I feel like the ability to have keystrokes used to do things like bolding, italicizing, etc. are things that would be a nice quality of life change when making notes in cases, be it time entries, private notes, etc. It'd be a welcome addition to MSP's functionality.
Hi! I would be extremely useful to have a button for "New Ticket" or "Add a New Ticket" when looking at the customer on the dashboard. This would eliminate me from having to then click tickets and then choose "Add a ticket". The most common action when you open a customer's information is going to be to add a ticket, in my opinion. At a minimum, the option to add a ticket should be listed under the "ACTIONS" button. ...more »
When entering timings into a ticket such as start time and finish time, I've found the formatting to be a little bit too finicky. The need to specify whether it is AM or PM (not being able to just continue entering and have it pick up automatically), and that it seems to hate lack of spacing between the time and whether it is AM or PM is a l (8:30AM is invalid, where 8:30 AM is fine). The other aspect that I think would ...more »
We would like to schedule some tickets with a quarterly recurrence option - at the moment we have to pick monthly or annually for some tickets and this is not ideal. I note that the older "MSP Service Desk" had this option but this has not ported to "MSP Manager" which is disappointing.
Need to be able to change the starting number for service tickets. Right now, service ticket numbering starts at 1. My company is moving from another PSA software and we are already in the 2,000s with our ticketing number scheme. Since moving to MSP Manager our ticket numbers started over again at 1. We need the ability to adjust the ticket number start so that we can skip at least 2,000 ticket number and get us above ...more »
I would like to have a service that doesn't monitor anything but just creates a preset ticket on a recurring schedule. I would use this to standardize recurring maintenance tasks between devices. By using a service template for recurring maintence, I can ensure that all devices of a certain type and/or customer have the same maintenance schedule. Autotask does not do recurring tickets very well and offers no standardization ...more »
We also use our ticketing system for various tasks and to follow-up on some Internal business initiatives. It would be nice rather than having us as a customer, that we can turn up an Internal queue and track these tickets separately from our customer queues. We don't want them to show up in the general helpdesk view but be treated more like unassigned tickets queue. This way they are completely separate and allow us ...more »
There should be a check box that enables an "on leave" or "on holiday" mode for a user that redirects tickets to that user's backup user during that time. There should be an option for each user to select a user that is their backup for if the are on leave.
Similarly, when disabling a user, there should be an option to reassign their tickets and customers to another user.
All of my customers are in healthcare. In this industry (at least for my customers), Unique email addresses for each employee is not something. Instead, all employees hop around to various workstations to perform their tasks and unless they are at the front desk, email is not needed/used. That being said, with MSP Manager, when there is computer related issue, they can not easily create a ticket since they would all ...more »
It should be possible to reassign tickets and ticket requests to customers other that the auto-matched customer.
Maybe not for every user but certainly for administrative users.
The ticketing system in ServiceDesk is fairly straightforward, but it lacks a crucial feature for our remote support techs: the ability to start, add time to, and close a ticket from one screen. As it stands, techs have to go through a pretty lengthy form just to start the ticket, before they can begin entering notes on what they did to resolve the issue. This is necessary because sometimes we have back-to-back calls, ...more »
A report system where we can give clients a list of tickets that are closed as well as those that are still open. These reports should be deliverable on a weekly basis.