Open FluidNets-DamianS opened 6 years ago
Nness
commented
6 years ago For Onsite IT. In connectwise it called as streamline IT. You can create member with type of streamline IT, then they can use HUD. For streamline IT member, HUD won't allow them to use broadcast.
I remember streamline IT member cost free. They are not count as normal engineer/technician.
Nness
commented
6 years ago ConnectWise and Autotask both have same kind of concept on users. They both have two different kind of user.
DD-TECH uses API that related to member while portal uses API related to contact. Contact and Member are completely different table inside SQL.
That's why to use TECH, given user must be a member in ConnectWise. We are planning to make Portal have more advanced way to list tickets, of course it won't be same as TECH, since it won't be based on status or board.
Onsite IT who is familiar with Board and Status concept should be exist as streamline IT to use TECH.
Nness
commented
6 years ago Our priority for now should be following.
I believe Onsite functionality is good for Autotask, since ConnectWise have streamline IT where Autotask doesn't. Autotask treat contact as Onsite IT.
So for your case, you don't have to wait on us to implement Onsite but use TECH directly by create streamline IT member.
FluidNets-DamianS
commented
6 years ago Does tech follow rules in admin on limiting what company and boards are accessible?
FluidNets-DamianS
commented
6 years ago Never mind, it does.
Nness
commented
6 years ago In the past there was condition it failed to respect those settings. e.g. when they didn't select any companies in TECH, it actually display tickets for all companies. I think that's been fixed. Let us know if there are any issues, so we can fix right away.
FluidNets-DamianS
commented
6 years ago @Nness StreamlineIT is not free it is a monthly charge per member.
Nness
commented
6 years ago Thanks for confirm that. We will put that into account when we prioritize tasks for next quarter.
Nness
commented
5 years ago @FluidNets-DamianS There are few things will be released in next few months.
Aycorn
commented
4 years ago Similar Request: Service Ticket #22102 - DD Tech Access for Autotask Contacts
Nness
commented
3 years ago One way to address this is to introduce company policy. Where default policy is anyone can create ticket, alternative policy will be only user with all tickets or approval permissions can create ticket.
For team that's manager can create ticket, where it can override company policy.
IamBlackmonty
commented
3 years ago One way to address this is to introduce company policy. Where default policy is anyone can create ticket, alternative policy will be only user with all tickets or approval permissions can create ticket.
For team that's manager can create ticket, where it can override company policy.
That is exactly whats needed :)
@chris-ls Before i worked for Fluid I owned my own MSP that was sold off. We used Autotask and at the time they had released a new customer portal that did something similar to what you were mentioning here #120.
There was the normal customer portal, but we could enable an "Onsite IT" feature inside where the customer could submit tickets, based on what was submitted tickets would either route straight to their internal tech queue or some types could skip and come straight to me. In addition the Onsite IT could escelate a ticket they need help on at any time. This was something I loved and missed when moving to Fluid where we use ConnectWise.
Our break down is like this: POC (85%): Customer wants all requests from users to be internally submitted to them via email, phone, etc and then the POC will open tickets on behalf of the user #54.
End-User (10%): Customer allows users to submit tickets themselves. However most of the time the POC wants to be CC'd on all communication. "All Tickets" does solve this but not real-time so we have a workflow that adds the POC as a ticket CC automatically.
End-User w/ Approval (0%): Same as above but using "Approvals" from the POC. I don't think we have anyone like this today. We do are best to persuade POC's against it as it hurts our reputation when a user submits a ticket and the POC forgets to approve for a week+.
Onsite-IT (5%): We setup a dedicated board 🤢 for a customer and their techs to use and let their techs manage their tickets and then escalate to us as 2nd level IT. This is a great concept and is a good way for us to get in the door with new customers. However setting this up in CW is a huge pain and it creates a completely different workflow for our techs that reduces our effectiveness. At the moment DDtech seems almost like a perfect for these type of users. The only issue is that Broadcasts needs to be locked down. Moving some of these features to portal would be nice as we can then offer customer branding to the portal. For us we also do not use our company domain for any tool-sets for the idea of customers not always wanting to see our name in which case all tool-sets are under our VIT domain. The big downside to this is that I have to pay CW for a licese which is stupid since they don't need all the features my internal techs need. In addition we restrict it down heavily as CW is confusing maze.