General

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.

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

I would like to see the implementation of a "save and close" feature, whilst I appreciate it is only one click extra to save and then close, it would be really useful to have the option to click once and return to the list of work items, whether these be quotes or tickets to start working straight away on the next item.

Currently as an MSP of one (1), I need all the tickets for my clients assigned to me rather than having to go in and edit each ticket. Is this possible?

Hi, I'm trying to remove the "Discount" field from quotes. Is there a way to do this? Gary

I have some multi-year contracts that bill annually on the anniversary of the commencement date. How can I handle this in the contracts module? I DO NOT want pro-rata billing from the beginning\end of the calendar year.

I don't think there's a way to do this? Please correct me if I'm wrong. Most of my quotes are as a result of tickets and usually involve equipment sales rather than actual projects so this would be REALLY nice to have.

I'd really like to import my contacts to PPSA but don't have the option to do so. Is there a way to import via CSV?

Hi, When adding inventory, the "Expense" and "Income" account fields are only drop down, and you can not type alpha in the fields for auto fill. BUT, just about everywhere else in the PSA you can do this. BUG? Gary

I've been setting up contracts in the system for MSP (recurring), time & materials etc. The setup of the contract seems reasonably straight forward, but they never show up for selection in the ticket entry screen. The drop down in the ticket screen is always empty. I've reviewed the docs multiple times and can't see what I've missed. I sent a message to support, but haven't heard back from them. In the meantime, all of my ticket activity is generating lots of billable time entries that it looks like I will have to manually adjust out - it will be a pile of work. Any suggestions?

How would I get a ticket status to change to "client responded" when a client responds to a "completed" ticket

Can someone advise which reporting product is embedded into the PSA? The documentation on it from Pulseway is weak, so we'd like to find other sources of help. Knowing what the product is would help a great deal.

For some time after I signed up the PSA had an option to Populate Demo Data. I used it a few times and removing the demo data was nice because it brought you back to an almost clean slate. That option is now gone from my dashboard. Is there a way to do a reset?

Hi, When entering a quote by opportunity or a service quote, you can choose an "item" to sell (inventory item) and then change the item description. When you are quoting products this way, you can NOT change the item description. Is there a way to change an item description when quoting an inventory item via a product quote? We want to have a generic item we can choose and then change the description for the quote. (i.e. We want to put in Generic Cable, and use if for cable sales, like HDMI cable.) From Product Quote From service Quote

Hi, Question about the Outlook plugin. Is the plugin 2 way sync? I have it pulling and pushing my Calendar items. It also pulls tasks from the PSA to my outlook, but does not PUSH or update the tasks. I have a task I added via a ticket, finished it and checked it off as done in my outlook. But PSA is not updating from my Outlook. Is this correct...Only 2 way sync on the calendar?

Hi, We bill our clients on an hourly rate, but can have different rates for different clients. (i.e. $ 100/hr or $ 110/hr) Is there a way to tag each client with their individual hourly rate so when Techs put in time, the proper rate for the proper client is billed? I see Roles and work types (Custom rate). I just don't want Techs to have to choose a type of work or role to have the proper billing rate. Too many mistakes that way. Gary

Hi, In the tickets, Batch Actions, I do not see Update "Contract" for Tickets. Is there a way to change tickets already in the system so they use the Contracts we setup "after" we started adding tickets? Gary

OOps, I hit void on a sales order and did not mean to. Is there a way to unvoid a sales order. Gary

Hi, does anyone managed to create a Workflow for "Point of Contacts" to approve ticket requests? Got a customer asking to approve tickets before they are worked on, so i need to be able to automate the process. To be more clear: i need to send a request of approval by sending the POC an email when a ticket is created - change the status to "pending approval" and await for a reply, once the reply is made by the approver (stating in the subject that is %approved% in the subject for example) - change the status of the ticket to "approved" and notify the assigned resource.. I managed to get to the send an email and request for approval part using a wor…

Hi, I would like to know if its possible that if you make a new ticket as an engineer, it automatically prefills the Engineer that is making the ticket. For example: Engineer1 is making a new ticket. He does save the ticket. It is created under his name. If he really wants to assign it to a colleague, he will use the field to assign it.

Hi all, Let say that you create a project called "New server installation". When Engineer 1 is making a ticket, is it possible to insert this ticket under the project called "New server installation".

Hi all, Please check this video: https://youtu.be/h__wDKiPFIA I would like to add all our inventory in this system. Is it possible that if you place one of your inventory at a customer. You can place it under the customer? For example: I have listed "printer brother" for 100 dollar in my inventory hardware list. Customer1 needs a new printer. Engineer1 takes the "printer brother" and placed it at the customer. What should the engineer1 do now. Create a ticket and he can add the "printer brother" from the inventory in the ticket. Now we will see that the "printer brother" is not anymore in the inventory. Correct? In the f…

Hi, In V4.0.17 the following was added to the release notes. Time Zone and Date/Time format for the Client Portal can now be configured via new fields on Account Location. (BMS-5337) (Tine Zone and Date and Time formats) I do now see Time Zone under CRM - Location for all of my clients, but it is blank. Is there a bulk way to change this for clients, or do I have to go into each client and make the change manually? If it is manual, can I suggest in the future when items are added that we can be given a way to bulk change information. I have way too many client locations to click and change the Time Zone info. Gary

Granting permission to clients to access the PSA portal is great. However, we've been noticing our clients are not using it as much as we would like them to keep track of tickets. What are your thoughts on adding a "communication" button on each ticket for submitting at any time on-demand status to the client's email address or perhaps making the ticket visible as a public link? Not sure if this is already possible or we may have missed it. This would facilitate the client's experience when viewing their tickets.

Hi Everyone! How is possible assign automatically an hardware asset to a customer in PSA when a ticket is created trough a support request ? What kind of configuration i've to do in RMM side to match a customer in PSA?