MSP Service Desk

Increase Number of Conditions Available in Ticket Rules

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 »

Submitted by (@rupert)

MSP Service Desk

New Ticket Updates

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?

Submitted by (@rrkramer)

MSP Service Desk

More robust rule sets

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

Submitted by (@softsolutionsca)

MSP Service Desk

ServiceDesk Mobile Time Entry

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 »

Submitted by (@gman72)

MSP Service Desk

Modify contract service items to be non-taxable/taxable

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 »

Submitted by (@djones)

MSP Service Desk

Roles and Permissions Enhancements and Notes in SD

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 »

Submitted by (@rzayas)

MSP Service Desk

Option on how ServiceDesk "Time Worked" appears on Calendar

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.

Submitted by (@gman72)