MSP Service Desk

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MSP Service Desk

Customer approval before closing a ticket

In my experience one of the problems with a servicedesk is that staff agents close tickets without approval from the customer, and this leads to customer dissatisfaction. The agent closed the ticket but the customer does not agree that the case is solved. Could you please come up with a smarter way of closing tickets that involves the customer more. I'm thinking for example an approval link sent from the email templates ...more »

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Voting

40 votes

MSP Service Desk

Easily see what type of SLA the customer has when new ticket

When you are creating a new ticket from within the board you choose Organisation as the first field. However, today you depend on a separate document to know what type of SLA the customer has (SLA1, SLA2 etc). There should be a way to easily see more information about the customer when creating a new ticket. You could for instance show an overlay of the Notes field when you mouse over the organisation field after choosing ...more »

Voting

29 votes

MSP Service Desk

Automatically Update {url} Tag with CNAME

Per a support request this feature is not available currently. I direct all my users to support.domain.com for consistency and put a CNAME/subdomain forwarder in DNS. When I put this into the configuration settings in ServiceDesk it does not automatically update the {url} tag and I am going to have to go in and manually update all the templates. Please make it so that the {url} tag can be dynamically updated based ...more »

Submitted by (@williamwhitneyiii)

Voting

44 votes

MSP Service Desk

Integration with Freshbooks

I would love to see integration with Freshbooks so that each time a ticket is closed the billable hours are put into the customers project hours so that the auto billing in freshbooks will pick it up and add it to the monthly billing automatically.

 

Currently I have to manually input the hours worked on a ticket into the customer project "work orders" and reference the ticket number.

Submitted by (@williamwhitneyiii)

Voting

20 votes