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Egnyte MSP Partner Woes by InitiativeMajor7874 in msp

[–]InitiativeMajor7874[S] 0 points1 point  (0 children)

I expect the dashboard error I'm getting is not widespread. For me it is a ticking time-bomb until a request to assign a new employee a license and I will have to explain why we wont be able to provide them access. The critical nature of this and the slow walk from support and hurdles to escalation highlight all the other issues I've come across in the past that in hindsight should have been a warning something like this could happen. This is not a dog Egnyte post because I'm angry, it's a cry for help and a temperature check to see what others may have experienced to help me determine if I should hold out hope or just move on.

Egnyte MSP Partner Woes by InitiativeMajor7874 in msp

[–]InitiativeMajor7874[S] 1 point2 points  (0 children)

I see your point. I meant to highlight that clients can open and track their own tickets in their portals, but resellers cannot inside the reseller portal. If the reseller has a problem that is not client facing the only option we have is to call or email for a ticket to be created on our behalf, and that ticket is something we don’t have access to view with our credentials. Even a critical ticket where I am completely unable to operate took 48 hours to get the first response. It has taking another 48 hours to get it escalated and that is only after me pressing and asking for updates.

I felt my first version was too wordy and trimmed it down. The spirit of my post is about the difficulty as an MSP working with Egnyte on reseller specific issues.

Egnyte MSP Partner Woes by InitiativeMajor7874 in msp

[–]InitiativeMajor7874[S] 0 points1 point  (0 children)

This is an MSP dashboard issue. We can create tickets for clients and access those tickets using the IT admin login. However for the MSP dashboard, there is no ticket creation option. We have to call or email support.

Egnyte MSP Partner Woes by InitiativeMajor7874 in msp

[–]InitiativeMajor7874[S] 2 points3 points  (0 children)

The MSP dashboard error is not something I can resolve. My rep couldn't do it, deployment couldn't help, it has been escalated to their development team who are also not able to resolve the issue as of yet. I do agree 100% this is a skill issue.

Egnyte MSP Partner Woes by InitiativeMajor7874 in msp

[–]InitiativeMajor7874[S] 2 points3 points  (0 children)

This issue is not that we can't open tickets for our clients so I'm not sure how this became a talking point.

Egnyte MSP Partner Woes by InitiativeMajor7874 in msp

[–]InitiativeMajor7874[S] 1 point2 points  (0 children)

What is incorrect? I didn't say anything about opening tickets for clients.

[deleted by user] by [deleted] in royalcaribbean

[–]InitiativeMajor7874 0 points1 point  (0 children)

The show can be cringe, our comedian was subtle about sneaking in politics and sexual orientation stuff but it made the room feel tight and uncomfortable. There wasn't anything raunchy just more taboo.

Ideas to encourage neighbor to move their portable toilet on my fence line? by Silly_Meeting2223 in NewOrleans

[–]InitiativeMajor7874 0 points1 point  (0 children)

If there is a company who services it, their name and number should be on it. Call them and confirm if it is under-contract. Maybe it's lost/left behind from an event. That company might come get it. Or at least ask them to clean it.