MSP Manager

Ideas for MSP Manager

MSP Manager

Merging ticket requests: closed tickets must not be offered

When merging a ticket request into an existing ticket, this is done by a search field to find the appropriate ticket. But the search results include all closed tickets. This results in a performance breakdown. We have more than 10.000 closed tickets. If every ticket search goes through all tickets, MSPM becomes unavailable, the system gets a timeout or it takes a long time to display the search result. Closed tickets ...more »

Submitted by (@bertsux)

MSP Manager

Notes on MSP Manager App

When we use the app and add a 'note' onto a ticket, we don't have the option to copy in our tech teams email address to keep them updated. We can do this on the web page no problem.

 

The tech team came back and said add a 'contact' under each client - however we can only add the one email address onto 1 client, not the other 60 we have on the portal.

 

We need a solution please

 

thanks

Submitted by (@it247nw)

MSP Manager

Add Sensitivity: header handling for opt external email security

It would be a good idea to add an option to set / detect the email Sensitivity: header field. This is a RFC-standard field that is also settable in MS Outlook's Options dialog for example. This'd be the natural hook to trigger an external security solution, as in, set Sensitivity to higher than normal in the response generation to get encryption for outgoing mails. (In case you're discussing potentially sensitive or ...more »

Submitted by (@mnahkola)

MSP Manager

Signature and predefined ticket answers

Our staff needs customizable signatures when adding ticket responses. These signatures should be configured under the specific user settings.

 

Predefined ticket responses, selectable via drop down, would help a lot in communication with customers.

 

Both options have been availabe in the "old" ticket system "MAX DESK".

Submitted by (@bertsux)

MSP Manager

Payroll

MSP Manager tracks billable time for clients, but it would be nice to add a module to track each staff members working hours for payroll.

 

For instance, if a staff member works an 8 hour day, allow them to record their working hours for that day along with details of what work was performed. Then allow HR to export the data to QuickBooks to do payroll.

Submitted by (@skinneejoe)

MSP Manager

Add the phone number to a notification sent by MSP Manager

The phone number should be included in the email template that MSP Manager uses to send notifications when a ticket is assigned to a user. That way a user can just click on a link in the email to reach out to the customer without having to open the mobile app and navigate to the contact to find their phone number.

Submitted by (@alex.almasy)

MSP Manager

Assign contacts to multiple sites / branch offices of a customer

We have many customers who have their own IT staff, who is responsible for multiple sites / branch offices. If I create this contact at the HQ, it is not possible to assign this contact to a branch office though he is responsible for the branch office. In this scenario, I can not communicate whith the contact when working on a ticket that is assigned to a branch office. I would be a very good idea to make it possible ...more »

Submitted by (@bertsux)