By Matt Wilson
I had a big issue today where replies from clients were not adding the reply as a note, but instead creating a new ticket altogether. In the end, there were 2 causes.
1) In the default PSA email templates, the Ticket number was set as #Ticket No#. This looks really weird in my opinion, when referring to a ticket number its generally "Ticket Number" or "#Ticket Number". I had removed the trailing # on most of the templates. I searched the knowledge base and forums and there was no mention, so it was only through trial and error that I realized that you HAVE to have both # at front and end of ticket number for replies to work.
2) In some templates, I removed the Ticket number all together as it really had no purpose. I would much rather use a Subject line like: "A note has been added to your ticket regarding [%Ticket Title%]" Again, through trial and error I realized for replies to work the ticket number (formatted per 1 above) must be included in the subject. There was another forum post from someone having issues with replies on CC's. In that thread they thought the same thing I did, that adding the Reply Separator field in the message body had all the needed coding to enable replies to the ticket.
I am posting this for anyone else who may be searching for this and to also request that header info be embedded in the Reply Separator field so that it is all that is needed to enable replies as notes back to the originating ticket. Also, some documentation on this feature and associated troubleshooting may be a good knowledge base article to post.
By Matt Wilson
I've mentioned this to the sales team before, not sure if its on your list or not. One of the reasons I like PSA so much is because of its good UX. Its a good looking console. It appears that a lot of time has gone into the visual design.
However, in most free form text boxes the default font is the horrible Times New Roman, a serif font when the rest of the system uses non-serif fonts. Even in text boxes that you can change the font, the default is still Times New Roman and its a pain to constantly highlight the text and change it. Also, there are numerous text boxes where you cannot set the font. Times New Roman is the font that appears in the time log and note entries at the bottom of the main ticket page too.
I know it may seem like a small issue, but it really affects the professional appearance of the system.
By Matt Wilson
Thanks for all the work you guys are doing to make PSA usable in a production environment. I love the latest improvements.
I have a priority request regarding Client Portal authentication. I see that AuthAnvil is supported. Can you guys please look at adding 365 Azure AD integration as well? There is no way my client end-users are going to remember a separate password for their PSA login to open and view tickets. We really want to push them to it, but its not going be useful. I image that Azure AD would be the most common platform for most companies.
In the meantime, can we have a way to manually set a secure password for each user for Client Portal? A work around would be to set a secure password for each user and then distribute it to the users.
Without one of these options, we just don't see the Client Portal for end users accessible.
By Matt Wilson
I use PSA for billing but do NOT use the PSA generated invoices since they don't look great and have no customization. Once the invoice syncs to Quickbooks via QBsync, I send the client the invoice from QB using a custom invoice template. This works great except some clients use the Client Portal to view status of invoices and payments. I want their invoices to post to the client portal, but they won't until you click the "Send to Client" button.
There needs to be a way to post the invoice to the Clients' Portal without sending the email. A button on the invoice would suffice. Right now I get around this by creating a dummy contact with fake email address and marking it as invoice email address.
Please consider adding this guys!
Hello, I have two requests. I will try to be as detailed as possible.
1. The help desk is not very intuitive to me. One thing that would help is to change the button where the help desk tickets come in to (Respond) instead of (Add Note). (Add Note) should be a sub menu or tab in the (Respond) menu or separate all together.
2. Most important request for me is to assign a unique number and password to each request that comes in so that the customer does not need to have an account or be set up in the service desk to view the tickets via a link sent in the original email to the client.
Customer emails firstname.lastname@example.org
Customer receives an automated response with a unique number/password and a link to view the ticket/status in the portal.
I have some clients who have a large number of employees 100 + and a large turn over rate. I would have to hire someone just to do data entry for all the new people. This would make it much easier because then you don't have to rely on adding someone to the service desk / account / user they would be able to see the status of the ticket via the link / unique ticket number / random password without having to have an account.
I hope I explained this clearly?