NovaComputers

We are in 2022 and this simple request still not available.

This was promised to be fixed long time ago and is still isn't. Every time I switch users on Windows 10, I get the reconnecting screen and never reconnect back, I have to close the Remote Session and Reconnect again.
If I log out the user, I get the Reconnecting screen and never reconnects back, I have to close the remote session and reconnect again.
If I restart the computer it doesn't reconnect back either.
When will this be fixed for good?

Good update, but again weak delivery. The Dashboard Policy and the Local Policy is confusing and not trustful. Why, because you can never tell which policy takes priority. For example, you can setup in the Dashboard Policy that hard drive will notify you if the spaces goes below 25%, but when you go to the EndPoint directly you don't see this applied you only see what you manually applied. So you don't know which policy the endpoint is following, the dashboard or the local policy.
Again I've been with Pulseway for years and I've been telling them about this. What is the purpose of creating a Template Policy to be manage on the Dashboard if you can still alter the same policy locally, and the only solution they could come up with was a 'check mark", "hyphen" and "empty box" that should tell you if is dashboard or local or disabled, very brilliant. But useless because right now I cleared the box for Ping Performance so it can clear on every server but when I go back to the Dashboard I see the hyphen, which means servers are overwriting dashboard.
Solution, make the Dashboard overwrite the local settings and on the endpoint made those sections grey out or maybe with a message "these settings are managed by the administrator" or something like that.

While the system tray is a good idea to allow the customer to communicate with the tech without calling and just opening a ticket, is something that it has fall behind in development and features. Compared to other competitors I don't understand why this section of the Pulseway hasn't been improved in years.
1. The system tray has no customization other than the logo.
2. The system tray support request is very limited to just "Message" and "Priority"
3. When the customer fill up the box called "Message" is obvious that this is to type the message or explain the problem they are experiencing and the reason for the ticket. Well, when the PSA receive this ticket the entire SUBJECT is the message. I don't know who in development though this was a good idea. 
4. The Integration of the System Tray and the RMM should be separated. Because inside the RMM I will like to for the Agent to create a ticket regardless of the Priority, because the customer will choose the priority, but by doing so, the PSA create a ticket for every single Priority, which of course makes it counter productive and a huge mess.
 
Here is what developers should do.
1. More customization. Allow us to create templates or design the content of the systray for example:
- Contact Information
- Open a New Ticket
- Take a Screenshot and Open a ticket
- Useful Links that we can add for the customer to click (for example a knowledge on our website)
- Allow real chat with the customer, initiated by the customer. We can get notification on our phone.
All these features should be enabled based on a policy, for example I may don't want ALL the customers be able to chat with me, only those who are in a high SLA. Everyone else need to open a ticket. So it will be good that I can create maybe one policy for my SLA customer and one for my regular customers.
2. When the customer request support, this should open their email application, this makes them fill more comfortable typing the SUBJECT and the Description of the problem, in addition some may want to add attachments, copy other emails or forward other emails, or attach screenshots. They may also want to CC other people in the office that may be having the same issue, instead of us receiving 5 emails for the same issue. One person can report for all.
3. Separate the system tray support request from the RMM ticket creation. I only want Critical or High tickets created from Servers only, I don't need normal or Low, but if a customer send a Normal or Low request we should get it as a ticket.
 
If the development team need help on making this better, let me know cause this is way overdue.
 

While the system tray is a good idea to allow the customer to communicate with the tech without calling and just opening a ticket, is something that it has fall behind in development and features. Compared to other competitors I don't understand why this section of the Pulseway hasn't been improved in years.
1. The system tray has no customization other than the logo.
2. The system tray support request is very limited to just "Message" and "Priority"
3. When the customer fill up the box called "Message" is obvious that this is to type the message or explain the problem they are experiencing and the reason for the ticket. Well, when the PSA receive this ticket the entire SUBJECT is the message. I don't know who in development though this was a good idea. 
4. The Integration of the System Tray and the RMM should be separated. Because inside the RMM I will like to for the Agent to create a ticket regardless of the Priority, because the customer will choose the priority, but by doing so, the PSA create a ticket for every single Priority, which of course makes it counter productive and a huge mess.
 
Here is what developers should do.
1. More customization. Allow us to create templates or design the content of the systray for example:
- Contact Information
- Open a New Ticket
- Take a Screenshot and Open a ticket
- Useful Links that we can add for the customer to click (for example a knowledge on our website)
- Allow real chat with the customer, initiated by the customer. We can get notification on our phone.
All these features should be enabled based on a policy, for example I may don't want ALL the customers be able to chat with me, only those who are in a high SLA. Everyone else need to open a ticket. So it will be good that I can create maybe one policy for my SLA customer and one for my regular customers.
2. When the customer request support, this should open their email application, this makes them fill more comfortable typing the SUBJECT and the Description of the problem, in addition some may want to add attachments, copy other emails or forward other emails, or attach screenshots. They may also want to CC other people in the office that may be having the same issue, instead of us receiving 5 emails for the same issue. One person can report for all.
3. Separate the system tray support request from the RMM ticket creation. I only want Critical or High tickets created from Servers only, I don't need normal or Low, but if a customer send a Normal or Low request we should get it as a ticket.
 
If the development team need help on making this better, let me know cause this is way overdue.
 

one other thing with this add the ability to remain connected after logging out a user or during fast user switching. It's VERY annoying to have to log out a user to log in as an admin only to be disconnected and have to reconnect two or three times.
We also need the ability to reboot in safe mode with networking and reconnect to a machine.
we had both these capabilities in our old RMM (Solarwinds) so it's very technically possible.

I also agree, the system needs to split the reports by customer and we only have to work with the template report. Managing each report individually per customer is time consuming and is open for mistakes and errors.

I am new at Pulseway and while I love the functionality that I have on my mobile phone the remote and webapp is limited of what I considered basics. So I will talk about what I miss from a Remote Desktop just coming from Solarwinds and Atera
1. File Transfer - sometimes we need to transfer files from our computers to the client computers, this has to be a plus feature. Specially that I am installing your product on my customers is more than annoying having to login to my OneDrive to download the files I need when I can just transfer them from my computer directly to the customer station.
2. Chatting - Customers are used to chat with me over the remote session and while I know Pulseway have the Chat icon, this icon is hidden plus this chat opens a ticket which I don't need, sometimes all I need is to let them know that I am connected and I am working on their system. Chat is a tool that the basic free remote support program have, I don't understand why this is not implemented yet.
3. Copy and Paste - I just found this tiday and prompted me to open this topic, I cannot copy and paste from the remote workstation to mine or viseversa. This is very useful on copying configurations or settings.
3. Correction, it seems I can Copy and Paste from my computer to the remote but not from the remote to my computer.

Hi guys,
One thing which I think would be super useful is the automatic selection of hard drives within the machine so rather than having to select a drive then set thresholds, we can skip the additional step of having to select the drives. Don't want to monitor a drive? Don't select a threshold. 
Cheers,

As a MSP, we often have to track down a device based on the user's name. It would be great if there was an option to always show the currently logged in user in the dashboard or at least add it into the search.