It would be very nice to have the option to create our own custom ticket statuses like "Awaiting User Response"
In my experience one of the problems with a servicedesk is that staff agents close tickets without approval from the customer, and this leads to customer dissatisfaction. The agent closed the ticket but the customer does not agree that the case is solved. Could you please come up with a smarter way of closing tickets that involves the customer more. I'm thinking for example an approval link sent from the email templates ...more »
It would be really great when a new ticket, within Servicedesk, is marked as "NEW"
So you will see immediately that there is a new ticket with the ticket system.
It would be nice, to have ticket templates like answer templates
although we are giving the option of sending technical support request via e-mail....i would like to have a better method of managing all tickets i have requests for or may be currently corresponding with. the problem i have is even though i get a response, i have no idea, which e-mail they are responding too or issue that they maybe referring to, since i get numerous e-mails daily. any email i send don't necessarily ...more »
When you are creating a new ticket from within the board you choose Organisation as the first field. However, today you depend on a separate document to know what type of SLA the customer has (SLA1, SLA2 etc). There should be a way to easily see more information about the customer when creating a new ticket. You could for instance show an overlay of the Notes field when you mouse over the organisation field after choosing ...more »
An embedded ticketing system within the Max Dashboard. A ticketing system with the ability to for end users to submit tickets via email (email@example.com), or through the custom dashboard (dashboard.domain.com), and through the system tray icon. This would allow much more not just for reports about the devices to be sent to clients, but also for support tickets and projects. If the ability to track hours was available ...more »
Please add a column in ServiceDesk ticket Surveys showing the organisation. Currently we are writing down the organisation in the field message title so that it can be found in the surveys (e.g. Dashboard/Tickets) easily.
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 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 »
It would be amazing to have an AUTOMATIC Sync of the Ticket States from Servicedesk to RM.
Currently we have to trigger a "Fetch" from RM, manually syncing Tickets to RMs "Outages"
- this is just impracticable with a high amount of tickets
Would love to SerivceDesk to NOT notify me if I Add, Assign, or a note to a ticket.
Seems like there could be a check when I save something, would check who is logged in. If they are going to get notified normally, don't. This generates lots of unneeded emails.
I want to be able to close a GFI created ticket in Autotask and this clear the check in GFI automatically. At the moment the check remains open even though it shows the ticket in Autotask has closed. So Technicians need to remember to clear the check manually after closing the ticket.
Allow the option for DSC errors to either create a new ticket or update an existing ticket.
without the option of creating a new ticket, the previous ticket is opened and still assigned to the same technician if the problem happens again, no matter the time scale.
It would be nice if MAX RemoteManagement was to include the failed Check Info in the PSA-created ticket. For example, a Symantec Backup Exec 2010 R3 job failed and the ticket's description was as follows: "Check Failed: Backup Check - Symantec Backup Exec 2010: One or more jobs failed" However, the check's Check Info included the following: "14-May-2015 03:38 AM: TapeBackup Complete with exceptions 14-May-2015 03:38 ...more »