Feature Requests

I had a big issue today where replies from clients were not adding the reply as a note, but instead creating a new ticket altogether. In the end, there were 2 causes. 1) In the default PSA email templates, the Ticket number was set as #Ticket No#. This looks really weird in my opinion, when referring to a ticket number its generally "Ticket Number" or "#Ticket Number". I had removed the trailing # on most of the templates. I searched the knowledge base and forums and there was no mention, so it was only through trial and error that I realized that you HAVE to have both # at front and end of ticket number for replies to work. 2) In some templates, I removed the T…

I use PSA for billing but do NOT use the PSA generated invoices since they don't look great and have no customization. Once the invoice syncs to Quickbooks via QBsync, I send the client the invoice from QB using a custom invoice template. This works great except some clients use the Client Portal to view status of invoices and payments. I want their invoices to post to the client portal, but they won't until you click the "Send to Client" button. There needs to be a way to post the invoice to the Clients' Portal without sending the email. A button on the invoice would suffice. Right now I get around this by creating a dummy contact with fake email address and markin…

Providing an option to run a script before and after running a patching policy will significantly increase the versatility of Pulseway's patching - A few things we would like to do with this ability include Enable Pulseway maintenance mode before patching to ensure notifications are suppressed Perform a VMware snapshot of the Server VM before patching Run pre/post health checks such as dcdiag to ensure AD servers are healthy and replicating Allow other application maintenance to be performed in the same maintenance window automatically, ie patch Java/Adobe Disable Pulseway maintenance mode after patching is complete

We currently use TeamViewer as our remote support software and like to have Pulseway as a backup to that, but one thing that we like to do is record our sessions for both accountability and to have the ability to reference something we have done in the past to resolve an issue or to double check one's work. If Pulseway is to compete with this, I would like to see the ability to record these sessions.

Where possible, we try to avoid using standalone directories and use our Active Directory for primary authentication. I'm sure it would pose a number of technical limitations due to the way Pulseway agents connect to the server, but it would be great if our techs could login to the pulseway server with their AD credentials - either a direct LDAP call or Authenticating through a radius server (the latter opens up the opportunity for lots of MFA vendors as most support MFA via radius).

Would be nice have a way to customize the on-screen autoresponder when end-users send a support request.

Would really like to use PSA, but it is just not intuitive... Especially for end users. I tried it on 10 of my users... none of them liked the interface. The resorted back to just emailing me. There should be a simple REPLY button for quick reply to tickets. The less steps for the end user, the better. I have to teach each user to send tickets... thats not good. We are using Freshdesk now because the client likes the ease of use. If the PSA followed some of freshdesk design ques, we would return. It also would be nice to have ticket notifications pushed to our mobile devices (possibly through the pulseway app) with the ability to respond on the fly. Love…

Especially on our own server instances. It's not like the namespace is shared. What do you do with names like Tim Wah or John So ? Me: Hi there Mr Lu, welcome to our MSP. Your username for our RMM tool is wanluxxx. Have a nice day. Mr Lu: ... Where do I submit my resignation?

Hi, we use Acronis Backup. The normal version and the cloud version, which fits perfect to our MSP program. It would be cool, if we could monitor the agents directly over Pulseway. Thanks, Christian.

Hi, Any chance of getting Veeam monitored? Regards, Shane

Hi Guys, Just a quick suggestion. It might be nice to get the email parser to ignore bounce messages or Automatic Replies or Out of Office Replies. I've had several occasions whereby I've had to remove the contact just so I can close the ticket, lest I want to play tennis with their mailserver :) Cheers, Martin

Hey all, i have installed the dashboard app on our admin console, but it looks horrible compared to the one in the Windows Store!! unfortunatly, that one doesnt allow one to start a remote desktop session! please fix this.. I would rather not sell my clients an ugly dashboard

Would like to see an option to create a desktop icon during the installation of the Pulseway manager software... linked perhaps to open the taskbar icon with our support information. In most cases the icon is hidden and clients forget that the option is there.

Hello, I have two requests. I will try to be as detailed as possible. 1. The help desk is not very intuitive to me. One thing that would help is to change the button where the help desk tickets come in to (Respond) instead of (Add Note). (Add Note) should be a sub menu or tab in the (Respond) menu or separate all together. 2. Most important request for me is to assign a unique number and password to each request that comes in so that the customer does not need to have an account or be set up in the service desk to view the tickets via a link sent in the original email to the client. EXAMPLE: Customer emails support@domain.com Customer receives …

Is there a way to password protect the uninstallation of the agent? If not, I believe that would be very useful and should be considered as a feature request.

It would be beneficial to add either the percentage of uptime or downtime to the Executive Report.

I was wondering if there was a way to select multiple alerts to delete them, without deleting all or deleting one at a time. Say someone forgets to turn on maintenance mode and Reboots 20 servers. Now there are 40 events one for shutting down and one for being online. Now they want to delete all theses events but keep the other ones that are pending. I would like to be able to go into the dashboard and hold CTRL and select them or select one and hold shift to select the ones in between that and another. Another improvement could be the ability to sort the columns in the Dashboard Notification view. Thanks!!!

Please add a way to quickly find a ticket by number in the service desk, without regard to other filtering criteria already present. A typical use case scenario is that I'm sitting in service desk with a custom view showing only tickets due today, and a request comes in to check something on a specific ticket. Right now I have change the view to one that does no filtering, then filter on the ticket. It's cumbersome and disruptive to my workflow. I'd like to just click a "Find Ticket' button, put the ticket # in, and have the ticket opened in a new browser tab.

It would be helpful to be able to view asset info of offline computers. I'm currently having to maintain a separate inventory for things like service tag/serial numbers - it would be great if I could view it right in Pulseway even when a computer is offline (we have a lot of mobile users).

It would be extremely useful if you had an option to run a script/task the next time a computer connects if it is currently offline. I'm at 25 mobile users right now and it is difficult to make sure a script is fully deployed. I'm considering rolling out to 100+ users and cant imagine how I would ensure that they all get a script.

As an MSP, i have a small office where i have a huge TV Screen, where i can display important information. I am an Apple minded MSP, which means for Pulseway: running a VM with Windows to display the Windows Store app Dashboard. Having a mac mini running fullscreen RDP session to said VM, and transmit its display using Airplay to an Apple TV hooked up to the tv to display the dashboard. Not an ideal setup but alas! It works. At the moment, the Dashboard is static. There’s really no costumizing what so ever. I would very much like to have the ability to costumize the dashboard, preferably using CSS. That way, your userbase can setup Dashboards the way that benef…

We need to be able to automatically associate user accounts with agents based on group, or some other mechanism. We have all agents logged in using the admin account. Whenever we add new agents, we have to login in to the web console and manually associate the new agents with the user account(s) that need to manage/support them. It looks like this is already on the roadmap, do you have any update as to when this will be available? Thanks

We have our agents logged in using the Administrator account. We've created user accounts that are associated to all the systems/agents logged in using the admin account. When logged in as administrator in the Dashboard, i can delete inactive agents. When logged on as a user that is associated with the admin account, I cannot delete inactive systems. Can you make it so that associated accounts that have full access rights can remove agents/systems from the dashboard? Thanks

Hello, is it possible to integrate Google Authenticator for 2 factor authentication? It is free, simple to code and would increase security again. regards Markus

Is there anyway in the web or the mobile apps when viewing the screen to have it auto refresh? Sometimes I have to few the screen for extended periods of time and I'm constantly hitting refresh. It would be nice if it auto refreshed every 15 or 30 seconds while the screen view was active