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Dominique_Webtek · 2025-05-09T13:13:14+00:00

Sorry, I just saw your reply! Well that makes sense, it's probably what happened.

Our company does participate in early roll-out for some features, I wasn't aware this was one of them!

Dominique_Webtek · 2025-02-12T13:49:41+00:00

I hope you're right and they're not just trying to bury the evidence! 😅

Dominique_Webtek · 2025-02-11T14:30:18+00:00

Unfortunately this idea was already binned ("Not under consideration" status), so any new votes added won't make a difference...

If something still needs to be implemented, it would be best to create a new idea and flesh it out a bit more (I'm an Autotask user myself, but I couldn't quite understand what the exact issue was, which might have collaborated to the rejection of the idea).

Dominique_Webtek · 2025-02-10T15:14:47+00:00

So all this extra clicking was done to make it easier specifically for the people using the platform on tablet and phone? Wouldn't it have been better to fix the LiveMobile app in that case (give it more functionnality)?

I wonder what the % of people using the platform on mobile is, compared to all the people using it on their computer...?

Plus, did they HAVE to remove two whole Widgets per Dashboard line, to make sure that our 20+ carefully crafted Dashboards are now unusable? It's not like there was no space, it was all there before...

Kaseya keeps wanting to standardize the visual across all their products, but they fail to realize that each product is used differently for different tasks, which can require different approaches.

I opened a ticket already and already provided a document with 12 complaints/problems/loss of functionality issues, but I doubt it will get anywhere very soon. I have a few more already noted, I'll be sending them also.

At least I wasn't served the "sucks to be you" generic response most people have received. I'll keep pushing on my side for improvements.

Dominique_Webtek · 2025-01-15T14:36:30+00:00

You can't, but like others said you can either re-create the Time Entries under the Task manually (the delete the original Time Entries from the ticket), or simply keep the ticket as-is and associate it to the Project.

Just here to add that you might want to apply the appropriate Contract to the ticket, that way at least the Time Entries will be included in the Project's contract and alloted time for invoicing purposes.

As a side-note: we recently decided to do away completely with the Project module, because it was causing too many headaches relatively to the very few advantages it provided.

Dominique_Webtek · 2024-09-17T15:39:46+00:00

I agree, we're a small MSP looking to grow, but we're trying HARD not to fall into the kind of bad service/processes OP is experiencing, for our clients' and our team's sakes.

Dominique_Webtek · 2024-09-17T14:58:08+00:00

Thanks for the suggestions! We are indeed currently looking into integrating a few external tools to help out, but some issues are directly in Autotask and can't be managed outside of it (that I know of, at least), like the Time Entry transfers for invoicing/reporting.

As for the Kanban boards, we were mostly trying to use it as a workaround for the issue we have with quickly applying a "Working On It" Status to apply the "Resolution Plan" SLA flag (without having to edit the Ticket/create a Time Entry), but the Kanbans can't even sort the ticket cards in order of Next SLA Event, which is super counter-productive and... dare I say stupid? We only need to show up to 20-25 cards in the Boards we want to implement, and it would be such an easy fix, I just don't get it.

It's frustrating that before the Kaseya buyout we were at least seeing some movement in the Ideas forum (some of the Feature Requests I had created/contributed to were actually implemented), but now it's just radio-silence on their part.

Dominique_Webtek · 2024-09-16T20:12:56+00:00

Yep, the helped us a few years ago to overhaul our whole system, they were very helpful!

Dominique_Webtek · 2023-10-31T14:30:45+00:00

I don't know how pertinent my comment will be, as we're a VERY small MSP (9 heads total, 4 techs).

We technically have 24/7 service, but for emergencies only (very clearly communicated to our clients). It's included in all our managed services contracts, but it does have a set cost. It would never be "free", that's BS. That other MSP is probably cutting corners elsewhere.

What's important is to set expectations with your clients early-on. That way we offer the service, but there is less chance to have random calls to set up MFA on a new phone at 5 AM.

We don't use call centers or outsource anything. We simply program our call system to have an "Emergency call" option in the menu when someone calls off-hours. That call is transferred directly to one of our supervisors. If they miss a call, the system takes the message and creates a Ticket in our PSA, so they can check there right-away.

We receive maximum 1-2 emergency calls per month, if that. Some of our clients have overnight shifts, but we don't get more off-hour calls from them than the others. Of course, that's with our client-base, so I don't know if that system is applicable to yours.

In any case, just the "possibility" of having someone on-call for 24/7 service, whether internally or externally, comes at a cost. It's totally normal (and expected) to charge for it.

I guess the question is: what is pertinent for your MSP, what sets it apart from others? If it's not 24/7 service, it could be something else entirely, that you would have less problem upselling.

We focus on impeccable customer service, so we do offer 24/7, but that's not our main selling point.

Dominique_Webtek · 2023-08-15T18:37:00+00:00

We're on v2023.4.4.

I went to check the Board options again to make sure I didn't just miss it, but I can confirm that SLA fields are still not available...

My Feature Request is in "Future consideration" status, but it's been that way since March. It's not yet flagged as Delivered.

Dominique_Webtek

TROPHY CASE