4710 results found
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Wildcards in searches
"While the global search has been enhanced to be a fuzzy search, and also now includes custom fields, searches in general are still missing proper wildcards.
First and foremost, I would like to see the common '' and '?' wildcards honored. Even the advanced filters lack this ability, only providing the 'contains' which is just a poor man's wildcard providing the basic '<search>*' option.
Bonus points if you will implement a RegEx function in some way... whether it is a checkbox next to the search box or initiated by some special character combination, such capabilities deserve to be…
1 vote -
Please BRING BACK CHAT button, so we dont have to connect to discuss support!
We would love to be able to pop open a chat window with a user w/o third-party apps.
This would prevent unnecessary take-overs, accidental inputs, and simplify comms.
1 vote -
Deleting comments
Ability to delete comments.
If an external email has dropped inappropriate content into a ticket, we should be able to delete that ticket comment to remove the content.
46 votes -
Ability to schedule already open tickets
I have recently discovered that a few clients will have a ticket open already and will not reply for a few days and then ask to have the issue looked at on a specific day.
This wouldn't be too bad if there wasn't already key details and notes in the ticket already, and closing and opening is just tedious as the ticket isn't technically closed/resolved.
I feel like a feature to schedule an already open ticket to automatically be closed and reopened within a specific time frame would be amazing.
It doesn't even need to be necessarily closed, just disappear…30 votes -
Add email snippet to put in a template that takes the agent to the ticket
Add email snippet to put in a template that takes the agent to the ticket
1 vote -
Invoices list filtered by status
Please allow the ability to filter the "Invoices" list on the billing page by status. This will allow us to quickly find unsent or unpaid invoices versus loading page after page of invoices.
3 votes -
Popup Window Options
It would be excellent if the popup windows for AI Copilot and other functions (such as patch lists, etc.) were reworked so that you can see and use the AI tool.
2 votes -
Fix the user agent page interface or provide option revert to the 'old' look.
In the agent 'New Look' page, the ability to edit the page is a great idea, but the execution defeats the purpose. Please either allow the old look again, restore functionality, and/or improve the customization.
The Metrics bar, which was incredibly useful, is now useless. It's inability to zoom, select, and the lack of timestamps one each data point makes it completely useless. It also bugs out and sometimes doesn't even display the time range on the bottom.
The inability to resize the widget boxes by dragging the edges to the right makes no sense, and severely limits the usefulness…3 votes -
MFA and logon control for small offices
Some program like DUO that will allow addition of controlled logon and MFA for small offices with no domain or other controls in place.
1 vote -
Status suggestions
When you click on the word STATUS in the Ticket view, it is not putting them in alphabetical order. Please fix this. Additionally, please give us the option to change the colors on Statuses - there's not good way for new tickets to jump out when a new ticket comes in other than have it marked Unassigned.
1 vote -
Set roles that can use outbound support email addresses rather than customers
It would be incredibly useful to be able to select what technician groups/individual technicians can use what outbound email address.
I.E. IT Support Technician uses helpdesk@, Security Technician uses security@
Rather than it just being limited to what customers can receive from what outbound email address.
As an example, we have multiple departments that handle tickets and each has its own mail address so we can manage the flow of tickets as they come in. I don't want my IT team address being used for Security tickets, comms tickets, project tickets etc. I want to be able to define what…
1 vote -
Driver version - Hardware
It would be useful if, when selecting a device, a submenu was available within the Hardware section, in which to collect the different peripherals and display the list of drivers with their relative versions.
1 vote -
Parent ticket
When closing the parent ticket, have a notification box confirm that all the child tickets will be closed with it.
1 vote -
Direct access to computers from the web console
Often, when reviewing a ticket with the computer associated with a user, it's necessary to check another server, which requires having several tabs open. This could be simplified by adding an icon to the top bar that allows searching for other servers/computers of the same client and connecting remotely.
Clicking the icon opens a small drop-down menu with a magnifying glass for searching, preferably for "servers" and recently accessed servers, for example...
1 vote -
contacts
BUG: Deactivated Contacts are Visible by Default
Deactivated contacts are still visible by default. Deactivated contacts should be filtered out by default. If people want to see the deactivated contacts, they should be able to turn that filter item on in the filter settings.
3 votes -
When i select from the left devices and the go to table setting- edit mode to see if antivirus is up to date
When i select from the left
"devices" and then go to table settings - edit mode to see if antivirus is up to date. Create a new category there. I believe it is very important to see it there. Otherwise you have to go every single machine to check if antivirus is up to date.
1 vote -
Last reboot
Last reboot with more versioning options, the last reboot details for at least a last quarter.
1 vote -
Availability Monitoring
We frequently rely on the Availability Monitoring widget in the web app. I'd love to see this as a tab or page in the mobile app as well.
2 votes -
Assigned Group Feature Needed
Hi, I need a way to group tickets by assigned category, such as Security, Networking, Printers and Scanners, Hardware, Software, etc. This would allow for better analysis of the data. Is it possible to add this feature? Thank you!
1 vote -
1 vote
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