@travisdh1 said in Outsourced IT Helpdesk services for IT Providers?:

@JasGot said in Outsourced IT Helpdesk services for IT Providers?:

We have a customer that would like 24/7 helpdesk support. We are not able to provide this. Are there companies how offer helpdesk services as a reseller service?

NTG... @scottalanmiller You'd be the source for this, but sounds like it's something NTG would do.

We do 😉

@NetworkNerd

@VoIP_n00b said in MSP Helpdesk Options:

@scottalanmiller said in MSP Helpdesk Options:

They literally get to pay LinkedIn to bypass the spam blockersmessage people who aren't connected to.

One and the same. They have a spam white list that you can pay to get around.

OSTicket is not a solution I can use, because I need time tracking also.

I never saw a plugin for that for OSTicket.

@JaredBusch said in Upgrading to osTicket 1.11.0:

So what is the point of using OSTicket? There are solutions for that.

Time tracking would be nice. But lots of shops don't use it. MSPs do, but internal IT often does not.

@RojoLoco said in Have you looked at Itarian's (formerly Comodo) suite of tools?:

I signed up for an account and got a sales call before I had even gotten my "confirm account" email. Not a great start.

That's what it was like for us the first time around. They just kept calling, too.

But this time, so far so good.

@stacksofplates said in Install OpenSupports on Fedora 29:

It does look nice though which can't be said for a lot of them.

That is the reason I looked at it. The view was solid.

@ambarishrh @scottalanmiller can do it for you 🙂

Hopefully soon-ish there will be workflows for things like ticket closings so that there can be customer defined actions, checks, or whatever when something like that happens.

@jaredbusch said in Sodium Helpdesk: Set Default View:

One way that I use ManageEngine ServiceDesk (our current Helpdesk) is a pending view based on category.

All network support (ie not web dev or app dev) tickets that are pending (any not closed status like open, on hold, etc.)

Which this is actually already in place. Right now its labeled ticket type.... but it's categories, and the categories are defined by you. You can then absolutely filter based on the ticket type (considering on just switching to categories for what we call it) and then ticket status in conjunction. You can filter based on multiple types etc. So this in theory is in place already as of yesterday.

@scottalanmiller said in Sodium Helpdesk: Feature Request To Do List:

@wrx7m said in Sodium Helpdesk: Feature Request To Do List:

I think a lot of users choose high priority regardless of actual priority. I haven't had a chance to play with Sodium much yet but if it can maybe limit priorities to low and medium for certain categories/issues with an override for IT, that would be cool. Is that a thing?

Oh, priority limits by user or group, I like that. Also a possibility would be a workflow for setting or approving priority where someone at a management or triage layer would have to assign or approve priorities.

Right, and we absolutely have discussed the potential for workflow integration with ticketing and I believe it's officially been added to our development list. Not sure as to when that will take place so the potential for this form of configuration earlier than that would likely be a nice addition.

@wrx7m said in Sodium Helpdesk: Org and Contact Drop Downs Not Populating:

@quixoticjeremy said in Sodium Helpdesk: Org and Contact Drop Downs Not Populating:

@dustinb3403 said in Sodium Helpdesk: Org and Contact Drop Downs Not Populating:

@quixoticjeremy said in Sodium Helpdesk: Org and Contact Drop Downs Not Populating:

@gjacobse said in Sodium Helpdesk: Org and Contact Drop Downs Not Populating:

@dustinb3403 said in Sodium Helpdesk: Org and Contact Drop Downs Not Populating:

@scottalanmiller said in Sodium Helpdesk: Org and Contact Drop Downs Not Populating:

When making a new ticket, several of the fields are failing to populate.

0_1501824171637_Screenshot from 2017-08-04 00-21-59.png

@QuixoticJeremy @QuixoticJustin

Have you added contacts and organizations to the system? I was looking at that yesterday and noticed that you have to add them to select an org and contact.

Each ticket can have different information.

NTG is a contact / Org so yes.

I would check, but seemingly can't log in today.

I'm waiting on my IT to wake up so that I can figure out what is going on.

I thought they were the only ones allowed to sleep, and you had to work 24/7. . . what's the issue?

lol the issue is that the logging system is turned off atm which is something I need to figure out what is going on... (also something that is not in my jurisdiction)

Every time I hear/read that phrase, I think of this -
Youtube Video

LOL well played sir, well played. And now I want to watch the matrix trilogy....

Adding @QuixoticJeremy @QuixoticJustin

@ntggene said in Sodium: Open new ticket:

@quixoticjeremy said in Sodium: Open new ticket:

@gjacobse said in Sodium: Open new ticket:

@quixoticjeremy said in Sodium: Open new ticket:

@gjacobse said in Sodium: Open new ticket:

@quixoticjeremy said in Sodium: Open new ticket:

@gjacobse said in Sodium: Open new ticket:

@quixoticjeremy said in Sodium: Open new ticket:

@gjacobse said in Sodium: Open new ticket:

Should there be a Submit button?

0_1501780499893_Selection_057.png

Why in the world is your submit button above your description box....

Ah uhm. well,.. uh.. Are you saying the New Ticket bar is the submit button?

No. Look at your screenshot, right under due date.

Oh - well. yea,.. there it is. Huh.

What browser are you using?

Firefox

LOL gene what did you do! I'm in firefox now, I'm playing with screensize, I'm doing everything and I can't replicate this....

Who me? (innocent look)

Looks find in Chrome - but can move things around (whopps) resetting the browser sets it back. Reset Firefox (54.0.1) reset the page settings and the Submit button is at the bottom now.

Good deal 🙂 I'm still going to look into what went on in there. I know that there is also an active bug right now where datepicker will just stop working.... so if that happens just manually enter the date.

0_1501823882445_Screenshot from 2017-08-04 00-16-39.png

@dustinb3403 said in What Do You Want in a Helpdesk and Ticketing System?:

/s I want beer and food from my help desk system. Can you build that in? /s-off

Now that would be an amazing feat. No one would ever use a different ticketing system. Not to mention I would never get any further work done ever again lol.

@fateknollogee said in Sodium-New feature-Helpdesk!:

I guess I’m not finding the place users go to submit tickets?

Maybe I need to first add some users 😄 ?

Currently there is only the one interface for tickets. We do absolutely acknowledge the need for a form of web portal though/email input. This is definitely high on the list of requirements for our ticketing system. We are revamping a good portion of that system though, so likely in that revamp we will be including the web portal as well.

I think it was mentioned somewhere else we are on boarding some developers currently so hopefully we can attack more things at once.