MSP Service Desk

Customer approval before closing a ticket

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 »

Submitted by

Voting

39 votes

MSP Remote Monitoring & Management

Technical Support needs improvement...

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 »

Submitted by

Voting

31 votes

MSP Service Desk

Easily see what type of SLA the customer has when new ticket

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 »

Voting

28 votes

MSP Remote Monitoring & Management

Ticketing System

An embedded ticketing system within the Max Dashboard. A ticketing system with the ability to for end users to submit tickets via email (support@domain.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 »

Submitted by

MSP Manager

Ticket Relationship

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 »

Submitted by (@luke4acm)