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Polly.Horn

Hornbill Users
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Everything posted by Polly.Horn

  1. Thanks Steve, Our requests don't turn yellow if they've been updated since we last accessed them. Very odd. Thanks for the advice though. With the sub status, after testing it seems that if it's put on hold and the customer replies, the sub status disappears (meaning we no longer know which calls we put on hold) any ideas on this one? thanks Thanks for your help
  2. Hi, my team have just started using Hornbill to manage calls from users for our social care system. I believe we don't have full admin rights. I've had a look but can't find the answers we need. We would like to do 2 things: See easily when a customer has responded to a call (is there a way to filter/highlight these and do the calls need to be assigned to do this?) this is mainly to know for when one of our team is not in the office/off sick, how do we know if a call has been responded to by the customer if it's not assigned to us. We would also like to be able to categorise calls (Not a closure type, but what we are doing with the call 'with user' 'waiting for auth' 'with other team' 'new user request') I hope someone can help/point me in the right direction. Thanks
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