PSA Software – Business Automation for Successful ITsTrusted Since 2004

New in version 7.0

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This release includes new features and options requested by our user community.

Please find detailed information about what’s new in this release.
New! Labels
Labels are a highly useful new feature. You can now easily create labels in a range of fetching background colors with any text you desire and then assign those labels to any Ticket. These eyecatching labels appear in the Tickets list in front of the description field and also at the top of the Ticket preview screen in the client application, they also appear in the Web Interface and Tickets can be labeled there as well. You can have multiple labels on every Ticket if you want so you can see at a glance exactly what is important to you.

Ticket Labels
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You can of course filter the Tickets list by label so you can easily see ALL your Tickets which are of ‘VIP’ customers or whatever other label you may use. In fact listing all your Tickets by a specific label is a matter of simply clicking the label in the sidebar. You can also very easily Label a Ticket just by dragging the Ticket to the Label on the sidebar.

Also, in Accounts, Contracts and Assets you can define default labels to use for any Tickets assigned under those sections which provides a great way to effortlessly improve workflow and usability. So for example you could define a default label such as ‘VIP’ for Tickets created for a particularly important client, or ‘Critical HW’ for Tickets created from a specific Asset.

More default labels can be defined for Tickets automatically created by the integrated RMM’s you may be using (GFI Max or Continuum) so you could have them labeled ‘RMM’ for example.

The Email Connector provides another place to automatically label Tickets, in fact two more places: Tickets created by incoming “Email to Ticket” can be automatically labeled and Tickets created by Automated Emails, such as those from various external monitoring systems or other MSP tools.

What else can you do with Labels? Well for example you could create a label called ‘Hardware’ and make it a bright color so Technicians that handle hardware will surely never miss it! You can easily create labels for various departments within your business thereby ensuring the right people take notice of a Ticket at the right time just by assigning a label. Of course you can remove and add other labels as appropriate to effectively pass the Ticket around until completion. With default labels defined for a Contract, Account or Asset you can ensure new Tickets are already suitably labelled and ready for action.

All types of Report you generate for Tickets can be filtered based on your assigned labels so creating a Report on just the aforementioned ‘Hardware’ Tickets is now trivially easy to do. Labels also appear in some Reports already but it is a simple matter to also add them to your custom Reports.


Report Designer Upgrade
The built in Report designer has been upgraded with many new and enhanced features that should help you design customized reports faster and more easily.

The design interface has new toolbars including Report Tree (used for selecting barcode Types for example) and Data Tree. When designing your new Report you can simply drag items from the Data Tree and drop them anywhere on the form, making it really easy to layout custom Reports.

A selection of Themes can be chosen from to change the appearance/colorscheme of the Report Designer interface if wanted.

Report Designer
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New features also include support for 2D barcodes such as the popular QR Code format, Datamatrix and others.

Report Preview screen (Print Preview) has been enhanced and you can now see thumbnails of all the pages so you can easily browse through them to see what they look like before printing.

Your custom logos which you add add to reports can now be images in jpg, jpeg or gif format as well as bmp.

Report Designer

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Another new feature in the Report Designer is the ability to specify the default printer to use for Custom Reports. What this means is that you could send different types of Report to certain printers. For example a labels Report could be sent to the labels printer, formal reports that need to look good for your customers or partners can be sent to the high quality color laser printer, while internal reports could go to the basic black & white printer. Since this is a default setting defined for the specific Report, you do not have to worry about selecting the right printer to send it to each time you want to generate that Report. To access this setting simply go to File > Page Setup in the Report Designer and select the Printer Name.

On the Print Preview Window the printer control has been enhanced with the separate printer and PDF buttons merged into a single printer button which opens an expanded set of controls where you can select the printer and properties and also opt to print to PDF which can be saved as a Document in the app or Emailed.
Spell Checking System Enhanced

    • Live Spell Checking
      The spell checking system has been greatly enhanced and now works ‘live’, meaning it will find errors while you type and optionally auto-correct of spelling errors can also be enabled.

Live Spell Checking


    • Custom Dictionary
      Your business personal Custom Dictionary can also now be included and populated with words to suit your specific requirements.

Custome Dictionary

  • Auto-Correct
    Auto-correction system which when enabled can automatically fix spelling errors as you type, also using your Custom Dictionary.
  • Spell Checking Preferences
    All spell-checking features are available throughout the entire application and can be controlled through Tools > Options > Spell Checking


New! Create a Ticket for Customer from Email Sent by Employee.
This has been an often requested feature and previously there was a workaround to configure the Email Connector’s Automated Emails feature for it to work. But now there is a built-in proper way to do it! Now an Employee can easily create a Ticket for a Customer simply by including the customer Email address at the start of the subject line, prefixed with an @ symbol. For example the beginning of the subject line should look like this:

This can also be used when a customer sends an email to an Employee and then the Employee forwards this mail to the connector.

In both situations the Email Connector will now create a new ticket for the customer and also send the appropriate auto response as if the Customer had emailed directly to the Email Connector using the usual support address. The prefix will be automatically removed from the subject line when processed.

Email-to-Ticket forwarded by Employee
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Enhancement in Account Status
Now you can easily hide old customers you stopped working with in all Accounts lists by setting Account Status to Not Active which you can do with the new checkbox which has been added to the Accounts Window.

Now the CRM module fully “understands” Account status and doesn’t show inactive Accounts in various Windows. Secondary Contacts of inactive Accounts are also hidden. In order to show Inactive Accounts just un-check “Hide inactive Accounts” in the Accounts main Window and Accounts selection Window.

This feature exists in the Windows application as well as the Web Interface so you can quickly filter out those inactive client Accounts wherever you access the system. Once filtered you can then use the other functions to act only on active Accounts, for example you could easily export a list of active Accounts or send Group Email only to active Accounts, do a Batch Update, create a Group History Note etc.

Hide Inactive Accounts

Hide Inactive Accounts


Changes in Account Details tab
On the Accounts Window the Details tab has been rearranged and the popup message configuration is more prominent – this message pops up any time the Account is selected so you can be alerted to any important info regarding that Account.


Assets Window
In the Assets Window the tab for Vendor/Manufacturer has been removed and all fields moved to the rearranged Details tab for convenience.
User Interface Scrolling Enhancements
Scrolling through long lists of Tickets, Accounts, Contracts etc. is now better with these newly added controls:

  • Ctrl + mouse wheel: scrolls the list by the number of rows currently visible in the Window. In other words if ten rows are currently visible then this function will scroll them by ten rows at a time.
  • Shift + short mouse wheel: this scrolls exactly one row at a time.
  • Short mouse wheel: this scrolls the list two rows at a time.

When scrolling through a long list, the scroll bar now shows an accurate indication of the items position in the list. Now you can get a much better idea of where you are in the list when you have very many items to deal with.

Batch Update Taxes for Items
This function allows you to batch update the tax settings of items. You can set new taxes and overwrite any existing settings, replace one tax with another or remove a selected tax. This update is performed on all the selected/filtered Accounts and naturally will save a lot of time.

Batch update Item Taxes


Batch Remove from Inbox
A popular timesaving feature just got better with the ability now for all employees (subject to assigned privileges of course) to remove Tickets from the Inbox instead of only the SysAdmin user being able to do that.

Web Interface Enhancements
The new Ticket labeling feature has been embedded in the Web portal which means you can label tickets and filter the Tickets list by those labels, all from the Web so technicians on the road can be even more on the ball.

Ticket Labels in Web Interface
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The new Labels feature is available both in the standard and mobile modes.

Ticket Labels in Web Interface


Continuum (formerly Zenith) Link – Enhanced Two Way Sync
The native integration with Continuum RMM is now fully functional in this release.

Using the enhanced link you can now:

  • Reassign Tickets in your help desk to Continuum’s NOC.
  • Add comments to Tickets in your help desk that will be sent to Continuum.
  • Create new Tickets in Continuum from Tickets in your help desk.
  • Review a detailed audit of sync changes.
  • And more…

Send Ticket to Continuum


Enhanced! Official Support for QuickBooks 2014
QuickBooks 2014 is now officially supported when using QuickBooks Link module.

==> Read more about QuickBooks Link
And Also…

Two new troubleshooting utilities now built into the app which will perform a range of checks to help you understand why your Email Connector or Alerts Server are not working as expected so any problems can be more easily found and corrected:

Settings > Email Connector > Configuration Check
Settings > Alerts Server > Configuration Check

Simply click the Run Tests button which you will see at the top of the page after clicking either of the menu items above and the system will check for configuration errors and inform you of what it finds.

As well as all the above there are a variety of performance enhancements, interface tweaks and bug fixes.


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