Add the ability to add our company signature at the bottom of all tickets notifications that go out to end users.
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.
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.
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?
We should be able to integrate user calendars with our Messaging/Collaboration service, such as Exchange, Office365 or GMail.
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.
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.
We customize emails to our customers in N-Central would would like to have a similar email template customization in MSP Manager.
It'd be nice to have our brand on reports. With our logo and contact information.