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)
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.
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 »
The ability to assign a customer to a queue would be nice. MSP Manager should send the queue resources a notification that a ticket has been placed in their respective queue. Currently AutoTask has the functionality and we utilize a territory field. Each customer is assigned a territory and then the workflow rule is setup to route customer with x territory to the x queue and the customers with the y territory to the ...more »
I would like to be able to link tickets together. A sort of Parent/Child Relationship so that on larger tickets can have smaller tickets created & linked to... E.G. Ticket 1 is made to set up a new server, Ticket 1a is made for setting up server in the shop, install OS, Updates ect. Ticket 1b is made for deployment, Set up on site, join domain/network ect. Ticket 1c for role out, putting the server as active & remove ...more »
We'd like to be able to assign a procedure to a ticket. We would use it as a task list. We have already workflows in place for different tasks, for example, creating a new user. We need to create the user, create an email, assign the email to the user, assign correct GPOs, groups, etc. If we could just import a procedure (with checkboxes if possible) inside a ticket as task, we could standardize our service and we'd be ...more »