This should be easy...display the KB document ID number so that support personnel can provide it to Users to help resolve tickets.
MSP Service Desk
If a ticket can be resolved by providing a KB article, I should be able to insert a reference or link to it in my ticket response. This is not complicated.
Would like to see that ability to not allow certain Staff Agents the ability to re-assign tickets.
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 :)
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 »
Currently, you can actually paste an image into a response using the web interface, but it does not get sent with the response. Worse, it looks like our attempt to illustrate with images worked, but then the images are just ignored by the system.
Also, why can't this editor provide for text color options?
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.
Currently, you can modify and save a ticket listing View by name, and even set it as Default, and further, you can select this View in the Dashboard screen, but the columns do not reflect your new column preferences. Please carry the column preferences for named Views over to the Dashboard screen.
I'd like if possible a button to TEAMVIEWER like a TAKE CONTROL button on ACTIVE ASSETS. If you have a TEAMVIEWER active license.
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.
I would like the possibility of a PUSH NOTIFICATION when new calls arrive. With this facility, in addition to being notified in real-time that arrived new called but also even if you are in a meeting is recorded there that arrived NEW CALLS
Gostaria se possível a habilidade de pesquisar por usuário/e-mail no cadastro de um novo ticket para mobile como é possível na versão online. Principalmente em campo dificilmente você lembra do e-mail do cliente