AlexOnTheHill

@Mary Thank you for the quick response. I appreciate the advice, it looks like a temporary solution (ie until the next sync). We are likely to have numbers provided that are single use only: personal numbers or numbers of someone who is with the user at the time, not a number we would like to store against the contact but keep against the individual request. If it is not possible to present this information in the call section in the way highlighted above then it is best to leave it as it is.

Hi, I have noticed that when a progressive capture collects a contact number for a user that number is treated as text rather than a contact number. When looking at a request and picking the call option the contact number is provided from the user details and that's fine but as many are working from home at the moment it would be more useful to use the provided contact number. The number can still be located in questions, copied and pasted into the respective telephony system but it would be even better if the provided contact number could be treated as the user's contact number by hyperlinking so that it can be dialled and populating in the customer's phone numbers section. Apologies if there's something obvious that I've missed.

Hello, Would it be possible to look at the following characters which when added to an email aren't correctly visible in the timeline? Greater than > Less than < Ampersand & Presently, if these characters are included in an email to a user the email shows correctly but the entry in the timeline does not, the characters become &gt; &lt; and &amp; respectively If these characters are added to the timeline as an update they show correctly, it seems there is something specific about email that is a problem. Many thanks

Hello, Would it be possible to add criteria that allows us to see the requests raised/resolved within the current calendar week? We do have the facility to run x days and 7 days however if we want to know the progress within the current week criteria for this/previous week would be most useful. As we can see there are criteria for the current and previous month, I hope this kind of enhancement would be possible. Many thanks

Hello, I have a user with visual impairment who has asked if it would be possible to have a dark mode to help them to better make use of the system. Currently this user uses the dark mode in Outlook Webmail and would like something just like that in Hornbill. We have explored the in built accessibility options in Windows and have tried using a dark mode extension for Chrome but these are not ideal solutions. I have seen that there is an experimental dark mode in Hornbill but colours are not changed meaning that light colours that are subtle against a light background clash against a dark one. I hope this is something you could look at developing because I am sure this would be of use to other users with visual Impairment or even regular users who prefer a dark mode. Many thanks

@Gerry Thank you for taking the feedback on board. I'm sorry I could have phrased it differently, we do not automate the allocation of requests to agents, eg we do not use round robin. I didn't mean to imply Hornbill isn't doing anything else automatically, it very much does! If any company doesn't use availability status to allocate requests though, is there a benefit to the button? You could potentially use availability when assigning requests to individuals but as a process we assign to teams, not individuals. If we do need to find an individuals availability we would use our telephony or consult the individual's calendar. I am a keen advocate for Hornbill and completely on board with this being useful, just not for everyone. Please consider making this button optional. Many thanks

I would like to echo the comments of @AmyW As an organisation that does not make use of automation we would like the ability to disable the visibility of this feature. Currently we manage availability through our telephony system, multiple availability statuses is going to cause considerable confusion. Also, I'm surprised a feature has been pushed out without the corresponding administrative control, that's not normal practice surely?

When using FAQs and accept them as the solution it does not populate the timeline or add the any links within the FAQs to the resolution. I understand that the resolution is plain text, is there any way to change the type of text in a resolution to allow the link to be included? Many thanks

When working with a large request that is passed between owners it would be useful if the new owner would be able to read the timeline from first to last rather than last to first. I know we have the facility to sort by most recently posted or updated, search the timeline and to filter the timeline but it would be useful to have a simple sort order toggle. Many thanks