Shamaila.Yousaf

I’m interested in this also. Thanks Sxx

Thanks @Ehsan will log it:). Regards Sxx

Hmm...I'm already assigned to the Service Desk Admin role - as attached.

I have created an FAQ which includes text and a hyperlink to a video. The visibility on the Portal is set to 'Both' & the Status is set to Publish. The customer sees the FAQ via the portal, they click on the video link and they view the content as well as the video. However; the issue we are getting is when we are adding the FAQ as a solution from the Support analysts point of view. We select the 'solutions' icon from the action bar, locate the FAQ needed and select to 'Accept Soluition' the text appears only no hyperlink to the video appears?, The email template received by the customer also doesn't include the video. I have checked the Hornbill wiki for this and all looks ok. Am I missing something? Thanks

Not having much luck here I'm afraid, please see below:

Is there anyone out there using Live Chat? If so, I would love to hear your experiences/challenges with it. I have seen the details on: https://www.hornbill.com/appstore/livechat however; would like to know how others are using it and if they found it a worth while service. I am looking to buy into this as I am sure our users will find this to be a great feature and will allow for a more improved customer experience. Regards Sxx

Both myself and my Team Manager have the 'admin role'. ...so not sure why the error messages?

My Team Manager also doesn't have the rights to add the role for me? - see Error below...I too get the same message? Thanks again!

@Steven Boardman Do you mean the 'Service Manager In-App Reporting' role? I'll get someone to provide me with the access as I don't have the rights to add myself. The request with connections is one that I have been waiting for so will be sure to keep an eye out on the update next week to view the other available. Thanks Sxx

I am trying to locate the Reports which were discussed at Insights, these reports were the ones where Hornbill had already setup re: Customer Satisfaction i.e. allowing us to see ratings against each service etc. The option which needed to be enabled had been at our surgery session, however; the reports still did not appear. I was advised that we would be put down to use the beta version, it would be great to know when the beta version will be available. We were advised that there would be no issues using the beta version and that Hornbill would be happy to receive our feedback. Thought I would add here just in case:). Thanks Sxx

Cheers Steve. I am positive I was informed that customers could only view their requests, however; I have checked and calls can be logged via a mobile, However; the visibility is not great . BTW thanks for all your support at the Insights this year, dare I say it but it was nice catching up with you! Sxx

At Insights it was discussed that there the new customer portal will be coming out in the near future - this excites me a lot!... This will allow our users will have an even more better customer experience when this go live. Is there a possibility for us to have access to the beta version? On another note, will our current setup transfer over to the new automatically? i.e. the FAQs etc? I am looking to publish our FAQs soon so not sure whether it was worth holding off etc? Can I also double check that there are plans in the future for our users to access the new service portal to log requests via their android smartphone? Thanks Sxx

Please disregard the above, I managed to locate the wiki which explains the role: https://wiki.hornbill.com/index.php/Service_Manager_Roles Services Manager role now added - so I am now happy! Thanks

Hi All Hope you had a lovely weekend. Can someone please advise. what job role do I need to have access to the service portfolio? Thanks Sxx

@Steven Boardman some of our other teams have not quiet grasped the idea of connections, so connections are not sent an update. I'll make a note of this and see if I can arrange to have the business process amended to have resolve emails be sent to connections. Thanks

@Deen ok, so is there a resolve for this? Thanks for your reply back.

What role needs to be added for users to access the 'Service' section to create a bulletin? Thanks again.

Thanks @James Ainsworth & @Steven Boardman for the useful information. Outlook seems to be widely used, so guess we could include this as our notification type also. I like the fact that we can apply a bulletin to a particular service as well as the bulletin appearing when its valid and then disappears automatically. Saves time on manual work! I'm looking forwards to us having this feature used regularly...a win win for us and our users! Thanks guys!

Not sure if this is the correct platform for this one. Does anyone use Service Manager to inform their customers when business systems are due to be down i.e. scheduled maintenance. We have so many different forms of communications our end emails usually get ignored/missed etc so not sure if we can incorporate anything within Service Manager. Any thoughts anyone? Regards Sxx

Hi There Can there be a possibility of adding connections to a call upon resolving?...like when you update the call? This will prove to be a useful feature. Thanks Sxx

I've not specified the the text size under the 'general look & feel' in my widget (data list) under: Advanced Analystics>Widgets, so why would the text size differ when i add the numerous data lists to the dashboard? It just doesn't look right. Thanks

Hi A colleague of mine has made an electronic form via Flow, this allows our users to answer the questions and have the job logged directly into Hornbill. It has logged the call however; we don't see the output of the results within the call details or via an attachment. See how the call appears below. Any ideas how we can move forward with this approach? Thanks

I realised I missed the bit where it asks me to select from the drop down box...i'll give this a try. Thanks Sxx

Apologies @Victorit is a group. That makes sense, will have Dan Riley at Hornbill make the change in the business process when we meet up next. Thanks Sxx