It would be very nice to have the option to create our own custom ticket statuses like "Awaiting User Response"
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.
When tickets are created in Autotask, from failed checks, could there be a way to "Take Control" right from the ticket? That way we could remain in Autotask and have a screen with the GFI wall chart displayed.
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.
I would be great to create pdf files every month of every company with all closed tickets. This all done by a few clicks.
So each company gets his own pdf with closed tickets and time and costs on it and the discription.
You can add these pdf file with your invoice to your customer.
Please allow to delete tickets completly. At this moment, when you delete a ticket it stays in the system with the state of deleted and affects some reports. We want to really delete the ticket. I suggest to add an undo function to correct any mistake when a ticket is deleted.
It should be possible to click a link in any report that can take you directly to the ticket you wish to review, in a new browser tab or window.
We need an option or a button in the UI for the ticket list and statistics, both in the Helpdesk and the Dashboard, to enable/disable auto-refresh at a selected interval, i.e. 1, 3, 5 or 10 minutes. While the existing manual refresh button is helpful when you don't have auto-refresh, it is troubling that every users has to remember to hit the refresh button to determine if something has been changed or a new ticket has ...more »
We have tasks that have to be done every two or three years. Please allow to schedule tickets repetition for over one year.
We need the ability to change some of the default “helper text / tool tip text” for tickets. For example, in the customer portal, when a customer goes into the "submit ticket" section. For the Description text box is just says "describe the problem." This needs to be customizable by us partners. I'd like mine to say "Please describe the issue and what troubleshooting steps you have already taken." For different ...more »
When entering timings into a ticket such as start time and finish time, I've found the formatting to be a little bit too finicky. The need to specify whether it is AM or PM (not being able to just continue entering and have it pick up automatically), and that it seems to hate lack of spacing between the time and whether it is AM or PM is a l (8:30AM is invalid, where 8:30 AM is fine). The other aspect that I think would ...more »
We are currently not wanting to email our customers every time we create a new ticket as we feel it creates unnecessary spam. There is an option to supress the sending of an email when a new ticket is created, however this can be easily overlooked. Please could you include a global setting which reverses the current status quo and would not send email confirmations as standard when creating a new support ticket. Also ...more »