Currently the only way I can see to add "Charges/Invoiceable Items" to tickets is by using "Expenses". I believe that in Accounting terms "Expenses are somethng that you incur, not something you charge. I propose having an "Invoiceable Items" tab. 1. It should include a dropdown for Templated items that will prefill the price, description and accounting fields (Taxable, Mapped Item). The accounting fields must not ...more »
Would like the ability to sort my opened tickets by a Customers Last Response. Currently you can do it for Last Update but that can mean a User in MSP Manager (tech) added a comment. Under "Sort by" in HelpDesk I want the ability to view when customers last responded to work those tickets.
ConnectWise introduced the ability to merge tickets back in July 2016. After trying to verify compatibility with N-Central at the time, we learnt that merged tickets were not supported through N-Central as the associated ticket numbers wouldn't track back correctly after the merge takes place. I assumed that this would mean N-central would talk to ConnectWise about it, but it looks like that never happened or talks halted ...more »
We have Scheduled tasks setup under certain rules for clients, ie, install Anitvirus, DNS filtering, system maintenance, etc, that we send over to the proper board in the PSA for proactive time keeping purposes. We would like to auto close successfully run tickets with a time attached to them for reports so it doesn't effect our SLA.
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 »