will.good

Just to add to the above if it helps. If a basic user click the logo, it takes them to www.hornbill.com, however is a full user clicks it, it takes them to the Instance homepage. Thanks, Will

Hi, Not sure if this is a bug or as designed. On Basic user accounts, when they click the Hornbill logo at the top of the page near the search bar, it takes them to the hornbill website and not back to the company home as it does for full users? We did have this problem during our onboarding and believe it was fixed then but cannot be 100% sure.

Hi, I am looking for a way to measure chat 'Busy Time' i.e. the amount of time per day/week that there is a maximum number of chats open, and it is displaying the busy sign. I've had a quick look on Chat Reports and Analytics, but can't seem a way to pull this data. Anyone know if this is possible?

@VictorThis has worked - thank you so much!

HI, Is it possible to have a catalog item that is not visible for customers to raise requests on. But is viewable and usable by agents and can be seen by the customer in their active requests? We have a catalog item that is set to service desk visibility so customers cannot raise requests on it, however when we as agents raise tickets on it, the customer cannot see these tickets on their service requests.

Hi, Is there a way to limit the Max Step Count/ change it from 1000? We have an error in some of our processes (already being resolved) where it loops and continually sends a resolution email. Can we limit the 1000 step count limit so that it doesnt keep looping and sending so many emails out?

Hi, In addition to the current yellow 'New Chat started by X' and the noise it makes, we would ideally require the option to turn both the sound / Hornbill and Desktop notifications on for all messages in the chat that the advisor has taken. There are instances where the advisor may be working on another window/screen and may miss the chat as there is no notifications currently

Hi, Is there any way to change either the default font colour to be black and not automatic (on emails) for text that has been pasted into the email? the only setting I could find is this one below. If this isnt possible, is it possible to set Automatic to be black?

Hi @James Ainsworth Unfortunately, it is fairly random. We use the send resolution text node in all our BPs, but there maybe occasions where we don't want to send this. Any ideas on a way round this would be much apprecated

Hi, We currently send out all resolution text entered on a SR but are looking for a way to only send out an email containing the resolution text IF the resolution text visibility is set to customer. I have tried using a decision node, but cannot seem to find anything to look for visibility.

Hi, Where can the information here be customised? I am looking for a place to remove the Feedback option and add in other fields but cannot find anywhere to do this? I thought it was on the Progressive Capture under Customer Search > Additional Display Fields but this does not seem to make any changes to the form?

Hi, I am looking for a way to display email To information for an incoming email that shows on the timeline. For example, If a customer responds to an email we have sent but then adds another person in the To field, this does not show up on the timeline. Is there any setting to enable this?

HI, Looking for a hand setting a request to change status if an email is received. The plan is to set the status to resolved and then if an email is received to the SR to reopen it and notify the owner but cannot seem to do this. I have tried using both suspend wait for status change and wait for request update and setting the Goto If for reopened to Hornbill Automations->Get Request Information->Status contains ( open ) OR Hornbill Automations->Wait for Request Update->outcome == success to include if the agent or customer reopens it on the portal but nothing seems to work.

HI @James Ainsworth Exactly that but would like the system to auto do this rather than the agents have to go back to the email to move it

Also the option to export chat/download as PDF where we need to share/archive outside of Hornbill would be very helpful

Hi, I'm trying to create a rule to automatically move an email to a folder once an agent has raised a new service request from that email. Not sure what Rule Expression would be best to use here?

Hi @James Ainsworth I have copied what you have sent over but it is still not liking it for some reason. Stage : Stage 1 Node : Assign to Owner The node requires at least one incoming connection accept-request.draft.bpm.txt

Hi @James Ainsworth Just trying to add this in, can't seem to understand how to get the info to use this variable? I have tried the below but get the error of "Warning : The node is referencing a context variable that does not exist - &[global["session"]["userId"]]"

Hi, We need a solution to be able to raise a chat to an existing Service Request. E.G. Customer raises a live chat to provide further information on an existing case, we should be able to apply that chat transcript to the already existing request.

Hi, Not sure if this is possible. I am looking for a way to create an autotask that i can use as a custom button to assign to the person who presses it? I can't seem to find a way to get current user details to action this on the autotask business process if anyone has any ideas?

+1

Not sure if this was considered as part of the change. We would like a solution for hiding/deleting the standard Hornbill email templates. We have our own email templates put in and don't need/use any of the standard Hornbill ones. The option to remove would be immensely helpful so that people aren't able to select the wrong one by accident etc..

@VictorDo you have a suggested workaround? Would it be just as easy to disable resolution text sending automatically and just use the email functionality? I think this should be a suggestion for a change request/enhancement. If the feature to auto send resolution text is enabled in business processes but I don't want to, i should be able to select visability as team and this does not send a resolution email out to the customer.

Hi, Looking for a bit of guidance on if it is possible to only send out the resolution text IF the visibility is set to customer? So if the visibility is set to Team then it would not send out the resolution text. I think this is enforced in the Business Process but I cannot see any option to send on basis of visibility. Thanks!

HI, Slightly similar request I believe, with Custom Buttons it would be good to be able to add HTML mailto as a link. e.g. you could click Custom Button A and it would open the email client (Outlook for example) with the To address already filled in. This would look like mailto:TEST@TESTMAIL.com?subject=This is a test Is this possible to be added please?