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
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 »
Would like to see the ability to set a default rate for time entries. When I go to add a time entry I have to select the drop down to pick a custom rate. I would like the ability to set custom rates per Customer.
Would like to see the ability to pull a report for ticket responses or an API call we can use to extract this data from MSP Service Desk.
My main concern is a basic feature such a user who is not registered in the service desk emails the service desk for support but their ticket is not logged and they are not created as a user based on the domain they are emailing from. This is a basic feature that all service desks provide and one that is causing our service desk to miss tickets on a busy day. Its time consuming having to forward on the ticket, then several ...more »
It would be nice to be able to create a report for tickets that are open for longer than x time. For example, if there is a ticket that has been open for more than 6 months, it would be nice to have an easy way of configuring this. The current report options are a little lackluster and could use more robustness.
A customer is emailing an issue and they are sending it to you directly and copying email@example.com. Which creates a ticket. You then reply to the customer and leave the copy in your email for firstname.lastname@example.org 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 »
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.
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.
At this moment when i request the virusscan details or the backup details i get all of the items. But I would like to be able to detect just the last scans or backups after the last time i requested this information. This can for example by change date/time to detect changes after the last received change.
Inside the "list_devices_at_client" adding state "maintenance". Now this is combined with "offline" but i would like to be able to see the difference to check if a server can be offline or it should be online.
At this moment the list_devices_at_client can be used to receive information about the features. But this is only of state installed yes/no. I would also like to see if the installation is: