MSP Service Desk

Feedback for MSP Service Desk

MSP Service Desk

Duplicate tickets being created during replies

A customer is emailing an issue and they are sending it to you directly and copying ccs_helpdesk@cobancomputers.com. Which creates a ticket. You then reply to the customer and leave the copy in your email for ccs_helpdesk@cobancomputers.com which then creates a second ticket. HDM should be smart enough to read the subject line and understand that the reply is part of the original ticket and append to the ticket rather ...more »

Submitted by (@jimshu79)

MSP Service Desk

Service Desk: Improve customer feedback feature

For Service Desk ticketing product, customer has option to leave feedback when they receive a ticket update. Improve feature as follows:

 

1. Allow customer option to select if they want feedback to be anonymous, or not (presently it defaults to anonymous w/o option).

2. Allow admin to configure email notification for feedback, i.e. auto email to tech and/or tech's manager, etc.

Submitted by (@tropolis.group)

MSP Service Desk

New Ticket requests ticket queue drop down issue

When configuring a Staff Agent to have access to specific Ticket Queues they can only see those queues. However, when Staff Agent goes to create a NEW ticket they can see ALL Ticket Queues from the drop down meaning the Staff Agent can assign the ticket to a Queue they do not have access to.

Submitted by (@patrick.modarelli)

MSP Service Desk

API Query posibility

I would like to make it possible to combine and filter data based on a query. For example receiving all information about:

- Client

- Site

- Device

- Device features

- Device backups

- Device virus

 

So i can determ my own columns and filters. Make it possible to load all colulmns and values instead of installed vs not-installed i would like to be able to see all other states like, failed, pending, etc.

Submitted by (@josjr87)

MSP Service Desk

Customisation of Ticket Views

I understand that you can create custom views, and save them as "My saved views", and that you can also add additional columns to the ticket view. However, additional columns are lost when you change views, refresh the page, etc. and it is tedious to set them each time. I would also imagine that most people use their own custom views more than the default views in the system. It would be really helpful if we could ...more »

Submitted by (@andyw2000)