5016 results found

1. roboform

   Integration with Roboform to allow management of login information.

   1 vote

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   0 comments  ·  3rd Party Integrations  ·  Edit…  ·  Delete…  ·  Admin →
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2. Splashtop Multiple Concurrent Sessions

   Allow multiple technicains to remote onto one PC via splashtop! We do not want to use AnyDesk

   16 votes

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3. Altaro
   10 votes

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   3 comments  ·  Delete…  ·  Admin →
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4. Atlaro
   1 vote

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5. Voice input

   It would be extremely beneficial if voice input was available while composing emails or internal notes. because it will save us time and allow us to meet the deadline on time.

   2 votes

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   2 comments  ·  Helpdesk Agent  ·  Delete…  ·  Admin →
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6. Filter for agents without a assigned folder

   The Ability to filter for agents without a assigned folder or IT-Automation profile. For a quick overview, which customer has new Agents installed or wrong configurations without an active profile.

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   0 comments  ·  Agent  ·  Edit…  ·  Delete…  ·  Admin →
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7. 2FA

   Need the ability to disable 2FA or make it a phone call for devices that multiple need access to.

   7 votes

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   0 comments  ·  Work From Home  ·  Delete…  ·  Admin →
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8. Warranty Report

   The ability to query warranty expiration date, and give a report of machines approaching that warranty expiration date.

   39 votes

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   0 comments  ·  Devices  ·  Delete…  ·  Admin →
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9. Knowledge Base Import

   Similar to how you can import Customers from a CSV, allow for efficient creation of Categories and Sections by using a template CSV.

   9 votes

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   0 comments  ·  Customer Portal & Knowledge Base  ·  Delete…  ·  Admin →
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10. Export to calendar function when creating ticket

    Currently if we want to export a ticket to calendar we have to open ticket after we have created ticket. Would be nice if export to calendar could happen at time of creating ticket, which would save time.

    4 votes

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11. scheduled tickets on mobile app

    Pretty simple, show scheduled tickets on mobile app so our onsite engineers can see what jobs they have next!

    1 vote

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    1 comment  ·  Edit…  ·  Delete…  ·  Admin →
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12. malwarebytes

    Malwarebytes Add-On Feature Module
    Recommendation to add DNS Filtering/Content Filtering.

    7 votes

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    1 comment  ·  3rd Party Integrations  ·  Delete…  ·  Admin →
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13. AZURE integration

    there is a lot of moment to cloud if you guys had a feature to take an existing system and convert it to be VHD format for AZURE you would capture some market share. The current methods require a-lot of skill.

    12 votes

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    0 comments  ·  3rd Party Integrations  ·  Delete…  ·  Admin →
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14. Products Linked to Tickets On invoice

    Products on invoices need to be linked to the ticket somehow. At the moment all the products for a cycle just get added to an invoice. However that means that I need to look through all the tickets in the cycle to find the product that I've added if I need to modify it.

    3 votes

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    0 comments  ·  Billing  ·  Delete…  ·  Admin →
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15. Discount ability on Contracts

    Standard contracts are often used at MSPs, with standard rates. But the ability to differantiate the prising for varies sizes of customers via discount is important. It would ease the administration of a huge amount of custom rates. The customer think it is important to be able to see the discount on the invoice.

    The discount could be a persentage as with "Products & Expenses"

    5 votes

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    0 comments  ·  Billing  ·  Delete…  ·  Admin →
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16. API Contract write functionality

    The ability to create contracts on specific customers. During a on-boarding automation process, it would be great to be able to create contracts on a customer. Also the ability to set the default contract.

    7 votes

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    1 comment  ·  3rd Party Integrations  ·  Delete…  ·  Admin →
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17. web protection

    Have the ability to block certain websites from being loaded or block all but the whitelisted ones from the agent. IE Block Tiktok on corporate PC's.

    2 votes

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    0 comments  ·  Agent  ·  Delete…  ·  Admin →
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18. Send Email to "All Technicians"

    Ticket Automation needs an action to "Send Email to All Technicians", which, obviously, will send the selected Email Template to All Technicians.

    Currently, we only have the Action "Send and Email", and we have to manually enter all email addresses. This becomes problematic when Technicians change if you forget to add the new tech to the rule or remove old tech.

    1 vote

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    0 comments  ·  IT Automation and Patch Management  ·  Edit…  ·  Delete…  ·  Admin →
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19. Ticket documentation // automatic knowledgebase

    Current setup:
    A user can raise a ticket which will be handled by the supporter.
    When the problem is solved then the ticket will be closed.
    The customer can view all old tickets from himself (except he is the main contact) through the customer portal.

    Problem:
    Quite often you get tickets like "Word does not start". Then you perform your troubleshooting and guide the user to a problem which you already had 3 times before.
    At some point in time you think about creating a knowledgebase article about it so the user can find it.
    Knowledgebase article do have a quite high level of information as this is what customer expect and these are often generic.
    Then you have to think of if the knowledgebase article is visible just for a single customer or for all of them.
    Additional to that you have to make sure to hide e.g. personal data to not go into conflict with GDPR.

    Improvement:
    It would be nice to give the support the chance to document a ticket when closing it.
    Mandatory fields to fill out are the following:
    - Problem description
    - Solution
    It would be nice if additional fields can be added like:
    - symptoms
    - affected component
    - keywords
    - ...
    These additional fields should be configurable to either be mandatory or optional when documenting a ticket.

    When the supporter closes a ticket then he does have the following choice:
    - no documentation
    - documentation (only visible for supporter and not for customer)
    - documentation (only visible for customer company)
    - documentation (visible to all customer)

    Within the knowledgebase there should be a note that the article is being created from a ticket.

    Benefit:
    - the documentation is visible with each closed ticket. If you have to read an old ticket then you just have to read the documentation and not all comments.
    - the documentation (problem description + solution + additional fields) can be made visible and searchable for the same company or all customer. This can reduce the ticket load.
    - just by working on normal tickets the knowledgebase will increase over time automatically so the IT admin and the customer do benefit from it
    - best would be if the knowledgebase will be searched automatically when a customer tries to create a new ticket (e.g. when typing the subject)

    Current setup:
    A user can raise a ticket which will be handled by the supporter.
    When the problem is solved then the ticket will be closed.
    The customer can view all old tickets from himself (except he is the main contact) through the customer portal.

    Problem:
    Quite often you get tickets like "Word does not start". Then you perform your troubleshooting and guide the user to a problem which you already had 3 times before.
    At some point in time you think about creating a knowledgebase article about it so the user can find it.
    Knowledgebase article do have a… more

    3 votes

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    0 comments  ·  Tickets  ·  Delete…  ·  Admin →
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20. Option to provide an offer to a customer

    Current setup:
    It is possible to raise tickets through the customer portal.
    Within these tickets you can ask some questions by input fields but at the end all of these look very similar.
    Example:
    Ticket 1: I am not able to start Microsoft word
    Ticket 2: Can you please provide an offer for a new monitor
    Ticket 3: Can you please provide an offer for updating all my computer to windows 11

    Problem:
    When using the example in the description above the "Ticket 1" is the default ticket which you receive.
    "Ticket 2" is a normal hardware offer whereby "Ticket 3" can be a bigger project.
    For most customer I am happy with a written "OK" for "Ticket 2".
    "Ticket 3" depends on the customer size but might require a signature from the customer.

    Improvement:
    Make it possible that the customer can accept an offer and that this somehow can be used in ticket automatisation.

    The workflow can be as follows
    - customer creates a ticket and asks for an offer for a new monitor
    - supporter creates the offer and writes a comment with the monitor details to the customer.
    - The supporter does define the options for the customer like a form (Example: "Accept", "Decline").
    - the customer can now click "Accept" or "Decline" and optionally write a comment himself (Example: Customer declines and writes a comment "we have decided to use a 27" instead of 24" so please create a new offer")
    - it is possible to set automation rules when a button has been clicked as then you can use for example custom fields to set like "offer state" which are either set to "customer accepted" or "invoice has been sent out" or "invoice has been paid"
    - when the customer submits the form then the values must be automatically posted into the ticket as a comment (maybe configurable if these are visible to the customer)
    - it must be possible to have multiple forms in a ticket as the customer might decline the first offer but accepts the 2nd offer

    In case of "Ticket 2" above szenario would be fully OK. In case of "Ticket 3" the form can just be the go for the support to go on to prepare the contract.

    It is very important to be able to define custom answers for the enduser to click:
    - it can just be a simple "Accept" or "Decline"
    - it can be a selection between "Monitor 1", "Monitor 2" and "Decline"
    - in can be a choice out of multiple products (checkbox) like "Monitor: yes", "Mouse: no", "Keyboard: yes"..

    Current setup:
    It is possible to raise tickets through the customer portal.
    Within these tickets you can ask some questions by input fields but at the end all of these look very similar.
    Example:
    Ticket 1: I am not able to start Microsoft word
    Ticket 2: Can you please provide an offer for a new monitor
    Ticket 3: Can you please provide an offer for updating all my computer to windows 11

    Problem:
    When using the example in the description above the "Ticket 1" is the default ticket which you receive.
    "Ticket 2" is a normal hardware offer whereby "Ticket… more

    1 vote

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