i would like to see if from the active issues view, i select multiple devices and hit create ticket it would ask to make one ticket for all devices or separate ticket for each device. we use autotask.
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 configuring a Staff Agent to have access to specific Ticket Queues they can only see those queues. However, when Staff Agent goes to create a NEW ticket they can see ALL Ticket Queues from the drop down meaning the Staff Agent can assign the ticket to a Queue they do not have access to.
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 »
Would like the ability to choose email addresses from a drop down based on usage or the CC field should save email addresses used so when you start to type the email address in it shows up.
When a customer replies to a ticket, it is including the full HTML formatted original email response we sent to them. Although this may be handy in very rare circumstances, This adds huge bloat to the list of responses in the ticket view. Instead of having a single line reply from a customer there is the full response that we sent them in their reply pushing everything else way down the list. In the image below, it only ...more »
It would be great to allow multiple types of time entry to speed up ticket completion. Adding the ability for military time or periods, rather than the need to completely type out 10:15 AM. 1015 would be MUCH easier and quicker.
It would be great to be able to generate a report that show exactly how many tickets are opened by each client under a specific customer.
When we reply to an assigned ticket or start a timer on a ticket the status should change from Assigned to In-Progress. Likewise when we set the ticket on hold or pending customer reply and the customer replies it should be taken to a pending technician review status or something similar. We are still missing important messages since the system continues to e-mail us for the changes we put into the system, if we made ...more »
I would like to see a note added in a ticket when an action is taken on a ticket. By an action I mean a note to say who did what and when. The actions should include: Creating ticket, change of status, change of who is assigned to ticket, change of due date, change of priority, closure of ticket, re-opening ticket,etc. for a change in status or priority the not should state it was changed from _____ to _____ so that ...more »