MSP Manager

Submitted by (@erikszaks)

Auto-Refresh Tickets and Dashboards

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 »

MSP Service Desk

Submitted by (@obyone89)

ServiceDesk - Ability to customize "helper text" for tickets.

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 »

MSP Manager

Submitted by (@mclscott)

Improve formatting in the Time fields

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 »

MSP Service Desk

Submitted by (@shaunbridges)

Global setting to turn off automatic email when creating tickets

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 »