MSP Manager

Ideas for MSP Manager

MSP Manager

Submitted by (@jrandall)

Returning to the same part of the page you left.

So your in a ticket queue and you select a ticket to make an entry or just to read the ticket details or notes. When you are done you hit the back button to return to the previous page. But you are not where you left off, you are at the top of this. And you have to go fishing for where you left off. This is very cumbersome, users should return to where they left off within the queue, or really any where.

MSP Manager

Submitted by (@b.wilson)

Sub msp manager instances for customers

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 »

MSP Manager

Submitted by (@alex.almasy)

Automatically assign PSA tickets to a queue in MSP Manager

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.

MSP Manager

Submitted by (@alex.almasy)

Parse through the data in the body of an email in MSP Manager

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.

MSP Manager

Submitted by (@hotline)

Appointments approval

Hello, When we use MSPM to schedule a meeting, the technician receives a notification from scheduler@mspmanager.com. Currently, approve this appointement will just give the technician a non-delivery notification. SolarWinds technical support told me this is a normal behaviour, as scheduler@mspmanager.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 »