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.
I would like the possibility of a PUSH NOTIFICATION when new calls arrive. With this facility, in addition to being notified in real-time that arrived new called but also even if you are in a meeting is recorded there that arrived NEW CALLS
My main concern is a basic feature such a user who is not registered in the service desk emails the service desk for support but their ticket is not logged and they are not created as a user based on the domain they are emailing from. This is a basic feature that all service desks provide and one that is causing our service desk to miss tickets on a busy day. Its time consuming having to forward on the ticket, then several ...more »
It would be very useful if the customers had access in their client panel to the cost of the tickets. A suggestion is add the "time tracking " tab to the client panel.
I think it would be a good idea for when a ticket is closed the customers have an option to provide feedback. Not back into the ticket so it re-opens it but maybe a specific link which would reference their ticket and they can give some feedback on how they found the service.
Clients should be able to modify their users, view contracts, scheduled visits etc
It would be nice to have more options on how to break down RM alerts. E.g. Ability to set up a queue for every check type and so on. Allow us more power to organise tickets.
It would be amazing to have an AUTOMATIC Sync of the Ticket States from Servicedesk to RM.
Currently we have to trigger a "Fetch" from RM, manually syncing Tickets to RMs "Outages"
- this is just impracticable with a high amount of tickets
Please Re-Implement the Option to show / look at ALL QUEUES for all Tickets in Servicedesk.
I have no idea why Ticket loss is no issue for you.
GFI Service Desk deserves it own Active Campaign!
It would be great to submit ideas and follow ideas for Service Desk in its own thread.
We could truly benefit from the ability to edit tickets in Service Desk. Sometimes we may need to reword the original request, correct spelling, et al. Currently, the only way to correct a typo or significant error is to delete the ticket and recreate the entire ticket. This isn't a fun work-around.
Please make available a dashboard view with queue statics similar to the top of the current dashboard that doesn't need to a logon that would be suitable for displaying on a large screen display or TV for at a glance status of tickets, sla breaches etc.
Be nice to be able to customize the Statement of Work IE the date and time field format or a place to input mileage.
I would like to see proper support for HTML/CSS in the outgoing email templates in service desk. It's not easy to make a neat template that fits the graphic profile of our company without this. With the help of a more advanced template editor I feel that we can get closer to our customers.
I hope this happens,
I'd love to see an API for Service Desk. We'd like to automatically pull information from tickets and populate our job management system.