MSP Manager

Ideas for MSP Manager
(@alex.almasy)

MSP Manager

Automatically assign PSA tickets to a queue in MSP Manager

There should be an option to have tickets that are created from a source such as the PSA integration to a queue in MSP Manager. Without it there is not a way to see which tickets have been created from an alert or outage as opposed to those that have been sent in from a customer as a request for support. This can cause a delay in the response time to the customer as the ticket might not be seen.

Voting

20 votes
(@matthew.miller)

MSP Manager

Custom fields within assets

It would be very nice to have the adability to add custom fields for assets. Right now it seems as though you are restricted to the fields that are listed. The fields should change based on the systems type (i.e. this set of fields if the asset is a desktop; a different set of fields if the asset is a router). I am moving from ConnectWise Manage and this sort of customization was available and was EXTREMELY useful. ...more »

Voting

6 votes
(@michael.cobden)

MSP Manager

RMM Integration - more PSA integration options

Hi,

We use RMM and MSP Manager. There seems to be a lack of configuration for the integration to MSP Manager. I would like more options of what and how tickets get created. For example, we have our site and devices in RMM to monitor and test on our own Servers and Lab. I would like the option to exclude these from creating tickets in MSP Manager.

 

Thanks

Voting

5 votes
(@tpainter)

MSP Manager

Ticket Routing - Assign Customers to a Queue

The ability to assign a customer to a queue would be nice. MSP Manager should send the queue resources a notification that a ticket has been placed in their respective queue. Currently AutoTask has the functionality and we utilize a territory field. Each customer is assigned a territory and then the workflow rule is setup to route customer with x territory to the x queue and the customers with the y territory to the ...more »

Voting

4 votes
(@matteo.zucconi)

MSP Manager

Create custom rules for automatic ticket management.

It would be useful to be able to make rules for ticket management based on the mail that comes from or the content of the title or queue to which a ticket is assigned. When a ticket arrives on certain topics you may want to answer automatically using a template or email someone outside the company. A ticket can be assigned to a different user than the default one for that customer if the latter has scheduled activities ...more »

Voting

13 votes
(@wneira)

MSP Manager

Ticket Management

can you make it so when you scroll down through tickets, select a ticket to view.. when you click back, please make it so goes back to the section you scrolled down too. its rather annoying to always have to scroll back down to where i left off especially when there is 125 tickets open 🙂

Voting

28 votes