would be handy to know what customer msp manager had a note added to it currently the email just says ticket number and subject.
Color coding for ticket status, to make at-a-glance checking easier similar to what is done for ticket priorities.
Add a "General notes" section in knowledge and the customer dash.
This would allow adding notes that relate to the customer and not a specific ticket, network, or proceedure.
Add a "quick add" button/dropdown at the top right of all (or most) screens, that allows you to add any item to any client.
Example: Create New Ticket, Create New Password, Create New Asset, Create New Procedure - etc
An easy example would be when updating a ticket, one might want to add a new password, or a new asset, but not have to leave the ticket and navigate to the client, to the sub-menu and then add.
Add the ability to see in the Helpdesk ticket view which tickets have had an unread response added by a customer.
Alternatively allow showing which tickets' last entry was and end user response.
When all assigned users are removed from a ticket the ticket should be changed to "unassigned" status.
Currently when a ticket is assigned but no tech is associated it does not appear in either the "My Open Tickets" view or in the "Unassigned tickets" view, thus it is possible for the ticket to get lost in the 'cracks'.
Allow the ability to move time entries from one ticket to another.
Allow the ability to create contacts at the customer level for employers that move from site to site.
In addition allow associating any contact to a ticket that is logged to a site.
Would like to see a tab for contacts. This should allow to view every contact in MSP Manager, sort/search by company, number, address, ect.
We would like the Knowledge Base to allow attachments.
Posted on behalf of MSP Manager Customer:
Please can we include the ability to set a 'custom' auto reply to a customer when they submit a ticket request?
At the moment there only seems to be an option to 'notify the customer' when they submit a ticket.
Would like the ability to create procedure templates the same way that you can create service item templates. This could be useful for Clients that have similar procedures that have 1 or 2 fundamental changes but overall are the same. This would minimise the amount of time spent copying and pasting the same procedure into multiple client records.
I am looking to search a ticket by the end user that emailed it in.
It would be a lot easier and quicker to enter time in 24 hours instead of having to exactly space and capitalize AM and PM all of the time. The time logs show in 24 hours, why can't the start and end times?
I would like the ability to select which tickets to Bill when running a billing batch rather than having to go back and change tickets to not completed in order to exclude tickets from billing within a service item.