General

Say hello to PSA AI Assist and the highly-requested Single Sign-On (SSO)! Boost your ticketing efficiency by up to 50% with 3 powerful features: 1️⃣ Smart Ticket Summary – Get concise overviews of ticket details, actions, and next steps at a glance. 2️⃣ Smart Writing Assistant – Easily generate polished, professional responses with AI-powered assistance. 3️⃣ Smart Resolution Summary – Quickly create detailed summaries of all actions taken during ticket handling. 💡 Want to learn more about PSA AI Assist? Check out this exclusive Knowledge Article.

After the recent update both Export->'Current Page' and Export->'All Pages' only exports 40 items

Hi all, We have are facing the issue that our clients are receiving a lot of useless ticket updates without notes. Basically we would like to setup our servicedesk in PSA in a way that the clients only receive relevant updates, e.g. when we post a comment with a note. Now they receive ticket updates by email which are saying basically nothing. Is there a manual or best practice on how to setup notifications? See current situation below where someone receives 8 emails in less than 3 minutes. Thanks in advance.

Hello, I was wondering if it's possible to create new managers in PSA -> HR -> Departments. When we add a department we can select only two managers (myself and my colleague, both Pulseway administrators). We would like to add managers to departments, such as a HR Manager etc. Is this possible? Thanks in advance.

Hi all, We recently implemented Pulseway and we are trying to setup the email parser. I assume that we have succesfully setup the parser because when we test the connection all seems to be fine. However, when we send an email to the email address that we use in the parser, no ticket is created. Are we missing something? Thanks in advance.

Sometime we receive multiple tickets that are stored in "Unknown Tickets". In that view it is not possible to adjust multiple tickets; one must do these one by one. Nor is it possible in Service Desk/Tickets and filter on queue "Unkown Tickets" (and that does not show anyting where it does in Service Desk/Unknown Tickets?)

Hi I'm nding to insert info in other language's but the system is not racanising the language in that's gna make my problems with my clients

The phone that was registered with pulseway PSA was migrated to another device, which moved most of MFA codes except what seems like Pulseway PSA codes. I cannot login to psa portal with no recourse or a way to fix this. What are the steps to get this resolved?

We use the Policies and Profiles for Device and Monitoring per customer. That means that every customer has his own policy and profiles. If we need to make an change on this level it will count only for the specific customer. Now with the system i need to clone every policy and profile and attach them to to specific customer. Is there an easy way to do this instead of copy all apart from eachtother? What we expect is that if we copy an policy and change the name to the new customer name, that alle the profiles als been copied and change by name. So we have an policy including profiles copied for this customer only.

Simple ask. I've had this with other PSA in the past. Despite coaxing, customers still email the techs for service. That aint going to change. So techs forward the customers email to the ticket parser. This isn't new information to anyone, we all probably do it several times a week if not day. When a tech, a named user of the PSA system, forwards an email to the ticket parser it opens a ticket in the techs name. Why, why? So much needless work. Use logic and match the sender as a tech and use the next address.

Add more optioins to [Update] section in this pull down menu in "Tickets": Merge, Absorb, Account, Contract is mised by us frequently

Arriving into the Workflow, it is always sorted on [Creation Date]. Please make that a choise, or remember the order I have set. We do not have rememberance of the date we create the workflow, we do remember (part of0 teh name. In our case we use a naming syntax so (most of) the workflows are always grouped... wne we first order on the colum [Workflow Name]. Others would like to have this view sorted on the [Last Update]. Please make it more flexible to set it or it remembers my last usage. And, please add the colum "Desciption"to the column choice

This relate also to this request. We have a lot systems (NAS) that are not managed using RMM. But we do receive tickets from these systems. As with RMM managed devices showing their disks/volumes, we want these manually added assets (NAS systems) to show the same. As they are not managed by a RMM, we would like to add the disks manually to the NAS they belong to. Like make an relation between manually added disks (as hardware asset) and relate these to a other manually added asset. You can receive tickets on them disks. Also, very usefull when somebody is only using PSA and has no RMM or no RMM that integrates.

This also relates to this request We have a lot systems (NAS) that are not managed using RMM. But we do receive tickets from these systems. As with RMM managed devices, we want these tickets and the related hardware connected. Now that is a manual process for every Alert/ticket. That does not work. It would be very helpfull if PSA will chack for instance if the "asset tag" or "serialnumber" that is in the hardware asset, can be found in the subject or details. If found, connect this asset to the ticket/alert. Or any other way, as long as it is automatic.

I have recently assisted another MSP in some area's. They had Domotz for Network monitoring (which by the way does monitor multi layered/segmented networks with just one agent) and their PSA had full integration with Domotz. Meaning all alerts created by Domotz, became alerts/tickets in the Helpdesk. And when something got resolved on Domotz, the ticket became resolved automaticly. That makes big difference in monitoring (next to the fact: multi-segmented/vlans monitoring with one Agent...). I would love for Pulseway (PSA and RMM) to integrate with Domotz. Also a MSP oriented vendor, great tool and (for the last time->) a real network monitor as it monitors m…

I'm attempting to define a workflow that will send an email notification to the assignee when they are assigned a ticket. Seems straight forward, but I'm not sure how to set up the trigger. Anyone have this in production? How did you do it? Thanks for any help!

Hello Team, Can we get email notifications from already closed tickets? We basically from support and often there is the requirement of allocating systems to users or assign temp licenses and we are marking that tickets closed once work is done, say suppose we assign temp licenses to end user for 1 month and closed the ticket, can we get email reminder from same ticket that reaching the due date to remove the license from Pulsaway ticket system. Thank you Avinash Udavant

Is it possible to add other departments under projects?

Hello, I'd like to use PSA to track incremental billing against a fixed price contract. Kind of like a reverse retainer contract. Instead of being paid upfront for the retainer and chipping away at it with billable labor I'd like to create a fixed price contract for a specific value then bill against that contract normally until it hits that fixed price limit. Any labor against the fixed price contract after the limit would be zero. Thanks for any ideas/help!

Hi, please make this and proper Phone HMTML Call Link For example: Clickable phone number <p><a href="tel:+4733378901">+47 333 78 901</a></p> It will allow to start phone app by one click and speed up call back process. By for example running Windows Phone App. Besides it is only one line of code to implement :) Documentation at https://www.w3docs.com/snippets/html/how-to-add-telephone-links-with-html.html

Hey all Getting a "Database Query Exception" error when signing in Any idea on what I can do

Sorry if this is in the wrong category. Others on the team handles most of the Pulseway functions, so i am not as familiar with Pulseway. I am looking for the simplest way to get to a report that can show me all current assets with information needed to create a 4-5 year refresh cycle. Mostly in a list format. I would be looking for: Name Purchase/Date added to Pulseway Manufacturer/Model Ram HDD/ SDD and size Processor OS Last seen and the ability to add attributes for analysis if needed. But i think the above in a list format would be mostly what i need. Is there a template that i can start with? Or a c…

In Service Desk ticket views, would it be possible to add a filter for 'Expenses & Charges'? I.E. if only this filter were to be checked, only tickets with Expenses and/or Charges on them will be displayed. For context, I'm running into a roadblock managing serialized PSA Product Inventory items that have been committed to a ticket, but not yet delivered. From my understanding, a searchable hardware asset isn't created until the charge (aka device/product/item) has been marked as Delivered. If a field tech forgets to deliver an item I have to search through *all* tickets, sort out the ones with charges, and then again sort through them until I find the on…

Sorry in advance i just wanted to take a moment to rant here and see if anyone else is running into similar issues living with pulsway. I was wondering why there isn't a search bar for any of the views under automation. Like why i cant i search for a task list that i created so that i can run it easily with out having to scroll down for 15 minutes just to pass the task that i was looking for. Second. why cant i select devices and then run a single script to task against those selected devices? I have to create a scope and assign that scope to an orgaization group then i can create a task and assign the scope to the task just to so i can then finally …

It might help to have less workflow rules if we were able to use logical operators like the syntax %AND %Or Like alert mails read using the parser coming directly from machines using a no-reply sender address, a rule could be: Title [like] | "[hostname]" %AND "text" %OR "text" %OR "text" Update | Account:<Accountname>; Priority:<Low>, Queue: <Alerts>, etc, etc Bringing this to one workflow rule instead of three (in this example)