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Hannah Stella

Hornbill Users
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About Hannah Stella

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  1. We're seeing the same thing but with one exception. The timesheet category is NOT selected prior to completing the activity. After selecting it does not default, even when we select to default on future activities.
  2. @Jeremy @Chaz I've noticed that there is a pattern. The notifications move to dismissed if you're tagged/mentioned or if there is an update. The only time the notifications do NOT move to dismissed automatically is when a ticket is assigned to the team. After selecting the hyperlink to open the ticket I have to manually dismiss this notification.
  3. We'd like to request an enhancement to the visibility of the email updates from customers on the timeline. Currently the visibility shows 'email update' and customer name. It's not visually clear when a customer adds a cc'd email address. If there are no screenshots/attachments it's not necessary for our team to view the email. However, it's wasteful to check each email update in anticipation that another person was cc'd/included. We'd like the timeline to have a clear visual when others are added, to ensure we reply to all appropriate customers. In the screenshot below the customer, Bailey, added 4 people to the email. It's not easy to identify this with the current visibility:
  4. Our teams are experiencing significant slowness in downloading the request list on the mobile app. Has anyone else had this happen? We've ensured the iPhone is up to date. We clear the cache on the app. The only workaround we've identified is navigating to a page with less content, like Workspaces, then navigating back to the Request list which then loads faster. Our Maintenance team uses the app as their primary device for Hornbill and rarely have access to a PC. Therefore it's very inconvenient to their daily work.
  5. Our teams have requested that the search functionality that exists on the service portal also exist after selecting a service: Searching on home page: Once a service is selected the search bar is not available.
  6. We're looking to build a report to identify how many tickets were created on a specific day of the week. Ex: we have service desk technicians working Saturdays and we're trying to determine if it's worth the time/cost. We'd like to see how many tickets were created specifically on Saturdays. Any tips? @James Ainsworth
  7. @Steven Boardman +1 I'm interested as well
  8. Thank you @Martyn Houghton! I did a search but your article didn't populate.
  9. We'd like the ability to sort or organize our FAQs for each service. Either alphabetically or in order of most common. Right now we're unsure of the sorting logic. It doesn't look like it's sorted by Views - but it may be sorted by the number of 'likes'? I've mostly noticed newest articles appear at the bottom. Any feedback would be appreciated, thanks!
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