[PSA Wishlist]

This is an ever evolving list of issues or improvements I'd like to share with Pulseway.

QBO Sync:

1. Needs to be automated and 2 Way
2. Invoices sent to QBO are missing e-mail field, CC/ Banke payment checks
3. Ability PSA to send client invoice e-mails via QBO so I don't have to do it manually. Taking payments through QBO Merchant.
4. 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:

1. 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 capability to tag a browser with a cookie as a work computer that can stay logged in for a week at a time.  I could start a timer and by the time I'm finished and saving time I'm logged out and having to log in again.  Very disruptive and annoying.
2. SSO/Federation between RMM and PSA
3. Ability to add New Tasks under New Ticket button.
4. Speed up ticket creation.  Templates are nice, still too many dropdowns.  
5. Roles and Work Types are confusing. 
   1. For certain companies that keep their accounting simple theirs a lot of flexibility here.  However, if you use service products in your accounting app like roles already, theres a lot of duplicating.  It's nice you can customize role/rates in contracts.  But having to choose a role and a work type is double entry.  Would prefer a system where Work Types are just combinations of roles and accounting service products that are linked together. 

Features:

1. IT Glue integration.  There should be user and rmm asset links back to IT Glue so if I need information on that equipment its a simple link to the IT Glue Page.
2. Desktop Timer:  Often clients call up and lay into their problem before I can take a ticket.  An example of a good desktop timer is  how the project management app Teamwork has made theirs.  You can start a time log, and when you have time assign it to a task, project.  In this case it would be assign to a task, ticket, project or the ability to create a task or ticket from the desktop timer.  The problem is sometimes finding the tab I have the PSA open in, or having to log into it in which case its just too late.
3. Windows 10 Native app.  I like how QBO as a web app also has a desktop app.  It's nothing more than a simple web browser, but its easy to find when I need it.  
4. Contact/ Calendar sync with O365

...to be continued.

[Contract limitations and workarounds]

I see that clears things up.  It's a bit different when you come from QB and your roles and work types are just your service items.  

[RMM assets not appearing in PSA]

+1, Was wondering about this and why there is no association between Organizations in the RMM and clients in the PSA

[RMM Configuration, Org, Location and PSA Customers]

Is there a reason there is no sync or way to associate RMM Organizations with clients in the PSA?

I'd half expect to at least be able to import clients from the PSA into the RMM.  Searching the forums there are one or two mentions around this, but surprised there isn't more documentation on this.  I even read that systems don't sync into the PSA until they raise a ticket and when they do you have to manually assign them to the correct client.

Am I missing something?

[Contract limitations and workarounds]

Thanks Gary! Super helpful.  
 

I'm having a hard time wrapping my head around Roles & Work Types.  Work types are obviously tied to service items in QuickBooks.  It makes sense that I can choose that in a Ticket or Project for accounting reasons.  It makes sense that I can override Work Types amounts in contracts.  But then what's the point of Roles? 

[Import Profiles/ Save Sates]

I'm sitting here importing items from Quickbooks and I'm painstakingly clicking and setting each item that I want because the PSA is including categories as something that can be imported.  IDK why they can't be used.  It's also guessing at which QB services are Work Items and Services and is just backward at its guesses.  

Some frustrations with this process and the way its setup.
I started and then realized I should show more and when I did everything I clicked or set was lost so I had to start over again
20 minutes later and I accidentally click something and deselected all the check marks. 

There has to be a better, less frustrating way to do this

Would be great if this saved what you did as you went automatically.   If not that, a profile you could create and save as you went along so you wouldn't lose work. Especially if you wanted to go back and reimport or update by syncing again and only choose specific items.  You'd have to redo this process entirely without that.  I get you can do it in small pieces.  But that's also time-consuming.  

[Contract limitations and workarounds]

I'm still using a trial and very new to this system, so its possible some in the community can give me a workaround or advise on how to achieve what I'm doing.

There seem to be some features missing and limitations to contracts. 

1. No way to auto-renew a contract after the end date.

2. Forced to have an end date, no ability to have an unending contract

3. Time&Material Lacks the same Billing cycle options as retainer contracts

4. No Bi-Weekly billing cycle option

Here is my use case.  The retainers are the closest contract type that will fill the need I'm looking for, but they aren't quite what I want.  The way I work is I typically bill my clients every two weeks.  It's basically a postpaid service contract based on labor and expenses used.  Time and Materials would work if I could set the end date two weeks after the start and I could have it auto-renews.  But that doesn't seem possible.  If I could set the contract length for T&M for a year, and have a billing cycle for every month (or bi-weekly) that would work as well.

I can probably get away with setting up a retainer.  The only issue is that it's not great in the sense that if I choose hours, then I can't really mix and match work/ role types of different values.  It could be by amount, but I have the same questions. If I allow different work/ role types on the one contract will it allow to bill the overages at the end of the billing cycle?

I'd really like to see the T&M contract have billing cycles.  Or a whole new retainer type called Post Paid Retainer.  Where you can set billing cycles and all time and expense is logged against it and invoiced at the correct Role/Work type amounts.