PSA doesn't have a ticketing system for the EU. A simple web page the EU can pull up or a combination of keyboard keys, like Ctrl+F12 for example, to bring up a page with a screenshot of their desktop to show the error they (the end user) are dealing with. You have that text box for the active agent, but most end users don't even know there is a clock in the corner let alone how to see/get to the active agent. Also that agent isn't available in Windows 8.1. So that eliminates a point of contact for our EU's.
Furthermore our EU's are simple. So when it comes to filing out a SR (Service Request) they won't put in any details unless forced to. With that above stated agent box... we would have 30 - 50 tickets with, "it doesn't work" for the SR. We need to have a way to force them to give us information. Like Mandatory Fields. So we know what software, ERP, workstation, server, process, etc.and who is making this SR (where LDAP comes in). Also having auto screenshots makes this even better (cause most EU's don't know how to take one on a desktop).
Pulseway PSA is clunky and not modular on top of this. Now it's not an issue to work around, however, no EU submitted ticketing it's kinda useless. Attached is a sample of a system we are using. I have removed their names so no promotion for them.