Customer Requests

I would like to submit a feature enhancement request based on our real-world use of Xcitium Service Desk 2 in a managed services environment. Currently, the minimum SLA grace period available in Service Desk 2 is 6 hours. While this may be sufficient for standard support requests, it does not adequately address several critical ticket categories that require immediate attention. Examples include: • Employee Termination Requests • Security Incident Reports • Suspected Account Compromise • Malware or Ransomware Events • Unauthorized Access Reports In these situations, a response target of 6 hours is far too long and does not reflect industry expectations or operational realities. Many MSPs and security providers require acknowledgment and action within 1–2 hours, and in some cases even sooner. We would like to request the addition of the following SLA options: • 1 Hour • 2 Hours • 4 Hours These additional SLA intervals would provide significantly greater flexibility and allow service providers to align Service Desk 2 with contractual response commitments and security best practices. Additionally, it would be extremely helpful if SLA Plans could automatically influence ticket priority. For example: • 1 Hour SLA → Automatically set Priority = Critical • 2 Hour SLA → Automatically set Priority = High • 4 Hour SLA → Automatically set Priority = High • 24 Hour SLA → Automatically set Priority = Normal This functionality would simplify administration, reduce workflow complexity, and help ensure that high-priority requests are properly classified without requiring additional workflow rules. As an MSP supporting multiple clients, we rely heavily on Help Topics and SLA Plans to drive ticket routing and urgency. Short-duration SLAs combined with automatic priority mapping would greatly improve the usability and effectiveness of Service Desk 2. Thank you for your consideration. We appreciate the continued development of the Xcitium platform and would welcome the opportunity to provide additional feedback or participate in testing of these enhancements. Sincerely, Yuri Kasan

"invisible filters" in the device list; when clicking numbers on the dashboard audit tab, filters are applied without a clear visual indicator in the URL or interface, which is confusing untill we reset the filter on the device list.

As title. Since the MSI status can already display the reason for the installation failure (Unsupported OS version), I think you should be able to create a pop-up window to inform the customer.

Need option to rebrand macOS similar to Windows.

Could it be a way that the ROI Dashboard could also be a scheduled report, to be sent to executive C-Level?

Currently, on the EM Portal, due to limitations in the current exclusion methods for the "Containment" component, we can only exclude specific files, paths, or groups. We cannot exclude the entire sequence of actions following a given executable file. Therefore, excluding executables that might call unrecognized exe files or generate and execute unknown command files is extremely complex, even if the executable file is trusted. We must search for relevant information in Security Events, Contained Threats, and File Rating's Detected Scripts. This process is extremely time-consuming, and sometimes clients cannot wait that long, becoming impatient and even wanting to disable the Containment component. This makes it ironic to tell customers that using our product will relieve them of "alert fatigue," as they actually have to expend more effort to prevent important programs from being blocked or virtualized. Therefore, we hope you can provide a new exclusion method, such as the one described above, that can directly allow all subsequent actions of an executable file, even if it generates and executes unknown files.

In MSP accounts, currently only the EM portal has the "Access Scope" settings option, while the Enterprise Platform does not. Please add the relevant settings to the Enterprise Platform so that accounts can be managed correctly

FEATURE REQUEST: CENTRALIZED "MAINTENANCE MODE" TOGGLE THE PROBLEM Currently, troubleshooting script execution or application behavior is a manual, time-consuming process. Admins must either modify complex profile settings (causing configuration drift) or manually override settings on the local endpoint. This creates a "blind" troubleshooting environment where it is unclear if a failure is due to code errors or Xcitium components like HIPS, Containment, or VirusScope. THE PROPOSED SOLUTION Implement a Global or Per-Endpoint "Maintenance Mode" toggle within the Xcitium Portal. Key Requirements: One-Click Disable: Temporarily pause all protection components for a specific endpoint. Timed Auto-Revert: Set a timer (e.g., 30 or 60 mins) after which protection automatically re-enables. Audit Logging: Log all toggle actions for security compliance. ADVANTAGES BY ROLE FOR CODERS & DEVELOPERS: Instant Validation — Rapidly confirm if a new script or app is being blocked by Xcitium without waiting for profile propagation or digging through logs. FOR SYSTEM ADMINS: Eliminate Config Drift — No more creating "special" permanent profiles or local overrides that lead to inconsistent security across the fleet. FOR MANAGERS & SUPERVISORS: Operational Efficiency — Drastically reduces the "Mean Time to Resolution" (MTTR) for help desk tickets related to software deployment and RDP/connectivity issues. FOR SECURITY OFFICERS: Controlled Risk — A timed toggle is significantly safer than "uninstalling the agent" or "disabling protection indefinitely," which is the current desperate workaround. WHY CURRENT WORKAROUNDS FAIL MANUAL OVERRIDES: Requires remote access to the machine, which is impossible for large distributed teams. PROFILE CHANGES: Far too slow for iterative development or urgent troubleshooting. UNINSTALLING: Leaves the machine completely vulnerable and removes management visibility. SUMMARY FOR PRODUCT TEAM This feature is essential for environments that balance high-security with active development. It turns Xcitium from a "bottleneck" into a "flexible partner" for the IT team. (Ref: Ticket #118257)