We are new to Service Desk and really missing some of the simple automation we've enjoyed previously regarding ticket management, and it appears to be down to a lack of functionality regarding Conditions. The most important need is a simple requirement: Apply on Update Condition: When the reporting user's email: IS EXTERNAL (IE not a member of staff) Action: Set the ticket sub-status to: Customer Note Added Ironically ...more »
we have at any given time, 100+ tickets open in our company. Sometimes it is hard to find tickets that customers/ticket owners have responded to. Would be nice to be able to have tickets that customers have responded to show up at the top. I know that there is a red flag, but this is assuming that you cleared all red flags. What do other people think about this?
There is currently no way to view images or other attachments to a service ticket. I get replies to tickets all the time and not being able to view them on my mobile is a royal pain, not to mention unprofessional given our industry.
Need more configuration abilities regarding Rules in the ServiceDesk.
Control is very limited and it would be great if there was more logic to the rules. Including but not limited to:
1. OR Logic on a ruleset
2. Duplicate any given rule
3. Sort rules by title
4. Send Users an email
5. Be able to differentiate between a workstation, server or other device
In the IOS Mobile app it would be much more effecient to be able to create a site visit or a ticket and add worked time at the same time. For example if I take a phone call that i am going to bill for i want to just add a ticket or site visit enter in the time i spent and save it and be done with it. Now i havce to fill out all the info then open up the site visit or ticket and then add the time to it. Even better would ...more »
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 »
Be able to view site details, users and notes section from the mobile app
When clicking on a customer contact / phone you're able to call the number. A useful feature would be to be able to click on the address of your customer contact and your IOS maps app will locate the address.
I'd like to see a more robust rule-set in the helpdesk portal. I'd like to search the subject/body/email address for strings to assign to the correct department/client or be able to assign a contract for the ticket that was created/etc.
I use RM and Service Desk, it makes sense for Max to incorporate the Max service desk icon into the list of available icons for system tray application.
1. Allow a subset of technicians who would be unable to see the time spent on a ticket: a. We want to share PSA with a client’s IT personnel; who would open tickets, work on them; close tickets or assign to MSP for resolution b. That subset would not be able to see the time spent on the ticket or the charges incurred 2. Is there a feature that exists would share notes on the tickets with MSP ...more »
Is it possible to view the Time Worked Entries in a ticket on the calendar on the day the time was worked? For example I want to create a ticket for "monthly labor" and every day I do something, might be once, might be 10 times a month, i want to see those individual time entries on the calendar view. Also would be good helpful to be able to merge tickets and merge the Time Worked from all tickets.