We have a requirement for customers we support to provide there IT team with the same helpdesk as ourselves. However we would need them to be able to have there own helpdesk area with the ability to escalate tickets to our helpdesk but the original ticket remain in there helpdesk area. The customer helpdesk needs to have the ability to utiize there own mailbox for support requests sent to there team and also use the ...more »
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.
When entering time entries on a ticket via the Android app, it would be great if new sentences would be auto-capitalized. It's surprisingly cumbersome having to use Shift all the time.
Reports in MSP Manager should show who created a ticket. The report should include all fields that have been entered in at ticket such as Contacts..
Switching from other systems, having already open deals with non-rounded retainer hours, or just companies not buying whole numbers should be allowed to be supported.
Having to account for extra hours in excel or recorded somewhere else defeats the purpose of an integrated solution sometimes!!
Add the ability to search by part of an asset's name, either with a wildcard character or not.
Example: Typing in the asset search '003' or '*003' instead of 'Desktop003' if assets are named like this:
MSP Manager should automatically parse through the content of an email to look for a customer name. It can be done by adding a Workflow Rule but should do so without having to add a rule. By searching the body the ticket could be more accurately assigned to the correct customer and then the correct queue or user.
There should be an option in the MSP Manager Roles to limit access to Passwords and Procedures. There are times when a tech should not be allowed to view that information.
Ability to edit the format of the email that goes out when a customer contact is given portal access. The default one looks very dodgy to many savvy users. Would be good to be able to customise it, even include the company branded logo by default, to make it look more legitimate.
Hello, When we use MSPM to schedule a meeting, the technician receives a notification from firstname.lastname@example.org. Currently, approve this appointement will just give the technician a non-delivery notification. SolarWinds technical support told me this is a normal behaviour, as email@example.com is in fact a noreply address. So it leads me to this support request, it would be nice to be able to approve or ...more »
Within the follow-up email template, when a staff agent adds a reply it adds the sender adress and the agent name as well. This is really nice, is it possible to get a variable like this to integrate within other templates like the closing template?
There should be an option in MSP Manager to bill by Location. Even though the locations may be under one company they can each have their own accounting department and need to be billed separately.