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Gareth Noon

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  1. Has there been any movement on adding sorting options to notifications within Service Manager? Allowing users to sort oldest to newest or visa versa in their unread notificaitons?
  2. @Berto2002 Thanks for this. These are situations where we have asked the customer for more information etc though, and then they haven't come back to us.. So we wouldn't ask them a question and then resolve it at that point. I'm trying to catch and resolve the tickets (in an automated way) where we have asked for more information but the customer has then never come back to us.
  3. We have a number of tickets that are still open (on-hold) awaiting a customer response. We are looking at the possibility of using automation to send an email from tickets that have been in the “Awaiting Customer” sub-status for x number of days (e.g. 30 days) and then set the status to resolved at that point, so that the ticket is then automatically closed after 7 days. The email could state something like "this ticket will now be resolved due to inactivity. However, you may re-open it at any time within the next 7 days if this issue is not yet resolved. Please respond to this email to re-activate this ticket. We have a third-party provider that uses this functionality with their Zendesk system and so wondered if there is an alternative within Hornbill Service Manager.
  4. Same issue here, I've raised a support request for it (IN00175232)
  5. Would it be possible to add a sort by (newest or oldest) to the notifications? Feedback from some users is that when they have a lot of notifications they like to deal with the oldest first but to do this, you have to keep scrolling down.
  6. We have seen quite a few instances of duplicate tickets being raised via the Customer Portal recently. I've checked the latest examples this afternoon and they were raised two seconds apart with sequential reference numbers. This seems to be happening too often to be user error/problems with a particular connection and this is happening to numerous customers. I wondered if anybody else has been experiencing the same thing?
  7. Hi, when raising a ticket from an email, the resulting message now states "The following error(s) were encountered while logging the request :" It seems strange to display this when there aren't any errors. This seems to have been introduced in build 2526.
  8. Thanks Steve. I have a lot of charts using the 'previous month' condition in my dashboard which are used for my reporting and so I'd prefer to wait for a fix rather than modify them all and then have to change them back again.
  9. Bumping this post as we are still having to use a workaround for this.
  10. As an update for this, my workaround was to get the code from Wistia to embed the link and so I switched to the source option and did this which has worked.
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