MSP Service Desk

Feedback for MSP Service Desk
(@bob.brooks)

MSP Service Desk

Support forms during ticket creation

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 »

(@seit01)

MSP Service Desk

Manually clear a Red Flag in active ticket

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 »

(@jet.mercado)

MSP Service Desk

Ability to create new email templates, rather than just edit

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.

(@sveint83)

MSP Service Desk

Customer's email address

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 :)

(@seit01)

MSP Service Desk

Custom Ticket Fields Display in Responses

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 »