[Feedback notification]

@James Ainsworth - as an aside to this is there any way to determine if a customer has received a feedback request in the last 'n' days and, if they have to not send a new feedback request?

 

[Request List Dashboards - Support for group/multiple dashboards]

I can see the use of that - it would certainly make it much easier for managers etc to use.  Gets my vote

[Unable to run Reports]

@Victor - any update on this fix?

[Unable to run Reports]

We are experiencing the same issues - looking out for the forthcoming fix.

[Feedback only requested once every 'n' days]

We are currently using Feedback requests (with an expiry of 10 days) but we would like to enhance that.

Currently every request that is closed triggers a Feedback Request but we would like to reduce traffic to users and, hopefully, increase their response by only sending one feedback request to a user in any 20 day period.

But how would we do that?

How would we identify if a user has received a Feedback request in the last 20 days or not?

Achievable through BPM?

[Access to Supplier Manager Beta]

Definitely another plus 1 for Supplier Manager.  We're chomping at the bit!

[SLA Target - Escalation Events]

@Steven Boardman,

Thanks for the reply - it makes sense and I had noticed there was no "customisable" item for these notifications.

I was checking to ensure that it wasn't something I had missed but now I know I can go ahead and set them up.

Thanks very much for the pointer and help.

Clive

[SLA Target - Escalation Events]

Having set up SLAs; applied them to a Service we wanted to use Escalation events to ensure SLA adherence.

The problem is that the Escalation Events are set up as Notifications - so what Notification setting do we need to ensure our Analysts / Agents don't turn off so that they receive the Escalation Event notifications and can act upon them?