markmanciniwe have been using KAseya 3 years and ticketing is great. We just went to CW and their ticketing SUCKS. If a person puts in their email it won't update them on the ticket lilke K does and they say "that is because they are not listed as a contact." BS answer as I am not adding 800 emails and if you had the person enter the address the WHY NOT USE IT FOR SOMETHING!!!
anyone have any really good way of getting CW to behave like K with emailing the contact?
mmooreSorry, but if you think CW ticketing "SUCKS", then there are issues with how you are using CW.
bkelleherI've found the ticketing in CW to be way better than that of Kaseya. It took me a while, but once I realized that all ticket correspondence should take place in CW it makes it way easier to track emails within the ticket, something that Kaseya lacks.
The major issue I have with the integration between these is the fact that one portal has features I like and so does the other, but you are kind of forced to use one or the other for the client portal. I think the best way to tackle this is to use the k-icon to bring up the kserver portal, and then cusomize the the ticket entry with a custom link/tab on the left that will submit an email to email@example.com, so all tickets are through the email connector. Also, I think you could have another link to the CW portal, so management can log in and see tickets, executive summary, etc.
Mainly, I don't want to lose the chat feature in Kaseya. How has everyone else been working with these issues between the two systems?