General

Hi Support, Is there any way that we can open the pulseway tickets on our MS outlook? sample once we check the ticket on our dashboard and open it (on pulseway psa platform) is there any link or procedures how we can open it on outlook? basically it will integrate to our outlook. thx

Hi Team, We have created our email templates and applied them to the workflows in PSA which are working as expected. However, we are seeing a generic email being generated (below) to the client in addition to the custom template. I can not see where this is being generated from and would like to disable it. Any assistance would be appreciated. Cheers

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!

Hey, the PSA system shows all Hebrew alphabet as "?" in all the templates when saving, It will also show all contact names in Hebrew as "?" (In the service desk ticket panel)

Hello, I have a use case when you have a end user who is setup as a manager of their client portal, to be able to close tickets. Currently they can only add a note, but I need them to be able to close tickets that do not require service since that Manager is managing those tickets for their users.

Hi, Is there a way where the tickets can be auto-resolved after follow-ups have been made or let's say within 7 days of ticket opening? Also if it can be re-opened later without affecting SLAs upon client's request? Any help or advise would be appreciated.

The 2 date code formats are insufficient. In Canada we use YYYY-mm-dd as the only official date code and that is not an option. Currently using European as it is close but backwards. Can we get the ability to code it ourselves how we want or more options?

We're looking to leverage the custom fields to add links for external documentation specific to the account or project to records in Pulseway PSA. The only data type that seem suited is "Free text" but then you need to copy paste the link to view it. Can we get an option for URL that creates a hyperlink or button?

Hi, is it possible for Pulseway to allow users to create tickets from the pulseway agent? Right click on agent create tickets, etc?

If a Billing Address is entered for a client location, it will overwrite the information that is in QuickBooks when the invoice is exported. Which doesn't sound too bad, except it does not include the company name when it does this. If the Billing Address tab is blank, it keeps the address as is in QuickBooks. Any resolution?

Can Pulseway log how much data is going over a certain port for a certain time? I need to collect data for a specific port for a specific time frame on on a Local Windows Server that needs to me migrated to the cloud. TIA

Hello, we are looking for some help. 100% of our users reach out to our helpdesk via email in order to create tickets (aside from the general call in). We are trying to get it set up so that a reply back to our response for their support request doesn't generate a brand new ticket. However, when they create the ticket by sending in the initial support request, we answer (with a workflow to respond via email -- attached picture). I have also attached the template that goes out as well to determine if something needs to be added there. Basically someone sends in an email (Ticket #1 Need Printer Drivers Installed) > we respond triggering the work…

We are looking to use PSA but we need a better way of making tickets that as easy to use for our techs on the road. Features such as Location based customer selection for Ad-Hoc tickets Adding signatures to a ticket directly from the app. Allowing the tech to fill in Start and end time for tickets nut just start time and duration. Adding pictures directly from the app. Or a way to do this from different apps probably by using PSA API to send the data to Pulseway. With enough information we're willing to code the app ourselves if this is possible.

We would like to see the last few tickets for a client when entering a new ticket. When a client calls, we ask if they have a ticket, we start a new ticket and help the client. We find that we end up with multiple duplicate tickets for the same issue. (ie. Client sends in a ticket via email, then calls the service desk as they are in a rush.) In other ticket systems we have used, when entering a ticket, we get a popup showing the last X (normally 5) tickets for that company and user. Ie. We enter the company name, the popup (side bar) shows the last 5 tickets for this company. Ie. Then when we choose the user we are working with, the popup (side bar…

Need to search ticket to find work done that is posted in tech notes. We are having issues finding work performed for clients in the PSA search. The issue is that the ticket “Title” and “Details” do not always include the data you are searching for. (ie. When working with a supplier, we get info from them (ticket numbers or data) that we put in a ticket and can not search for.) It would be nice to also search the “Time Logs” – Notes and Internal Notes fields for key words to find data.

Is there a setting in PSA to turn off the requirement for leaving a note here when resolving a ticket? Seems like it's meant to be optional but it's not for me currently. Thanks

Can we get ticket templates for users, which are already built by IT for specific issues. These COULD include, printer, PC, or network issues.

I've been trying to get the cloud backup to work for weeks. I've been going back and forth with Pulseway support and there seems to be no resolution. In my case, no backup has ever even started to work. I've tired different templates, systems, schedules, etc. Every backup stays at 0% and never works even a little bit. I'm going to start attempting to debug the Unitrends application that is responsible for the backup, but I wanted to see if anyone else in the community is having this much trouble.

Hi, I am very shocked that PSA being as advanced in features as it is, does not have an option to insert a simple to do checklist in a ticket. I see there is this thing called To-Do & Service Calls but that's something entirely different as it even does not show the actions needed to be done on the list... just that its a To Do item: What if I want to for example have a ticket template for an IT assistant to do somethings and track his progress? Like for example setting up a new system so I know he has ordered the computer, he installed the OS, he configured the antivirus software, he connected it to the domain etc. Can I please request you guys a…

Hello, I need the ability to set up ticket templates that only a few members of my organisation can access. For example a "New Starter" or "Leaver" template pre-populates loads of info, saving time for my admin team, but if I give everyone in the organisation access to these templates they will do what people do and attempt to circumvent the admin team. Is this something we can see in the near future? Seems like a simple enough thing to implement. You already have a couple "share with..." options on the template creator menu, perhaps we just expand on this a bit? Thanks

Hi, to make the work load more equitable can we have a round robin group to assign tickets in a more equitable way please. a lot of time is spent assigning tickets to associates. Michael

Is there a way to configure a response to a ticket NOT create a new ticket with RE: (whatever the email subject is) Ex. Client sends in an email for support as ticket #1 > agent responds > client responds back and it now created ticket #2 Re: (whatever email subject is)

I am trying to configure my PSA instance to notify a client from a response via Ticket Note. This makes it easier on our IT Team as it is similar to how our other ticketing system was. However, when I select Add Note in the ticket, the drop-down for From Template never populates. I have successfully created a general response template and a workflow to "notify the client of a note added" using my "general response" template as that email template -- I have tested and is working properly. I have also created my "own" template for a password reset but cannot figure out why the From Template drop-down will note populate with any templates. Unless there is an…

Does Pulseway have the ability to disable/enable auditing policies on a workstation? If so, what would the business use or reason for this be?

Hi. Just wondering if anyone else is unable to login? I get Database Query Exception if I try and log in, and if I try to use my phone or the remote software I get "response is not a well formed XML"