MSP Service Desk

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MSP Service Desk

Submitted by (@taketheshoutofit)

Make the "view online" link link to the ticket

When we respond to a ticket, the Email template "New Staff Response (to customer)" is used.

 

In that template, there is a section that says "View online"

 

Which sounds most helpful, except that it just brings you to the SreviceDesk homepage and doesn't take you to the ticket you want to view.

 

By selecting "View online" I believe it should go strait to the ticket or straight to the client's login then the ticket.

Voting

3 votes

MSP Service Desk

Submitted by (@lssalgado1)

Improve asset tracking renewals

Requesting a enhancement to assets where I can automate a reminder and perhaps an automated customised email to a customer that an asset support/warranty is up for renewal (i.e. a server warranty is expiring and asking if it needs extended) or a software renewal coming up. these are all recurring sales opportunities we miss today.

Voting

6 votes

MSP Service Desk

Submitted by

Fix 'Edit User' form in Customer

This is broken. I've submitted a ticket and got nowhere. If you open a user from Customers and try to change the name or password, you get an error "A user with this email already exists". Admins can edit users by manually finding them in Settings/General Settings/Users, but this is much more tedious to locate them, and only users with admin rights can access 'Settings'. Please fix.

MSP Service Desk

Submitted by (@harold)

Reply all or forward a case to external parties

It would be very useful for the SD to have the ability to reply all to submitted cases so we don't need to copy and paste all recipients that was included when the ticket was submitted via email. Ability to forward a case is also important in case we need help from external parties/partners/contractors/etc. to ensure that all communications will be logged inside SD. The above function is already available in Freshdesk ...more »

Voting

9 votes

MSP Service Desk

Submitted by

Client Response

Option to setup up rule to change a sub-status to Client Responded once they have replied to an email. This allows for us to quickly see by filter or sorting those tickets that have received a response instead of having to check via email or delve into each ticket.

 

Hopefully I am not missing anything but per support this is the only way to do it currently which is very time consuming.

 

Thank you

Voting

3 votes

MSP Service Desk

Submitted by (@stampro)

Service Desk Auto Log Out

If the system is going to auto log out... :A) we need to be able to control the time frame. I sometimes will be working and tracking time for more than an hour on a ticket, come back to stop the time and find that nothing works. B) the system needs to re-direct to the logon screen. Several times, I've had a ticket open, clicked on "start timer" and didn't notice that it didn't start tracking time (because it had auto ...more »

Voting

3 votes