MSP Manager should have the ability to export to sub items in QuickBooks Online. Without the ability to do so changes have to be made in QuickBooks in order to invoice a customer correctly;
Add a new section or add in section for ticket views to break down open calls, unassigned tickets across all customers showing the amount for each customer, would be very useful for team leaders or managers
When creating a ticket against a client, automatically fill in the Contacts field with the Primary POC that is set for that client.
Currently MSP Manager default ticket filters are "Assigned, In progress and On Hold"
Need to have an option to change the default filters and save the changes so the next time a user logs in the modified defaults are set.
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.
It would be very useful (and I think very easy) to be able to customise the 5 tile buttons that sit below the "my stats" section on "My Dashboard"
Specifically being able to add things like "unassigned tickets" or "My open tickets" etc.
Being able to customise this per user would be very helpful.
Ticket Routing Rules should include a option to route inbound email tickets to a specific queue
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 »
MSP Manager should be able to route tickets based on the email address that is used to submit tickets. Since more than one email address can be used for the mailbox there should be a way to route tickets from each email address. It would greatly help organize email tickets that are created.
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.
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 »
We really need a way to backup passwords stored in MSP Manager. We are hesitant to put passwords in any cloud service if it does not have a way to back up the passwords. It would also be great to backup the customer data. (just give me a database dump so i have SOMETHING).
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 »
Clients sometimes ask for their Procedures and Passwords. We need the ability to be able to export them so the business owners can have a copy of their IT documents.
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 🙂