Ticket statuses should move from "In Progress" to "Awaiting Response" when a tech has responded, but a client response is needed to proceed. It would be great for clients also, to see what needs their attention. There should be an option to have this occur automatically when a tech responds to a case.
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).
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 🙂
We absolutely need better reporting options, to ever match the reporting options of many other PSA's.
For example, how many tickets came in that were high priority? What tickets were of a specific ticket issue type? What is the average time to close tickets?
It would be great to be able to search the knowledgebase, often procedure and notes are valid on multiple clients rather than an individual one but you wouldn't always have had a doc created for every client.
Would like the ability to create procedure templates the same way that you can create service item templates. This could be useful for Clients that have similar procedures that have 1 or 2 fundamental changes but overall are the same. This would minimise the amount of time spent copying and pasting the same procedure into multiple client records.
Add a "General notes" section in knowledge and the customer dash.
This would allow adding notes that relate to the customer and not a specific ticket, network, or proceedure.