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 »
Currently we can give a customer access to a dashboard to see information.
I'd like to see the ability added to also let a customer remotely access their machines via Team Viewer.
This is handy for environments where you are working along side of in-house IT and want to offer your tools for use in-house.
I have found several cases where prospective clients want to see an example report from our system during the sales pitch. The problem is that with our clients that have active monitoring, the reports would be great but we cannot show that information. Showing hardware information and server names, etc is a violation of our agreements. The Dashboard and agents are branded for our company at a cost and it would be best ...more »
When you are creating a new ticket from within the board you choose Organisation as the first field. However, today you depend on a separate document to know what type of SLA the customer has (SLA1, SLA2 etc). There should be a way to easily see more information about the customer when creating a new ticket. You could for instance show an overlay of the Notes field when you mouse over the organisation field after choosing ...more »
Many of our customers pay for a "block" (eg up to 500 GB) of backup data. This includes all backups from all devices. It would be great if there were a way to set a limit to total selected backup size per customer (partner), so that if the customer nears or reaches the limit, we receive an alert of some kind.
After introducing partial support for sites into n-central quite some time ago, support for customers/sites was removed or never actually added in filter previews and reports.
I am told that for a report or filter to include the customer/site instead of just a device name, a feature request needs to be created because Solarwinds consider this to be by design.
Currently if our sales/account management team want to generate an ad-hoc monthly report for a client, they have to contact an administrator/superuser to do so. Standard users don't have permission. Would it be possible to grant standard users the ability to generate these reports? The ones im referring to are found here (as admin) --> Reports ->Client Reports -> Server Monitoring -> (Re)Send client daily report/weekly/monthly ...more »
So the SO Level reporting (and the descriptions) is broken by design. It's a UX Disaster. They were never actually meant to be run at the so level which is why they don't include the details that the customer level reports do, and were never updated to include the customers/sites that an so level report would need to be fit for purpose. Yet the descriptions are the same as the customer level reports which is completely ...more »
Custom fields at the Customer and Site levels that are accessible via the rules would provide a lot of flexibility when it comes to service templates or notifications. For example: If I want to roll out Security Manager to a customer, but I need to do it on a site by site basis, it would be very easy to have a custom field that indicates that a site should have Security Manager. Then I can create a filter and eventually ...more »
Supporting custom domains, especially on customer's portal would be great for our customers. It would look more professional to use something like helpdesk.mydomain.com but the real problem is that the current customer portal URL is just way too long. Thanks.
I would like to import into custom fields when importing customers. Currently only 'Name' and 'Domain' are available.
Would like the ability to create a Post Ticket Survey (Template) that could be send out after X number of tickets to that specific customer.