MSP Manager

Ideas for MSP Manager

MSP Manager

Ticket Details missing when support request is submitted via ema

Ability for the details of support request from the body of the email message to appear in Ticket Details section. When we get the email notification in Outlook, Ticket details is blank and we have to actually go into MSP Manager Help desk portal to view the details of the problem in the 'Response' section instead. Some of our technician are out on the field checking the support request via their email on their cell ...more »

Submitted by (@aida.enriquez)

MSP Manager

Open API or some way to access our MSP Manager data

We are a data driven company as are many MSP providers out there are. Margins are generally small on contracts and efficiency is the key to success and profits. Currently reporting and exporting of data within MSP Manager is lacking badly and we have a hard time getting the data we need to provide customer facing reporting that meshes with our RMM and other solutions. I would like to see an open API, export options, ...more »

Submitted by (@abirchler)

MSP Manager

Ticket Status Updates from adding response, notes, time, etc

We are getting all of SLA breaches due to Technicians forgetting to update ticket status'. I think the problem is Techies are responding or working on a problem (so adding a response or timer) and theres no option to update the ticket status within the 'add' sections. You have to save then section and then edit the ticket its self to change the status. That ruins the workflow. What would also be good would be the status ...more »

Submitted by (@michael.cobden)

MSP Manager

Need to be able to change Default Service Plan on new customers

If we use Program Levels to assign and manage/update Service Plans, we should be able to set a default Program Level to be applied to new customers. Especially customers that are created initially in the RMM and get auto created in MSP Manager, this never gives us an option to assign anything, they just automatically get something called Default Service Item with zero rates.

Submitted by (@tech.ut)

MSP Manager

Allow for negative quantity on service items

The point of the negative quantity is to allow for a discount on a service item, discount that will be carried on the invoice.

There are cases when, even though billing is done based on integration with nCentral, the invoice has to show a discount, as negotiated via a contract. This all can be done in the accounting package but it kind'of defeats the purpose of being fully integrated.

Submitted by (@alex.savu)

MSP Manager

Edit running timers

It would be great to be able to modify the start times of running timers. Here's the scenarios: I arrive at a client site, start work, but forgot to start the timer. Or I switch tasks and forget to switch timers. If I start it now, I have to remember to go back after I close it and edit the time, which I will probably forget to do and end up not billing the time.

Submitted by (@stcallaghan)

MSP Manager

Utilize Queues

Would be great to see some further development around the queue function. Specifically 1) Ability to route incoming tickets to a particular queue based off a) Source - IE RMM tickets assigned to "RMM Queue" b) Mailbox - IE if email comes to sales mailbox, then go to "Sales queue", or support mailbox then go to "Support queue" 2) Ability to bulk assign tickets to a queue 3) Set SLA's based on queue the tickets ...more »

Submitted by (@elemist)

MSP Manager

Contract Alerts

We need alerts on things like Service Utilization, hours against projects and things like that. If we have an hour retainer contract, we need assigned users alerted when the contract is getting close, so that we know not to go over or talk with the client and so on. The manual way that you have to do it now is unacceptable to keep everyone up to date with things.

Submitted by (@melver)