Integrate K1000 with Microsoft Teams to allow users to open tickets directly from Microsoft Teams and fill in necessary categories/information

In addition the ability to create Planner tasks for Tickets in kace would be ideal

For exemple :

• State "Closed" then color yellow




• State "Open" then color green




• State "New" then color blue

Like the "Priority" setting

Can we have the ability to change rom a dropdown list to radio buttons?
This would greatly reduce the clicks when categorising tickets.

At the helpdesk Configuration at Service Desk › Configuration › Queue Customization are only Custom1 to Custom11 fields available. In order to manage cross-tickets between mulitple queues, there are more Customfields requiered. If you handle tickets between 2 or more queues, the identical custom fields are requiered, to see the fields.

For example: If in queue 1 the custom field 1 ist filled with text "Customer-Name" and in queue 2 the custom field 1 is for single select choices configured, the worker in queue 2 will not see the Customer-Name from queue 1.

Able to bring assets field from asset to Show or modify data.
For example in a ticket for alocation resources (stored on Asset).
the changes need be recorded in a ticket or need a aprovall process to do that. Assign some resource to user. Alocate something to center cost. Change the Asset Status.

I would like to be able to format the output when I print a ticket. I envisage it would be part of the Q configuration and it might be like the template option where you would select the fields that you want to print and some minor formatting options. Currently you get a straight dump which includes history etc and it runs to several pages of no format.

Currently I have a rule in place which copies parent attachments to child tickets for a process. This needs to be a built-in feature.

Some of our team has asked whether is is possible to receive text messages when assigned tickets of a particular priority.
Additionally we would like functionality so that when tickets reach SLA breach a text message alert is escalated to the Owner's Manager.
I understand neither of these are options currently but would be a desired enhancement for the future

We are in the process of switching over to Microsoft Teams for our voice solution. Voicemail will still get delivered to an inbox just as it has in the past, but because there is technically no return address the SMA will not process this email as a ticket. With Teams becoming a big player in this space, a work around would be a good idea.

So often I need to perform the same task on multiple assets. In order to properly track this I have to create a ticket for each asset that needs the task performed. This could be done much better by allowing us to attach several assets to a single ticket. Please please please consider this.

It would be nice if Kace could do something like this as so many ticketing softwares are doing this now.

Some users have gotten in to the bad habit of clicking the email address inside ticket replies and responding outside the ticket. I know this is more a "teaching opportunity" for the user but it would be nice to just completely remove the ticket owner/replier email address from the template. See screenshot example.

When selecting Service Desk in SMA, you can see the Dashboard for whatever default queue is set up for your user profile. Some admins have access to multiple queues, specifically managers who are managing individuals in those queues, and it would be helpful to toggle back and forth between queues to get a singular view of what is happening with that queue.

There needs to be an area where I can put in an email address (Like from an HVAC, Fire System, or just a specific user, etc..) to exempt it from any replies so my customers can still get replies.

Current Priority settings are based on the feelings and opinions of the person submitting/owning the ticket. The ability to set a Default Priority per Category (similar to the Default Ticket Owner) in the Customize Fields and Layouts page would be very beneficial to appropriately managing workloads.

Integration btw MsTeams and Service Desk, will be great if we could create a ticket directly from MsTeams Chat

It would be awesome if all the Queue Owners were emailed when a ticket breaks SLA or Escalation timer rules.
So if you could add Queue Owners check boxes to the Escalation and SLA Violation email on events function like it has already for New ticket on ... events that would be awesome!

Process with many fases that require approval and validation on tasks.
like: Change requests - approve to begin - task1, task2, task3 - tests - (approval of results tests) move on, task implementations, next tasks ... validations task (approval of validation) ... until to end of process.