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 »
Allow alerts to be routed/configured per alert instead of all or nothing. For example, we may want to alert certain people for site/server overdue alerts indicating a possible site outage but would not want those people to receive all alerts.
At the moment most things are configured at the "Client" level which makes life difficult to do things for clients that have sites that are independently managed. To name but a few: Most reports including client inventory, critical events, fault history, software licence reports. Also be good to be able to assign site level permissions for view-only (would be good to have more levels of permissions as well). Site ...more »