I was just trying to find why a ticket was showing as billed but I could not find it in billing. What had happened is my tech changed the customer name from their contact name to their company name after it was billed. Lookin at the ticket time entries the only indication that they were billed was the "$billed" lablel in the header. No indication of when it was billed or the batch name. It would be good if it had "$billed ...more »
Need a filter where i can see all tickets which clients add a response even for closed tickets.
And if a client will respond to a closed ticket it should reopen.
MSP Manager should be able to connect to a shared mailbox in Office 365. Without the feature a shared mailbox that is already being used to submit tickets cannot be used.
We are adding different services, and we've found the contract length is restricted to 10 years or less. Can this be changed so it has no restriction?
You can specifically assign assets and tasks to a ticket, it would be great if you could also specifically assign the passwords, procedures and contacts that are relevant to a ticket. Also, it would be nice if there was a way to assign passwords and procedures that were "global" to the system, not just specific to a client to a ticket. Our techs may need to login to a web portal where we manage many of our clients, so ...more »
It would be great if we could pin certain procedures to a clients dashboard. Just the title could show with a link to the article. This would be helpful for certain procedures that are important to a customer but difficult for techs to remember. If they are pinned they'll stand out more readily.
We have many clients that also have some in house IT. We would like to offer a "co-managed" ticketing system to these clients. Basically, if we could allow designated users at the client to create, edit, and close tickets this would be great. They should not be able to see our private comments on tickets. Also, we should be able to exclude "co-managed" tickets from reports if desired. EDIT: The best approach to this ...more »
Tickets in MSP Manager should be searchable with out having to clear filters or enter a # before the ticket number. By default a filter is selected and unless the correct one is selected (or all filters are cleared) no results are found. It is very confusing as even searching for known tickets provides no results,
It would be Awesome if when I client responds to a ticket via email that the incoming response would be trimmed by the system such that just their latest response would be added to the ticket rather than everything that came before it PLUS their latest response. The client will not trim their message even when prompted so this would naturally need to be an automated thing to happen as responses are added to the ticket. ...more »
Would be nice to have option to delete rate template without impacting existing tickets and time entrances. Support suggested going through every ticket and update rate template to new ones and then delete old rate template. Deleting rate template at the moment could end up deleting ticket or time entrances where it has been used. Removing the rate template from service plan would also end up with data loss according ...more »
We fill out the ticket issue type field and have realized that this doesn't appear to have any way to cross reference in a lookup or report. I was hoping to view tickets and sort by issue type or generate a report based on issue types. Without, what is the point of the issue types?
It would be helpful to have the Linux Agent monitor for SSH sessions closed by typing 'exit' within the session.
This would improve the cleanup of zombie processes.