I’ve been exploring different remote monitoring solutions lately and came across Pulseway. It’s really interesting how tools like this can help manage IT systems more efficiently, monitor devices in real-time, and even respond to issues remotely. I’d love to hear from the community—what are your favorite features or tips for getting the most out of Pulseway? Any personal experiences or suggestions would be really helpful for someone trying to understand its full potential.

Whether it’s a browser not launching or an obscure config bug, documenting these moments can save your team a ton of time down the road. Here’s how you can do it using Pulseway:

Let’s say a technician is resolving a ticket — for example, a browser application that suddenly stops working. During resolution, they realize the issue is unique and should be documented for future reference.

Instead of writing a separate article later, they:

1. Add their resolution note to the ticket

2. Click “Publish to Knowledge Base”

3. Select the appropriate category

4. Save the ticket

✅ The ticket is now marked complete
✅ A brand new KB article is created — complete with the final resolution
✅ It links directly back to the original ticket for full context

You can also build KBs from scratch:

Just head to Knowledge Base → New, enter your title, keywords, and details. Choose when to publish — and done.

It’s a super efficient way to turn real-world issues into lasting documentation, without doing double work. 🙌

Never mind. I found it. I had changed the password for PSA and didn't reconnect the services.

Here’s the scenario:
A user skips the portal and pings your technician directly (again). Now they have to create the ticket manually. But instead of starting from scratch every time, Pulseway lets you use ticket templates to fill in the usual stuff fast. ⚡

Let’s break it down:

• Template Time: Create templates for common issues like browser errors or password resets—with fields already filled in and a couple quick prompts for the user. 📝

• Timer: Pulseway auto-tracks time spent on tickets so your team doesn’t have to guess later. ⏱️

• Pull Reports: Use those tracked hours to show higher-ups how much time goes into common issues—and make the case for more hands on deck if needed. 📊

Got a ticketing pain point you want us to cover next? Drop it in the comments—we’re listening. 👇

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.

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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.

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.

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?)

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.

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.

Merge, Absorb, Account, Contract is mised by us frequently

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

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.

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 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 multi segmented networks with one agent (and it runs on a Synology and 14 other platforms).  And many other RMM/PSA already have integration (including Kaseya...).  So why not Pulseway?

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