More Customization in GUI
Hey guys,
Stumbled across this in the r/MSP reddit space and got our buttons recently. First off, thank you! We're a medium sized MSP based in Australia and really excited about how this can help cut down the number of calls we take on a daily basis and streamline diagnosing PC incidents.
My feature request is around the Step 2 and Step 3 options once the help button has been pressed.
We function within the ITIL workspace and have matrix's which set our priority and SLA on new tickets received in Connectwise.
Currently your GUI options are limited to just the checkboxes and radio buttons on Step 2 and Step 3. We would really like to be able to edit the "How would you like to be contacted?"
Obviously with a character limit to not run into too much trouble.
As for Step 3, it would be a nice touch to be able to set which options are pre-ticked. Until a time when the remote access feature is able to be completely removed (We use Solarwinds N-able for a full feature RMM tool) it would be good to have the remote access option unticked by default in the build request screen.
EDIT: I've just tested, unticking the "Enable Remote Access" in the GUI settings page, on the Dev build completely removes this checkbox! Nice.
EDIT: We have the ConnectWise integration working and love that you get to see your ticket number on submission! Very nice touch.
Our phone system is setup that if a client is calling they can punch in their ticket number and go through to the technician assigned that ticket, would it be possible to add custom text on the final submitted page below the ticket number field to prompt customers? This could be used for other integrations also.
Really look forward to the growth of this product!
Kind regards,
Ray
Comments
+1 here.
"Our phone system is setup that if a client is calling they can punch in their ticket number and go through to the technician assigned that ticket, would it be possible to add custom text on the final submitted page below the ticket number field to prompt customers? This could be used for other integrations also."
I'd love to hear more about the details of this setup, and how you've implemented it. Is this a custom integration with FreePBX (Rossmann has an integration with FreePBX where when he gets a call from a client, ticket status is displayed on his phone's CID)?
@RTamplin
Hey @TeamRampage,
We use Mitel for our phone system which has some really powerful integration options and API/command setups.
Thanks for the response @RTamplin! It's been a while since I've had the time, but I'm a bit of an FOSS nut so I like that I can get into FreePBX and monkey with a lot of things, being that I've got a background in programming I like that aspect!
Hey, We use Freepbx in house and for our clients also! I love that functionality and am going to poke at it today myself. To answer your question though:
We should have 100% of the text boxes editable before release.
We have been talking about the matrix in house for a little while. The hesitancy right now and really throughout the project is to try to limit the amount of information and number of screens that clients have to go through to submit a ticket. Our very first version of this was a single screen and we may be folding the first two screens into each other in the future.
We've talked about this a lot in house in terms of balancing our desire for user input and our fear that if the process becomes too involved it will lose some of it's magic for users. I'd love to hear some more opinions on this as this is something that we have been going back and forth with on in house as well.