MSP Manager

Remaining contract hours

Hello, In MSP Manager, there is a menu where we can see how much remaining hours clients get on their contract. It would be nice to show a client how much hours he has left on his contract, via the GUI or via a report. Can we get a feature like this? Because right now if we want to let the customer this information it's all of a manual process. If we want to do this for all of our clients, it can be time consuming. ...more »


11 votes

MSP Manager

Limit Service Item

It would be great to see a feature added that either lets us 'cap' a service item to stop the client going over their contract, or even set a 'notification level' which notifies the customer once they are at a certain percentage of the allotted service item.

It seems odd that there is no such feature yet, as this is basic functionality of a helpdesk system that would come in really handy.


MSP N-central

Autotask - use Parent Account Contract

In Autotask, many of our Accounts are children of another account. The Child account may not have a Contract of its own, but instead utilizes the Parent Account's contract. We are unable to assign the Parent Account contract in N-Central mapping. Please allow us to choose the Parent Account's contracts in customer mappings.


1 vote

MSP Service Desk

Create Multiple SLA Levels - Set SLA Level per Customer/Contract

We sell different plans for customers, some need 8x5x6 and others 24x7x4. Service Desk treat both as equals, and that leads to bad SLA warning and breachs, hard to choose right priority. I think its a must to be able to create multiple SLA Levels and set the right SLA for Customer and/or Contract. Rules should consider SLA Levels too..


MSP Service Desk

Modify contract service items to be non-taxable/taxable

Currently all service items are considered "Cost Items" when being invoiced to Quickbooks. This means that they are modified by the "Apply sales tax to cost items" within Quickbooks integration settings. However, not all service items which are part of a contract are designed to be taxed to the billed client whereas cost items added to a ticket would be. The resolution for this would be to set a separate category for ...more »


MSP Service Desk

More Contract Options

We need more options for setting up contracts in Service Desk. Currently the only option is for block hours. I would be really handy to have options for block of money and block of tickets. I have maintenance contracts that have limits on the amount of money the client can spend because it is subsidized by government funds and it is really important that I have an accurate account of how all the money is spent. It ...more »


23 votes

MSP Service Desk

MaxDesk Ideas

1. Adding criteria to SLA to choose 'contract' customers 2. Option of adding more than one attachment to new tickets and responses 3. More text formatting options including highlighting, colours, etc. Response windows are still clunky and freeze 4. When closing a ticket, the opinion to print the invoice there and then 5. When viewing old tickets under the 'customer' to see the ticket close dates 6. When time tracking, ...more »


MSP Remote Monitoring & Management

delete check or device by time

It would be awesome to be able to delte checks or even devices/customers out of the dashboard by time! If a reseller has a maintenance agreement with a customer and this contract will run out on the last day of the month, you could simply set the date in the settings to delete him from the dashboard...or if a package of your maintenance for your customer is changed into a smaller one (with less checks) you can set the ...more »