Add the ability to add our company signature at the bottom of all tickets notifications that go out to end users.
We absolutely need better reporting options, to ever match the reporting options of many other PSA's.
For example, how many tickets came in that were high priority? What tickets were of a specific ticket issue type? What is the average time to close tickets?
We should be able to integrate user calendars with our Messaging/Collaboration service, such as Exchange, Office365 or GMail.
It would be a lot easier and quicker to enter time in 24 hours instead of having to exactly space and capitalize AM and PM all of the time. The time logs show in 24 hours, why can't the start and end times?
It would be very nice to have the option to create our own custom ticket statuses like "Awaiting User Response"
Once a ticket is closed, for example after 7 days of no response from customer or ticket is deemed resolved. A customer may later respond to a closed ticket causing the response to be missed.
It would be nice if the ticket changed from complete to assigned again so the assigned engineer could reevaluate it.
The idea with this is that not all customers have only one email domain. A good number of our customers have 2 separate email domains.
It would be nice to be able to have a list of accepted domains for a customer.
When merging tickets we need to automatically see a list of all tickets for that particular client. At the moment you have to search for a ticket which can be difficult.
Add the ability to see in the Helpdesk ticket view which tickets have had an unread response added by a customer.
Alternatively allow showing which tickets' last entry was and end user response.
Hi. I am hoping we can make MSP Manager connect just a bit slower. As it stands I only have time to walk to the lunch room and make a fresh coffee in the time it takes to save or access a ticket. It would be far more helpful if I could also make a sandwich during this time.
It'd be nice to have our brand on reports. With our logo and contact information.
it would be much more useful to have a mailbox that supports more protocols than IMAP. For example, if able to use MAPI protocols, then shared mailboxes from Office365 could be used instead of requiring a user mailbox.