Ability for the details of support request from the body of the email message to appear in Ticket Details section. When we get the email notification in Outlook, Ticket details is blank and we have to actually go into MSP Manager Help desk portal to view the details of the problem in the 'Response' section instead. Some of our technician are out on the field checking the support request via their email on their cell ...more »
Need the ability to customize the Ticket Views layout to set as a either a default homepage layout or user's customized homepage by selecting the fields they wish to appear in the view or by selecting the view per customer or all customer..
We are a data driven company as are many MSP providers out there are. Margins are generally small on contracts and efficiency is the key to success and profits. Currently reporting and exporting of data within MSP Manager is lacking badly and we have a hard time getting the data we need to provide customer facing reporting that meshes with our RMM and other solutions. I would like to see an open API, export options, ...more »
We are getting all of SLA breaches due to Technicians forgetting to update ticket status'. I think the problem is Techies are responding or working on a problem (so adding a response or timer) and theres no option to update the ticket status within the 'add' sections. You have to save then section and then edit the ticket its self to change the status. That ruins the workflow. What would also be good would be the status ...more »
If we use Program Levels to assign and manage/update Service Plans, we should be able to set a default Program Level to be applied to new customers. Especially customers that are created initially in the RMM and get auto created in MSP Manager, this never gives us an option to assign anything, they just automatically get something called Default Service Item with zero rates.
The point of the negative quantity is to allow for a discount on a service item, discount that will be carried on the invoice.
There are cases when, even though billing is done based on integration with nCentral, the invoice has to show a discount, as negotiated via a contract. This all can be done in the accounting package but it kind'of defeats the purpose of being fully integrated.
It would be great to be able to modify the start times of running timers. Here's the scenarios: I arrive at a client site, start work, but forgot to start the timer. Or I switch tasks and forget to switch timers. If I start it now, I have to remember to go back after I close it and edit the time, which I will probably forget to do and end up not billing the time.
Would be great to see some further development around the queue function. Specifically 1) Ability to route incoming tickets to a particular queue based off a) Source - IE RMM tickets assigned to "RMM Queue" b) Mailbox - IE if email comes to sales mailbox, then go to "Sales queue", or support mailbox then go to "Support queue" 2) Ability to bulk assign tickets to a queue 3) Set SLA's based on queue the tickets ...more »
Need a way to handle customers that have multiple divisions/companies with different domains (.com). They need to be linked or have multiple domains associated with a single customer, but separate billing for the divisions.
Regarding MSP Manager's login, we would like to see at least a secondary method to verify authentication on the technician's side of the product.
We need alerts on things like Service Utilization, hours against projects and things like that. If we have an hour retainer contract, we need assigned users alerted when the contract is getting close, so that we know not to go over or talk with the client and so on. The manual way that you have to do it now is unacceptable to keep everyone up to date with things.