We are getting all of SLA breaches due to Technicians forgetting to update ticket status'. I think the problem is Techies are responding or working on a problem (so adding a response or timer) and theres no option to update the ticket status within the 'add' sections. You have to save then section and then edit the ticket its self to change the status. That ruins the workflow. What would also be good would be the status ...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 »
I would like to be able to link tickets together. A sort of Parent/Child Relationship so that on larger tickets can have smaller tickets created & linked to... E.G. Ticket 1 is made to set up a new server, Ticket 1a is made for setting up server in the shop, install OS, Updates ect. Ticket 1b is made for deployment, Set up on site, join domain/network ect. Ticket 1c for role out, putting the server as active & remove ...more »
We'd like to be able to assign a procedure to a ticket. We would use it as a task list. We have already workflows in place for different tasks, for example, creating a new user. We need to create the user, create an email, assign the email to the user, assign correct GPOs, groups, etc. If we could just import a procedure (with checkboxes if possible) inside a ticket as task, we could standardize our service and we'd be ...more »
When a person is added to a ticket by email, it receives the original email sent and other one from the system, and that usually confuses that person. It would be very useful to have a template when a person is added to a ticket.
There would be an option to keep the ticket owner always in copy, even when other team member interacts in the ticket. And it should be set by default in my opinion.
It would be helpful if we can click a link in the ticket to jump to the Customer record.
There's contact information there that would be helpful to access in one click rather than having to click out of the ticket, by going to Customers and then searching for the customer record needed.
An ability to view ticket history while hovering over the ticket would be a great value by stemming the time it takes to document a ticket.
New Ticket require On Behalf of Email to be filled in.
How about an option in the settings to disallow the requirement?
As it is now, the email templates have tags you can use in the subject and tags you can use in the body, but you cannot use body tags in the subject and vice versa.
Tags should be made universal so that they can be used anywhere.