MSP Service Desk

Feedback for MSP Service Desk

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 »

MSP Service Desk

Submitted by (@abdul.sobur)

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 »

MSP Service Desk

Submitted by (@jfarlow2005)

report for tickets open long time

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.

MSP Service Desk

Submitted by (@jimshu79)

Duplicate tickets being created during replies

A customer is emailing an issue and they are sending it to you directly and copying Which creates a ticket. You then reply to the customer and leave the copy in your email for 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 »

MSP Service Desk

Submitted by (

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.

MSP Service Desk

Submitted by (@patrick.modarelli)

New Ticket requests ticket queue drop down issue

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.