MSP Service Desk

Service Desk: Improve customer feedback feature

For Service Desk ticketing product, customer has option to leave feedback when they receive a ticket update. Improve feature as follows:

 

1. Allow customer option to select if they want feedback to be anonymous, or not (presently it defaults to anonymous w/o option).

2. Allow admin to configure email notification for feedback, i.e. auto email to tech and/or tech's manager, etc.

Submitted by (@tropolis.group)

MSP Service Desk

Servicdesk Survey Customer feedback

Please consider improving the feedback rating for servicedesk calls (Maxdesk), the current one is not editable, cannot customize questions. my previous servicedes Manage-engine had one which worked great! a weekly report could be printed out and used at my meetings to discuss call quality and feedback..

example: https://www.surveymonkey.com/results/SM-VZ5N2S93/

Submitted by (@darren.hammond)

MSP Service Desk

Star Ratings & Reports

Can we please get some reporting options around the star rating & feedback system that the current release prompts our customers for. Being able to product reports or even schedule them weekly, monthly by customer or by agent showing tickets processed and the star ratings would be very useful. Being able to use the Service Desk to drill into an Agent and see the tickets with feedback and Stars but with some filtering ...more »

Submitted by (@davenic)

MSP Remote Monitoring & Management

Give positive feedback to user, not only negative

There are lots of alerts and notification options to inform the user that something is wrong. What we are missing is the possibility to give a positive feedback to the user on things that went right! E.g. notification mail which lists recently installed patches. This gives the user a calming sense of "everything is okay" and reminds them that something is done for what they pay for. I know at least one tool that does ...more »

Submitted by

MSP Remote Monitoring & Management

Add more info for "Hacker" check rather than just # of attempts

I notice that the DSC hacker check is able to report on the number of attempts that have occurred over the past 24 hours. However, it would be nice that the hacker check would show a summary of what user name(s) caused the authentication or login failure and associate that account with the number of attempted failures Also, it would be nice to see what time the failures have occured during the day. This would be ...more »

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