MSP Manager

Add "new ticket/add a new ticket" button when on dashboard

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 »

Submitted by (@matthew.miller)

MSP Service Desk

New Ticket requests ticket queue drop down issue

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.

Submitted by (@patrick.modarelli)

MSP Manager

Auto-Correct Date/Time Entries

It's a bit time consuming to have to make sure that my date/time entries are *perfect* when enter them anywhere. For example, if I enter "3/13/2018 12 PM" it say's it's invalid. Or if I enter "3/13/2018 12:32PM" (missing a space), it says it's invalid. I also can't leave off the AM/PM, or else it's invalid. Most websites use just a little bit of JavaScript to parse a date/time entry to convert a "common sense" (so-to-speak) ...more »

Submitted by (@ben.dvs)

MSP Manager

Improve formatting in the Time fields

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 »

Submitted by (@mclscott)

MSP Manager

Ticket responses to not include Ticket email

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 »

Submitted by (@wilkinsit)

MSP Manager

Change Ticket Statuses Based On Rules

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 »

Submitted by (@swampfox)

MSP Manager

Audit entries in tickets

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 »

Submitted by (@paulodell)