There should be an option to have a default tech automatically assigned to a ticket when manually creating a ticket. Quite often the same techs need to be assigned to the same customers so there should be way to have the tech automatically populated when manually creating a ticket.
If we paste text into the Procedures we are basically unable to change the font color and size.
The work around is taking the text you have, pasting it in Word then choosing the paste option, Keep Text Only, and make your edits then paste back into Procedures. That's a lot of work.
I would like some more options in MSP Manager. 1. The colours for the techs are too close together in some cases. Being able to select my own colours for the techs would be helpful. 2. If I move or delete an appointment, many other appointments will shift around. It would be so much better if each tech had his own column so that all of their calls would line up. This would make the colours for the techs redundant. 3. ...more »
There should be an option to turn off the notifications that are sent when an appointment in MSP Manager is created or changed. If there are constant changes with the schedule it will cause a high amount of emails to be sent.
In web protection right now if you want to blacklist a site you have to add it across multiple policies.
Can we have another section where there is a global blacklist in addition to individual policies, as right now if i need to blacklist a high risk site you have to go to each policy and add it
We need to be able to see what a tech has completed for the week. This would include tickets in any status that have time associated with them. This would help in calculating tech utilization for the week. As it is now there is a report that shows "Completed" work, but what if the tech has a ticket he has been working on for a few weeks, need to capture the time for each week regardless of the ticket status. I know ...more »
It would be great to see a feature added that either lets us 'cap' a service item to stop the client going over their contract, or even set a 'notification level' which notifies the customer once they are at a certain percentage of the allotted service item.
It seems odd that there is no such feature yet, as this is basic functionality of a helpdesk system that would come in really handy.
When end users/clients log in to the customer portal, if they have no tickets in their current view then the text says:
'There is no tickets to display.'
can this be changed to:
'There are no tickets to display.'
so its grammatically correct and looks more professional?
When responding to tickets I think it should automatically add the ticket logger to the respond to.
It should work as an email system where you can just reply to the ticket logger.
We use our ticketing system not only for N-Central but for other products we sell as well so we cannot add all the contacts of people logging tickets.
If a user creates a ticket and/or adds attachments, responses, etc, that they appear as a contact when you actually try to respond?
That I have to go dig up the email address to respond to the guy that just attached pictures to the ticket is an extra step that we should not have to make.
I would like the ability in the search for companies list to also search by Contact! Some of my employees never remember what company a certain caller works at and having the ability to search by Contact as well as Company would be a huge help!
There should be an option in MSP Manager to not send a notification when an appointment is deleted. Another method may be used to notify techs so it might not be necessary to have one sent from MSP Manager.