Scheduled tickets

wrongecho

I'm working on features for scheduled tickets. These are handy for things like monthly backup restore tests.

At the moment you can raise them weekly or monthly and only delete them. I'm looking to add editing features but was wondering if anyone had any thoughts on anything else to add around this?

johnny

I love it! I think we should also have a Quarterly Frequency in there along with a 6 month interval.

I have a few clients that won't budge on a per user monthly proactive managed services, so we give them an ultimatum where we train them to manage it them selves the best they can do and then check up on everything quarterly. Sometime the Quarterly check ups are spotless sometimes they are extremely messy. From there if they are messy we can come back at them with a managed monthly fee and sometimes they give in.

aftechro

That will work too, we just need to see how do we implement tickets ques. Something like:

Tickets: Assigned to me (5) | Unassigned (20) Task/Alerts: Assigned to me (3) | Unassigned (42)
Unassigned tickets - from where the agent either can grab tickets, or supervisor can select one or multiple tickets and assign to agent
Alerts/Notifications que - where such tickets ( 3rd party alerts fetched trough email - checkcentral, uptimerobot and so on) will be automatically sent to that que

Alternatively, along with tickets, there should be a TASKS section, were these kind of alerts/tickets can go to and a supervisor can select them and assign to agent

In my msp company, we put all backups checks (veeam, idrive), domain and ssl 7 days renewal notification and all other no-related fetched emails as tickets into the Tasks section.

Tasks: Assigned to me | Unassigned

wrongecho

Yeah, I agree - we can definitely look into views, ticket queues as well as ticket categories/types.