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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.

MSP Service Desk

Submitted by (@strangy)

Add "Staff Name" tags for email template

Currently if staff make a comment in the ticketing system, only users that have the ticketing system open can see who made the comments. All of our staff onsite without ticketing system access only get emails and currently the emails do not advise whom made the comment. Please add Staff Name tags to the email templates.

MSP Service Desk

Submitted by (@azanoncello)

Bring Back Expanded Description Box in Chrome Support Portal

The description box and comment box when submitting a case to Solarwinds used to be expandable (Exactly like this description box can be in ideascale). You could grab the corner and expand the box making it easier to edit your descriptions and copy or paste error messages. The symbol is still in the corner of the text box however when you click to drag on it nothing changes. If you attempt to create a new idea here you ...more »