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Ideas Contributed [ 52 ] [+]
The Schedule in MSP Manager should include an option for Monday through Friday as those are the typical business days. If the Schedule used the Business hours used in the account a Daily Schedule would be created only on business days.
The Asset Report in MSP Manager should include any tickets that have been associated with an asset. There is a need to find tickets based on the asset that has been used.
The other option in this case would be to add a "View Tickets" button for the asset under the Assets tab.
The MSP Manager in the Executive Summary Report should include data for MSP Manager under the section for Help Desk. Right now it only supports Service Desk but many users are moving towards MSP Manager.
There should be an option to blacklist an email that does not have any content in it. A spammer could using phishing to send a blank email hoping that a user will reply back. By replying back the user would unintentionally confirm that their email exists and could be sent additional spam.
There should be an option to integrate Take Control with a ticketing system so that a ticket will automatically be created when a customer submits a support request.
There should be a report that includes the manufacturer of a device. The report should have a filter to sort by manufacturer.
There should be an option to enable logging for a NDR that is sent when a message has been queued in Mail Assure. Since a customer may not get the NDR due to email filtering or another issue there should be a way to show them that the messages were sent.
When a Ticket Report is run in MSP Manager it should include all tickets when a date range is used. Right now the only way to get all statuses to show is if the option for "Show all completed dates is used".
There should be an option in Mail Assure to select multiple messages that have been quarantined and then white or blacklist in bulk.
In the past there was a way to do so but it is no longer available.
There should be an option to have tickets that are created from a source such as the PSA integration to a queue in MSP Manager. Without it there is not a way to see which tickets have been created from an alert or outage as opposed to those that have been sent in from a customer as a request for support. This can cause a delay in the response time to the customer as the ticket might not be seen.
Reports in MSP Manager should show who created a ticket. The report should include all fields that have been entered in at ticket such as Contacts..
MSP Manager should automatically parse through the content of an email to look for a customer name. It can be done by adding a Workflow Rule but should do so without having to add a rule. By searching the body the ticket could be more accurately assigned to the correct customer and then the correct queue or user.