In Service Desk I can to assign SLA by queue and it allows more control to manage SLA on the tickets, because some tickets of the customer require a different SLA.
It would be helpful to be able to move queues around in a specific order when/after being created. Right now, there seems to be no order... the last queue I created is at the top of the list but others are at the bottom... they are not alphabetical either.
It would be helpful if there were reports that could be run to show tickets in each queue... whether this is a whole new report; or just the option to display Queue in existing reports.
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 »
The ability to assign a customer to a queue would be nice. MSP Manager should send the queue resources a notification that a ticket has been placed in their respective queue. Currently AutoTask has the functionality and we utilize a territory field. Each customer is assigned a territory and then the workflow rule is setup to route customer with x territory to the x queue and the customers with the y territory to the ...more »
In Kaseya if we pushed out a procedure (read scheduled task) to a bunch of machines we could tell it to queue the machines over a time frame (say 4 hours) so that you didn't have 50 machines all trying to access the same file share at the same time with the same credentials. Currently when we try to run any scheduled tasks that require copying a file from a customer's file share we have to set up several small groups ...more »
When setting up queues, it would be most helpful if we could assign customer to unknown email addresses based on the specific Queue. For example, i create a queue for certain customer and only that customer. I have techs assigned to some customers but not all. I want all incoming emails to this queue to create tickets assigned to the customer of my choice using the rules. This way techs can be restricted and see the ...more »
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.
We need the ability to change some of the default “helper text / tool tip text” for tickets. For example, in the customer portal, when a customer goes into the "submit ticket" section. For the Description text box is just says "describe the problem." This needs to be customizable by us partners. I'd like mine to say "Please describe the issue and what troubleshooting steps you have already taken." For different ...more »
We have jobs that overlap with multiple TB per job, so it would be super beneficial if the Queue size did not max out at 10240 GB.
When a staff agent is restricted to certain customers, they should still be able to see all tickets in the queue they have access to that don't have a customer identified in the ticket. Presently, they only see tickets that have a customer identified that they have restricted to. I can't restrict staff to certain customers to stop them from seeing other customer information in the other parts of the service desk, if ...more »