MSP Service Desk

ServiceDesk - Ability to customize "helper text" for tickets.

We need the ability to change some of the default “helper text / tool tip text” for tickets. For example, in the customer portal, when a customer goes into the "submit ticket" section. For the Description text box is just says "describe the problem." This needs to be customizable by us partners. I'd like mine to say "Please describe the issue and what troubleshooting steps you have already taken." For different ...more »

Submitted by (@obyone89)

MSP Manager

Auto-Refresh Tickets and Dashboards

We need an option or a button in the UI for the ticket list and statistics, both in the Helpdesk and the Dashboard, to enable/disable auto-refresh at a selected interval, i.e. 1, 3, 5 or 10 minutes. While the existing manual refresh button is helpful when you don't have auto-refresh, it is troubling that every users has to remember to hit the refresh button to determine if something has been changed or a new ticket has ...more »

Submitted by (@erikszaks)

MSP Manager

Change Ticket Statuses Based On Rules

When we reply to an assigned ticket or start a timer on a ticket the status should change from Assigned to In-Progress. Likewise when we set the ticket on hold or pending customer reply and the customer replies it should be taken to a pending technician review status or something similar. We are still missing important messages since the system continues to e-mail us for the changes we put into the system, if we made ...more »

Submitted by (@swampfox)