Hi. I Would really need a android app for gfi max service desk, as im not in front of a computer all day.
MSP Service Desk
A ServiceDesk iOS app to be able to manage tickets, especially adding time and notes, etc. would be awesome. I'd say it's really necessary at this point and am surprised not to see any other mention.
When we merge tickets, it would be hugely helpful if the merged ticket information remained in the merged ticket. As much information as possible would be great, but at least the subject and machine name would be helpful.
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 »
It would be nice to have the option to right click and create a ticket from the failed check in the dashboard. As well the option to "always create a ticket" when that check fails.
As well to add that option to the alerts setup area.
It would be great to have a direct custom link created for the ticket included in the email template to the customer so they can just click it to access their ticket.
You should make all fields of a ticket searchable, not just the title and description. If someone works on a ticket and enters note, you can't search for something in those notes and locate the appropriate ticket. This makes entering notes in ServiceDesk practically worthless as a reference.
It would be nice to be able to embed Images to the Servicedesk
Currently the functionality for Mails with embedded images is that these do get attached when the Mail is converted to a Ticket.
In the Knowledgebase visual articles are not possible and the Images can only be Attachments.
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 »
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 »
Support for "Block Hours".
Very much used in Denmark
Please allow us to see more than 10 tickets in the main view. When I get tickets for failing patches from the same organization, I like to merge them. If there are more than 10 machine with failing patches, I have to merge them multiple times
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 »
The ability to attach a file when logging a ticket as we have cases where a user will e-mail us directly with screenshots and we need to add them to existing tickets or create a new ticket for them.
When creating a new user can you add a field to include the users phone number so this comes up automatically when creating a new ticket.
Can this field also be added when importing users from a csv file?