PSA Feature Request: Ticketing

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leem

1 discussion post

Hi,

I hae been working with Support in getting our ConnectWise instance hooked up for our demo which is now functional, but I have a few requests for tighter integration into any external PSA (and specifically ConnectWise):

When creating tickets in an external PSA, it would make sense to allow a different ticket priority, status, etc. to be set depending on if the check is a failure or a warning. Rarely does a one size fits all model work with ticketing in a PSA, but ticketing templates and then assigning those ticket templates to a check would be great

The ability to confirm a company match against the PSA company from the Check Group edit page, especially pertinent if you can't just import all your companies and instead have to match names manually

Set the status for tickets that are automatically closed by CheckCentral - we like to use a seperate ticket status for tickets that are automatically closed as opposed to the ones humans close

Allow for the subject and body of tickets created to be set, which again ties into a ticket template
All of the above are features we currently utilise in a competitors monitoring system that would be of benefit in this platform also.

Cheers,
Lee

Sep 1, 2022 (modified Sep 1, 2022) • #1

Matt Sully (BFS)

5 discussion posts

Hi Lee,

These are great feature ideas. I'll get them added to our feature request list.

Sep 1, 2022 • #2

Matt Sully (BFS)

5 discussion posts

Hi Lee,

We've updated the ConnectWise integration to allow for a new closed ticket status rather than the standard "Closed." We hope this helps in your customization needs.

Sep 15, 2022 • #3

Just a quick update to let you know that you can now customize the formatting and contents for email notifications as well as ticketing system in CheckCentral. Email notifications can be customized on the Services > Personal Notifications page, and ticketing systems can be customized in the edit window for the ticketing system on Services > External Ticketing.

Please let us know if you have any questions at all.

Thanks!

6 days ago • #4