MSP Service Desk

Feedback for MSP Service Desk
(@jon.sevigney)

MSP Service Desk

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.

(@azanoncello)

MSP Service Desk

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 »

(@abdul.sobur)

MSP Service Desk

New Users Registration

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 »

(@jimshu79)

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 »

(@tropolis.group)

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.