Request - Multiple Techs on a ticket

dhjdog

request for allowing multiple techs/agents on a ticket. At times, I can have up to 6 people working on a single ticket (Tech Refresh over the weekend) and I would love to be able to see each tech's time entered separately along with the total time worked on a ticket.

litechforce

Even if it is assigned to one tech, other techs can put their time into it by either adding an internal note or a public note/email. The time entry reflects each tech.

I can see the usefulness of your request, and I can also see the downside of it. There would need to be increased communication between the assigned techs to make sure they're not doing duplicate work.

dhjdog

litechforce I've been working with @wrongecho on this via DMs.

ontariokicker44

litechforce I feel like the duplication isn't a worry. If task can be assigned techs, that would eliminate that entirely.

Ex: You have a ticket to swap a server at a client.

Task Tech(s) Onsite? Swap Server Jim, Brad Yes Update DNS Jack No Configure New Backups Tom N

This layout would match how a lot of places work. This along with tiering and groups.

litechforce

ontariokicker44 Maybe it would be a good idea to request the ability to assign tasks to techs instead of just tickets

wrongecho

ontariokicker44 I really like this idea of allowing tasks to be assigned to techs instead. Makes much more sense than having 6 people assigned to a ticket.

johnny

@litechforce also reach out to a few MSPs in your area. Make relationships with the ones that will listen. The Majority of them would just be happy to recommend customers that dont fit their criteria to you. This is how we got the majority of our great clients that were once small but grew.