[Search Issues]

Does anyone experience issues with search\lookup sometimes when we type a contact in or an organisation it wont start listing things until the whole organisation is typed or contact. This does not happen all the time but is fairly frequent. Most of our analysts use Google chrome but we see similar in IE11. It might be useful to have a 'list all' button\feature next to the search you're doing so at list you can choose? Can be frustrating for analysts when logging calls and you have a new contact on the phone.

[Multiple emails per contact]

Hi

Is it possible to have more than one email per contact? we have a customer that logs calls and he would like the rest of his team to be notified once a call is logged by email.

Thanks

Chris

[Empty Emails]

Hi

We sometimes receive emails from customer that don't contain any text in the body of an email, because of this it means you cant raise a requests from the inbox we have to forward the email with some text in the body of the email and log it that way, is this a bug or intentional?

Thanks

Chris

[Attachment Preview]

Hi

It would be useful if you could hover over attachments to see a preview as we get loads most of which are peoples email signatures. Our support teams would delete them if it was easier to see what they were instead of going through each one, maybe something in a future release?

[Attachments on inbound emails]

Hi

I thought the behaviour of inbound emails to a call that contain attachments where added to the attachments section, is this not the case? As its not always easy to see if the inbound email has an attachment in it unless the customer says see attached.

Thanks

Chris

[Customer search in progressive capture not showing all customers]

I have a customer [information removed] in the contacts database, when I search for Paul it doesn't list either of them any reason why? Had this a few times before with other people. Its not until I type Paul A that it comes up see attached.

Thanks

Chris

 

EDIT: post was edited and confidential information removed

 

[Business process for Raise New Request using custom button]

Perfect thanks, all sorted

[Business process for Raise New Request using custom button]

Hi

Does anyone know which business process the raise new incident uses when you add a contact? As it doesn't seem to follow of any of the ones I use. See attached.

Thanks

Chris

[How to identify which user made a timeline post or comment]

Sorry I keep missing the obvious stuff! Its because I haven't added pictures yet Thanks

[How to identify which user made a timeline post or comment]

We have a number of analysts that add comments to calls but it doesn't show in the timeline who is adding what, is there an easy way to find out who has added comments etc.

Regards

Chris

[Viewing the original source email from a timeline post]

Thanks, didn't spot the option. Many thanks

[Viewing the original source email from a timeline post]

Hi

When people update a call via email the headers are lost so you cant see if they cc'd in someone else, is it possible to get this so that inbound emails have the headers included to show the email was sent in from and cc'd

Thanks

Chris

[Clean out sent items from mailboxes]

Hi Trevor

Yes please

[Email Clean Up]

Hi

We are going live today is there away to quickly clear down the sent items folder in the mailbox?

Thanks

Chris

[Clean out sent items from mailboxes]

Hi

Does anyone know how I can empty the sent items. We go live tomorrow and have loads of test messages in the sent items I would like to clear.

Thanks

Chris

[Send customer surveys]

Hi

Does Hornbill have the ability to fire off surveys to customers to find out how there experience was of the support calls.

In our old service-desk system customers would receive a satisfaction survey normally after ever 10 calls that were closed.

Thanks

Chris

[Self service alert]

Thanks for the response, can you add assign to team in a progressive capture?

Regards

Chris

[Subscribe all co-workers/users to a service]

Hi

I want to be able to add all my internal (co-workers) to a service but I don't get the option to add internal to the subscribers list which means I need to add 200 staff to three services.

Any ideas?

Thanks

Chris

subscribers.pdf

[Self service alert]

Hi

When calls are logged via the portal they go to a view no team assigned, is it possible to have an alert to first line staff that a new call is logged via the portal?

Thanks

Chris

[Moving calls between boards]

Thanks James

I have managed to automate a number of the boards now, my only issue is when I assign the call from the servicedesk to 2nd line (no owner) I want it to move to the teams board with a list called new calls no owner but I cant seem to find where in the business process I can add the node so that the call appears in the correct place on the board. See Business Process attached, any ideas?

Regards

Chris

Boards.pdf

[Moving calls between boards]

Hi

I have two boards, one is first line team (ServiceDesk) and new calls raised show in this board OK and in the correct board list. When I assign the call to a new team secondline I want the call to appear on the teams own board. Is it possible to move between boards? If so do you have to remove requests from one board before adding to another board?

Regards

Chris