When editing the "When a ticket request is received" template, there needs to be variable for the Ticket Request URL so we can include the URL on the notification email.
Would love for the ticket processing system to mark items as read once it's processed them. (We have a number of "Utility" mailboxes and the automatic processes that monitor them mark them as read once the system has worked on them - would be great if MSP did that, even as a checkbox option on ticket mailbox setup). Options: - mark email as read - delete email once processed - move processed email to another folder ...more »
Recent Ticket Data Limit – 3 Days is too short With NCentral integrated with ConnectWise, the NCentral “Create Ticket” options are available for a device. Tickets created via NCentral will then show up in the “Recent Tickets” list for that device. However, these tickets shall only appear for three (3) days. A ticket not updated for three days will be removed from the list and placed back if updated. Three days is not ...more »
The idea behind this would be to edit the main important fields within a ticket from a quick pull-down menu - so you dont have to go into the ticket fully.
This would speed things up significantly for our staff.
Fields to include would be as follows :
-Time (important one)
I would like to be able to associate a pre-defined task list template with a recurring ticket so that I don't have to manually create the task list every time the recurring ticket is created.
We have many clients that also have some in house IT. We would like to offer a "co-managed" ticketing system to these clients. Basically, if we could allow designated users at the client to create, edit, and close tickets this would be great. They should not be able to see our private comments on tickets. Also, we should be able to exclude "co-managed" tickets from reports if desired. EDIT: The best approach to this ...more »
We would like to create a problem ticket in MSP Manager. Now each ticket shows up as its own, creating a mess inside the Ticket View.
We would like to select multiple tickets and then connect them to a problem. Fill in priority, users to notify, status, response and subject.
It would be very useful if the customers had access in their client panel to the cost of the tickets. A suggestion is add the "time tracking " tab to the client panel.
Currently it is required for a customer to have an existing account to create tickets. Make it possible for customer without existing accounts to create tickets and put them in Ticket Requests as is done with emails coming in from unknown senders. And use a ReCaptcha to counter spam.
We really need to be able to edit or add our own Ticket Status'. The default ones are good, but we are looking to add one called 'Awaiting Customer' that puts the SLA on hold.
I must admit, I am a little surprised this feature isnt already available.
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 »
Currently on the ticket header we have headings like ID, Requested, Requested By, Alerts, etc. We would like to be able to add Phone Number to the header and that is not an available choice.