Hi. I Would really need a android app for gfi max service desk, as im not in front of a computer all day.
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.
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 »
The ability to disable / enable failed check from sending a tickets to MAX Service Desk.
We don't want all check to send tickets to MAX ServiceDesk, we want to pick the check there are important to us and avoid being swamped by tickets
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?
It would be really great when a new ticket, within Servicedesk, is marked as "NEW"
So you will see immediately that there is a new ticket with the ticket system.
Allow SLA's to only apply during the customers working hours not ours. We have lots of breaches outside of these hours and we cannot resolve the issues because the user has gone home. For example we support schools which are approx. 9-3. if they raise a new ticket at 2:45 then leave it would be pointless escalating/breaching the issue at 4pm just because we cannot get hold of the users.
I'd like to see a more robust rule-set in the helpdesk portal. I'd like to search the subject/body/email address for strings to assign to the correct department/client or be able to assign a contract for the ticket that was created/etc.
we have at any given time, 100+ tickets open in our company. Sometimes it is hard to find tickets that customers/ticket owners have responded to. Would be nice to be able to have tickets that customers have responded to show up at the top. I know that there is a red flag, but this is assuming that you cleared all red flags. What do other people think about this?