It would be very nice to have the option to create our own custom ticket statuses like "Awaiting User Response"
You should make all fields of a ticket searchable, not just the title and description. If someone works on a ticket and enters note, you can't search for something in those notes and locate the appropriate ticket. This makes entering notes in ServiceDesk practically worthless as a reference.
I would be great to create pdf files every month of every company with all closed tickets. This all done by a few clicks.
So each company gets his own pdf with closed tickets and time and costs on it and the discription.
You can add these pdf file with your invoice to your customer.
When tickets are created in Autotask, from failed checks, could there be a way to "Take Control" right from the ticket? That way we could remain in Autotask and have a screen with the GFI wall chart displayed.
I'd like to see a more robust rule-set in the helpdesk portal. I'd like to search the subject/body/email address for strings to assign to the correct department/client or be able to assign a contract for the ticket that was created/etc.
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 »
Please allow to delete tickets completly. At this moment, when you delete a ticket it stays in the system with the state of deleted and affects some reports. We want to really delete the ticket. I suggest to add an undo function to correct any mistake when a ticket is deleted.
We have tasks that have to be done every two or three years. Please allow to schedule tickets repetition for over one year.
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 »
It should be possible to click a link in any report that can take you directly to the ticket you wish to review, in a new browser tab or window.
I need to be able to merge our tickets. Basically when a server goes down and multiple emails are sent to our helpdesk... we need to be able to combine tickets into one.
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 »