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 »
MSP Service Desk
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.
It would be very useful if the customers had access in their client panel to the cost of the tickets. A suggestion is add the "time tracking " tab to the client panel.
Possibilidade de questionário que está configurado como obrigatório, seja excluído de um determinado grupo de pc's ou utilizadores/departamentos.
I understand that you can create custom views, and save them as "My saved views", and that you can also add additional columns to the ticket view. However, additional columns are lost when you change views, refresh the page, etc. and it is tedious to set them each time. I would also imagine that most people use their own custom views more than the default views in the system. It would be really helpful if we could ...more »
Currently on the ticket header we have headings like ID, Requested, Requested By, Alerts, etc. We would like to be able to add Phone Number to the header and that is not an available choice.