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.
MSP Service Desk
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:
I would like to make it possible to combine and filter data based on a query. For example receiving all information about:
- 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.
Would like the ability to choose email addresses from a drop down based on usage or the CC field should save email addresses used so when you start to type the email address in it shows up.