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Ideas Contributed [ 24 ] [+]
Tickets in MSP Manager should be searchable with out having to clear filters or enter a # before the ticket number. By default a filter is selected and unless the correct one is selected (or all filters are cleared) no results are found. It is very confusing as even searching for known tickets provides no results,
There should be an option to select the date range when resending a client report. In some instances the email address that the report was sent to in the past will not be available so there needs to be a way to have it resent for a week in the past
There should be way to search for a Merged or Deleted ticket in MSP Manager. When searching for a known ticket ticket number there are no results shown so there is no way to tell what has happened to a ticket. If a ticket is merged with another the notes are added but there is not a way to search for them unless the new ticket number is known.
There should be a way to set the retrieval time for an IMAP mailbox in MSP Manager. By default it takes too long for the emails to be turned in to tickets so there needs to be a way to have MSP Manager check for mail more often.
There should be an option in MSP Manager to have a ticket automatically close after a set time period. The option was available in Service Desk and is in most ticketing systems.
The phone number should be included in the email template that MSP Manager uses to send notifications when a ticket is assigned to a user. That way a user can just click on a link in the email to reach out to the customer without having to open the mobile app and navigate to the contact to find their phone number.
There should be a custom form to make it easier for users to fill in the blanks on the portal for MSP Manager. The blanks should not have to be filled in each time.
In MSP Manager SLA timers should calculate when a Ticket is in a Completed stats if a ticket is reopened. Completed status should be treated the same a paused SLA counter. Since tickets could be opened months after their creation so the completed status should be added to the "Pause SLA Counter when a ticket is in the following statuses" by default.
There should be a way to sort the contacts in the Contacts sidebar in the NGP platform. Some customers have a large number of contacts so there needs to be a way to sort or search for them.
A product page should include what Operating Systems are supported. For example the page
does not state that it is only available for a Windows device.
The engine for Vipre needs to be updated to the latest version 9.6. It should be kept up to date so that it will work properly.
The Data Breach report should be able to show all devices instead of having to click on them one at a time.