

service desk notifications going to customers junk

All customers reporting that communication emails (notifications) are going to their junk. It appears that emails are random, maxdesk.us emails. we need to specify outgoing email like support at ourcompany.com - we had this feature in Zendesk and Freshdesk. We use ServiceDesk as main communication tools beetween our customers. This is essential to have custom outgoing email. Currently this affects our business big time ...more »

Voting

47 votes

MSP Service Desk

Customer approval before closing a ticket

In my experience one of the problems with a servicedesk is that staff agents close tickets without approval from the customer, and this leads to customer dissatisfaction. The agent closed the ticket but the customer does not agree that the case is solved. Could you please come up with a smarter way of closing tickets that involves the customer more. I'm thinking for example an approval link sent from the email templates ...more »

Voting

41 votes