MSP Service Desk

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MSP Service Desk

Submitted by (@sveint83)

Customer's email address

Re send the email response, which customers receive when sending email to the serice desk. Often the email comes from a web form, and then the server's domain is the sender. And then I have to change this and the result is that the customer does not get his automatic response.

 

Perhaps even better, if the answer is the address, can be registered as the customer's address, then the problem is solved :)

MSP Service Desk

Submitted by (@seit01)

Custom Ticket Fields Display in Responses

We'd like to set up a Custom Ticket field that gets included in at least the initial ticket response if not all of them. For example, a ticket may request Out-of-Scope services. A custom field could be created that continues to remind the customer throughout the ticket correspondence that these services are, or may, be billable outside the scope of the fixed fee arrangement. This field should also be available as a ...more »

MSP Service Desk

Submitted by (@seit01)

Response email cc default setting

We should not have to type an email address in CC field for every ticket response we create. For some clients, we want every response to be copied to me, other clients what every response copied to site admin, etc. Please add a per customer setting that automatically populates the CC field with one or more default addresses.

MSP Service Desk

Submitted by (@jon.sevigney)

Assign Multiple People a Ticket

Sometimes I and some of our other techs would be involved in the same ticket/project but only one of us would be able to be assigned to it and we lose track of who all is involved in these tickets/projects.

 

Adding this function would allow a much easier to see list of tickets when I or other techs would go to look through what is currently assigned to us and prevent a great deal of this unnecessary confusion.