Emily Patrick

+1 for this. I noticed it this morning when logging a ticket, and thought it was odd.

We have it built into the capture of one of our forms as a static radioset, and then we can report on it this way

We have a contact type of 'Walk-in' that the analysts use. It's just a radial button that can be selected when raising a ticket. We also have a 'counter quick ticket' to record a quick query and it asks for the location as we have multiple counters at different times of the year

Thanks @Steve Giller, so can you mark this topic as an enhancement then please? Having read the article and at this point (https://docs.hornbill.com/esp-fundamentals/about/about-roadmap#how-we-manage-feature-requests-received-from-customers-or-partners) where it says to raise it on the forum, which it has been here since mid June. I'm sure @CraigP, @Gareth Cantrell and @Damien Lynn would be interested in getting it marked as an enhancement too?

+1 on the ability to promote FAQ's as this is something we have struggled with for a long time. My way around is to only search for 1 word, I still get pages of results, but I hope it might reveal itself higher up the list, and try and think of a unique word that's likely to be in the article I'm looking for. @Steve Giller, I've done a quick test on what you have said about the feedback returning the result higher than other articles just now on the word software. I have 1 article with 2 likes, and another with 1 like (small numbers I know, but it's the same across both articles hence the choosing) but in the results, neither of them appear in the top results. To get the one with 2 likes, I have to go to the very last page, and it's the last result to appear!

+1 for this

@Gerry Yes, it would be similar to the way that we currently e-mail from within the ticket, but instead of e-mail, it would be a Teams chat instead, with somehow being able to add this to the timeline, so should someone else pick up the ticket through a hierarchical escalation, they are able to see what has already been communicated/discussed/attempted with the user. Thinking of it again now, if it can be from a 'central' user (might be something we would need to configure on our side, thinking out loud) that would prevent individuals from being 'targeted' outside of Hornbill for future support would be beneficial, like we have the Hornbill mailbox that sends out the notifs regarding the ticket status etc. I've not looked further into what @samwoo or @Berto2002 have mentioned yet, or if I have, it was a while ago now, so will need to revisit that suggestion too.

@David Hall Thanks for the update. A number of our analysts already have the Status column showing in their views of tickets/queues, but it still doesn't help with quickly being able to identify what tickets are new or open and needing attention. Hopefully both issues can be fixed in time for the next SM update next week.

@David Hall is there any update yet? We're still getting comments coming through about it. Can you provide us with an update please?

@David Hall Thanks for the update. I've just checked the ticket for the first line in my screenshot, and it appears it could be a comment added, after the ticket was put on-hold....however, when this has been the case before, it would turn to the same blue as the bottom ticket in my screenshot. The update was put on the ticket by the person who the ticket is assigned to, so not sure why it would be a different colour to the other on-hold tickets??

I've checked ours, and while the top ticket is showing it's on hold and is grey, the text is still standard, but the other on-hold tickets are a different shade. Our un-read ticket still appears as our usual blue, that I can see at the moment.

I can see the following across our services, but the text is still standard, it's not in italics. However, the shading seems to vary as you can see on the top 3 in the screenshot below.

I've also noticed this myself too. Where the ticket would be highlighted grey, it would also show the text in italics, and it's just showing as standard type font, can this be added to the list too please?

@James Ainsworth Thanks for the update! I'd been keeping an eye out for one since I posted on Daniel's new UI post back in November!

Hi @HGrigsby, No, I didn't get a definitive answer to my query. Now, I try and use "unique" words that I think might appear in the article, to help narrow the search results down. e.g. searching for mataro when looking for staff drive mappings, as staff/drive/mappings will return too many results to search through, where as mataro will return 3, and the 1 I want, is definately part of the results! We're moving away from using the inbuilt FAQ's as the usability and searchability isn't helping us. We've mentioned it to our customer manager many times! (She's fed up of heard about it from us I'm sure!!)