Currently, you can modify and save a ticket listing View by name, and even set it as Default, and further, you can select this View in the Dashboard screen, but the columns do not reflect your new column preferences. Please carry the column preferences for named Views over to the Dashboard screen.
MSP Service Desk
I'd like if possible a button to TEAMVIEWER like a TAKE CONTROL button on ACTIVE ASSETS. If you have a TEAMVIEWER active license.
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.
I would like the possibility of a PUSH NOTIFICATION when new calls arrive. With this facility, in addition to being notified in real-time that arrived new called but also even if you are in a meeting is recorded there that arrived NEW CALLS
Gostaria se possível a habilidade de pesquisar por usuário/e-mail no cadastro de um novo ticket para mobile como é possível na versão online. Principalmente em campo dificilmente você lembra do e-mail do cliente
Gostaria da possibilidade de uma PUSH NOTIFICATION quando novos chamados chegarem. Com essa facilidade, além de ser notificado em real-time que chegou novo chamado mas também mesmo que você esteja em uma reunião fica gravado lá que chegou NOVOS CHAMADOS
Please add 2 factor authentication to the login proces of Helpdesk manager.
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.
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.