There should be an option to filter the Ticket View in Service Desk with a Custom Field.
MSP Service Desk
We are in need of a "Form" to have staff fill out for one of our Queues. we would like to use this to aid us in the requisition process and a simple form with multiple dropdown and fields would be a highly used for requesting items by different codes we use in our organization. It would be a form that would be filled out during the initial ticket creation process on the user portal. It could also be edited to support ...more »
There should be to configure the from address for scheduled Ticket Activity Reports. For compliance reasons it may be necessary to have the reports sent to a specific address
This red flag is annoying and useless. If an open ticket receives any kind of a message from the client user it gets a red flag. Really? How many times does a user respond with a quick "Thanks", or "Sounds good"? This should not set off a RED FLAG! But okay, say it does...I should be able to just clear it in the Ticket Desk Admin interface. It is clear that the ticket is still open...I don't need another exclamation point ...more »
At the moment, email templates cannot be added, rather the contents of the template can only be edited. It would be helpful if Admins can create their own custom template and have the capability to configure a rule for it.
eg : Be able to have a different closure email for tickets closed due to no response from customer.
I would if possible the ability to search by user / email in the registration of a new ticket for mobile as it is possible in the online version. Especially in the field you hardly remember the customer email.
This should be easy...display the KB document ID number so that support personnel can provide it to Users to help resolve tickets.
If a ticket can be resolved by providing a KB article, I should be able to insert a reference or link to it in my ticket response. This is not complicated.
Would like to see that ability to not allow certain Staff Agents the ability to re-assign tickets.
Re send the email response, which customers receive when sending email to the serice desk. Often the email comes from a web form, and then the server's domain is the sender. And then I have to change this and the result is that the customer does not get his automatic response.
Perhaps even better, if the answer is the address, can be registered as the customer's address, then the problem is solved :)
We'd like to set up a Custom Ticket field that gets included in at least the initial ticket response if not all of them. For example, a ticket may request Out-of-Scope services. A custom field could be created that continues to remind the customer throughout the ticket correspondence that these services are, or may, be billable outside the scope of the fixed fee arrangement. This field should also be available as a ...more »
Currently, you can actually paste an image into a response using the web interface, but it does not get sent with the response. Worse, it looks like our attempt to illustrate with images worked, but then the images are just ignored by the system.
Also, why can't this editor provide for text color options?