It would be very nice to have the option to create our own custom ticket statuses like "Awaiting User Response"
We absolutely need better reporting options, to ever match the reporting options of many other PSA's.
For example, how many tickets came in that were high priority? What tickets were of a specific ticket issue type? What is the average time to close tickets?
Once a ticket is closed, for example after 7 days of no response from customer or ticket is deemed resolved. A customer may later respond to a closed ticket causing the response to be missed.
It would be nice if the ticket changed from complete to assigned again so the assigned engineer could reevaluate it.
We should be able to integrate user calendars with our Messaging/Collaboration service, such as Exchange, Office365 or GMail.
It would be a lot easier and quicker to enter time in 24 hours instead of having to exactly space and capitalize AM and PM all of the time. The time logs show in 24 hours, why can't the start and end times?
The idea with this is that not all customers have only one email domain. A good number of our customers have 2 separate email domains.
It would be nice to be able to have a list of accepted domains for a customer.
When merging tickets we need to automatically see a list of all tickets for that particular client. At the moment you have to search for a ticket which can be difficult.
Add the ability to see in the Helpdesk ticket view which tickets have had an unread response added by a customer.
Alternatively allow showing which tickets' last entry was and end user response.
It'd be nice to have our brand on reports. With our logo and contact information.
Automated survey to be sent upon ticket closing
Ticket statuses should move from "In Progress" to "Awaiting Response" when a tech has responded, but a client response is needed to proceed. It would be great for clients also, to see what needs their attention. There should be an option to have this occur automatically when a tech responds to a case.
Posted on behalf of MSP Manager Customer:
Please can we include the ability to set a 'custom' auto reply to a customer when they submit a ticket request?
At the moment there only seems to be an option to 'notify the customer' when they submit a ticket.