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MSP Service Desk

Submitted by (@seit01)

Manually clear a Red Flag in active ticket

This red flag is annoying and useless. If an open ticket receives any kind of a message from the client user it gets a red flag. Really? How many times does a user respond with a quick "Thanks", or "Sounds good"? This should not set off a RED FLAG! But okay, say it does...I should be able to just clear it in the Ticket Desk Admin interface. It is clear that the ticket is still open...I don't need another exclamation point ...more »

MSP Service Desk

Submitted by (@jet.mercado)

Ability to create new email templates, rather than just edit

At the moment, email templates cannot be added, rather the contents of the template can only be edited. It would be helpful if Admins can create their own custom template and have the capability to configure a rule for it.

eg : Be able to have a different closure email for tickets closed due to no response from customer.

MSP Service Desk

Submitted by (@sveint83)

Customer's email address

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 :)

MSP Service Desk

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.