General

Hello! We just got PSA installed and working, now we're wrestling with auto-assigning / auto-queue routing. Does anyone have some tips on how to get this working? I've been trolling through the manual, and checking the docs and forums, and I thought I had it narrowed down to Admin -> Business Processes -> Workflows, but that thing doesn't quite seem to have what we'd normally use (i.e. Enchant, SupportBee, Freshdesk all had a "If subject contains (your word here) then put in queue (your queue name)", where as I can't seem to find the analogous setting in PSA. Appreciate any help in advance! Mario

we would like to see a campaign email section, to send out new updates and products to our cilents

We are looking for a way to mark an entire ticket as "internal" in the way that we can already do with notes. The issue is that we have some clients to whom we must provide access to the client portal so that they can manage and view tickets. However, there are tickets that we need to add for internal purposes which should not be visible to the client. Right now we continue to use our old system for those tickets, and it is cumbersome to maintain.

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, 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, we can search on the network and it will discover all devices. But can we have an option to see it in a network topology map and save it as pdf for example. It’s nice to have such feature. Or is this already done but I can’t find it?

Hi, In the PSA, can you add a "Notes" tab to Service Quotes. There is a Notes tab for Product quotes that is nice to have for internal notes when working on Quotes. It would be nice to see the same Tab on Service quotes so we can also keep internal notes. Gary

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.

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.

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"

Our tech are submitting their timesheets weekly for approval which is good, however, our payroll is bi-monthly so timesheets need to be submitted by the 1 and the 15 (for paydays of the 5 and the 20th) when the 15th or the 1st falls mid week the techs cannot submit their timesheet for approval as it does not allow them to add any more time for that week. Is there a work around for this?

Hi Guys, Can we remove all our hardware assets? I tried to import ammended ones over the top so I didn't have to edit 200+ items individually but it just added them to the list rather than overwriting them. Cheers, Martin

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

Good morning, Although new to Pulseway I have used Service Desk software from many different vendors. What I am missing with Pulseway is email notifications of response to tickets I am dealing with. I'm sure there is a simple way to accomplish this, but I can't seem to find it. Any help would be greatly appreciated. Thanks T

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?

I've been using Pulseway for some time now and although it's not perfect I was considering upgrading from pay monthly to annual billing in order to benefit from reduced pricing, at the same time I thought I might give the PSA a try but clicking on more information takes you to a page which tells you that Team subscribers can get it for free, but only if you're a new customer! So a new subscriber gets it for free whereas existing subscribers have to pay for it.

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.

There are quite a few fields in the ticket screen we don't use and this makes it more cluttered than it needs to be. It also makes it more likely the fields we do want completed sometimes get missed. Can you enable hiding of fields that are not needed in the ticket screen? Also can we edit what fields are compulsory?

we would like to be able to add our logo to email templates. Right now you cannot inset an image to the template

It would be nice if the "Add Time" option in a ticket would allow you to add an attachment like "Add Note" does. Right now I have to do "Add Note" if I need to add an attachment or note "See attachment ____" and add it via the ticket Attachment tab. Then I have to do "Add Time" to get my time added as well. So it's taking additional steps / posts to add an attachment if I want to add time at the same time. For me the "Add Time" option works better than the "Add Note". "Add Time" has more choices all in one spot than "Add Note" (minus the Attachment option of course)!

Hi, Just investigating Workflows - I've set up a few, yet when I try to delete one I get this message: Error! Error Code 49004 : Cannot delete Workflow because it has related Item(s). What related item should I be looking for? Thanks Tony

This is an ever evolving list of issues or improvements I'd like to share with Pulseway. QBO Sync: Needs to be automated and 2 Way Invoices sent to QBO are missing e-mail field, CC/ Banke payment checks Ability PSA to send client invoice e-mails via QBO so I don't have to do it manually. Taking payments through QBO Merchant. FIX BUG: Items sync - Categories should be ignored, should not be able to import something that is unusable into the PSA in the first place UX: Session: Timeout is way to short. Seems the default is set for using this on-site at a clients. Which is good for that situation. However, there should be some capabi…

Hi there, We are using both PSA and RMM from Pulseway. In the last few weeks we are experiencing some weird behavior between PSA and RMM. We don't use the and never set up the integration, but after we delete the settings both in PSA and RMM, it still comes back. It is irritating us enormously and the support isn't helpful after creating several tickets. I hope someone can help us with this issue. King regards, Condor Carpets

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

Setup a workflow like the attached images, then respond to a ticket with [#CLOSED] and the PSA will change the ticket to completed for you. Yes, use the brackets and everything in your reply. Change the workflow and hashtag to do what you want, I may add one for escalation next.