This may be a rock in the sky or a freaking brilliant idea! Imagine a "Trello" look-a-like or why not an integration between? Imagine a Kanban board totally synchronized with MSP Manager, allowing technicians to easily see when and who's working on which task, a possibility to split a ticket into two tasks shared between two co-workers for example.. Imagine a graphical kanban flow for MSP Manager system.. I would bet ...more »
Right now you can only choose a TO address in a new response for contacts if the Location is chosen in the ticket. In order to view all Locations and all contacts you have to leave the Location field in a ticket blank. I would like to see the ability to view all contacts regardless of which Location is selected.
When merging a ticket request into an existing ticket, this is done by a search field to find the appropriate ticket. But the search results include all closed tickets. This results in a performance breakdown. We have more than 10.000 closed tickets. If every ticket search goes through all tickets, MSPM becomes unavailable, the system gets a timeout or it takes a long time to display the search result. Closed tickets ...more »
There should be a way to set the retrieval time for an IMAP mailbox in MSP Manager. By default it takes too long for the emails to be turned in to tickets so there needs to be a way to have MSP Manager check for mail more often.
When we use the app and add a 'note' onto a ticket, we don't have the option to copy in our tech teams email address to keep them updated. We can do this on the web page no problem.
The tech team came back and said add a 'contact' under each client - however we can only add the one email address onto 1 client, not the other 60 we have on the portal.
We need a solution please
It would be a good idea to add an option to set / detect the email Sensitivity: header field. This is a RFC-standard field that is also settable in MS Outlook's Options dialog for example. This'd be the natural hook to trigger an external security solution, as in, set Sensitivity to higher than normal in the response generation to get encryption for outgoing mails. (In case you're discussing potentially sensitive or ...more »
When creating a appointment in MSP Manager, it would be beneficial to have the schedule have a fortnightly option. At the present moment there is only weekly and monthly and it seems like an easy enough fix to have fortnightly added.
Our staff needs customizable signatures when adding ticket responses. These signatures should be configured under the specific user settings.
Predefined ticket responses, selectable via drop down, would help a lot in communication with customers.
Both options have been availabe in the "old" ticket system "MAX DESK".
There should be an option in MSP Manager to have a ticket automatically close after a set time period. The option was available in Service Desk and is in most ticketing systems.
MSP Manager tracks billable time for clients, but it would be nice to add a module to track each staff members working hours for payroll.
For instance, if a staff member works an 8 hour day, allow them to record their working hours for that day along with details of what work was performed. Then allow HR to export the data to QuickBooks to do payroll.
The phone number should be included in the email template that MSP Manager uses to send notifications when a ticket is assigned to a user. That way a user can just click on a link in the email to reach out to the customer without having to open the mobile app and navigate to the contact to find their phone number.
Ticket Routing Rules should include a option to route inbound email tickets to a specific queue