will.good

Hi, When we have typed a paragraph including an HTML link, if we then add an ESP condition to that paragraph, the HTML link is lost? Not sure if this is a bug as I would expect the link to remain if a paragraph is turned into an esp conditioned text... If not a bug, can we please get this functionality added. If a use case is needed: We are going to start using CustomerTimelineUpdateNotification emails on our cases. We have customers that are a mixture of Contacts and Coworkers, we want to be able to email say the ticket "has been updated here is a link to view it on the portal" (for coworkers). For contacts we want to also provide the update using {{RequestLastActivity.H_content}} as they will not have access to Hornbill

Hi, Can we please open up the ability to customise desktop notifications? The current config seems strangely limited. The only Desktop notifications that can be enabled / disabled are Live Chat currently. We want to use desktop notifications for Live Chat for our analysts, but if they turn on desktop notifications they get the below also, which are defaulted to ON and cannot be changed. We would like the ability to turn these off

Hi, Is it possible to get a more detailed roadmap for Live Chat this year. I note there are a number of items on the Roadmap in Hornbill, however these are all incoming and there has been very little movement on this page in the past few months... Asking also as we have not seen any new changes to Live Chat since October. We are planning to attempt to shift a lot of our telephony customers over to live chat by the end of this quarter, so it would be good for us to know what is in the works.

Just so I have understood, the only workaround to include clickable links in a snippet is not to use snippets at all, and to have an email template set up for them? This is not a feasible solution for us... we can't have email templates set up for every snippet we want to include a clickable HTML Link in. We're going to end up with hundreds of email templates... HTML formatting works on the timeline updates and when pasting a link into the email composer directly, why can't the same logic work for snippets? This seems like a very basic ask

Hi, I would like to set up a report to be emailed out weekly on a Monday. But am unsure on how to achieve this. There is no weekly recurrence pattern, so am assuming I can run each period, but with the period being the number of minutes in a week? Or am I barking up the wrong tree entirely

Hi @Steve Giller, Yes, I have tried all of these, but I get no results back on all of them (Attribute 2 is where Job Title is stored for us) I would expect quite a lot of results as one of our biggest customer base is People Managers

Hi, Hoping this is possible and i'm just not understanding properly. Using the filters in Service Manager > Reports is it possible to filter for contains? e.g. Job Title contains the word 'People' I have tried using Value is like but not getting anywhere

Hi, We see differences in the timestamp of chat sessions when reporting and when looking at the actual chat session. Sometimes the chat session is an hour out. I'm assuming this is a bug but just wanted to check on here before raising a ticket... example below showing reporting and the actual chat session

+1 A known issues / problems widget would be really useful

Hi, Quite simply, we'd like to be able to, either, toggle the documents tab on and off or have it automatically hide if there are no documents available.

Hi, Is there any way to turn this pup up off? It doesn't really add any value to my service desk and I find it more of an irritant that a help It seems to have a mind of its own sometimes, not popping up, disappearing and staying on the screen when not hovered over a request

Hi Both, thank you - we have used expert services for this. Could we request an enhancement to be able to import profiles via CSV? The same style that we can use to import users. This would be extremely useful instead of having to replicate work. Or the ability to have a setting where we can define which profile should be used for Closure and Request categories. Currently, we use the same coding tree for both, but due to current limitations we have to have two separate trees for this so updating both can be a bit of a chore.

Ours is fine now

@Steve Giller Thank you, that is really helpful. Could we tag this as an enhancement to be able to display the email in the timeline, perhaps?

Hi When sending an email from the action on a request, it displays the full email in the timeline. When sending an email via BP or Autotask, I cannot see anyway to display this in the timeline. I see there is manual timeline and system timeline updates but this does not display it in the timeline as it appears when sending it directly from the email action. Is there any way to display the full email in the timeline when using a BP or Autotask to send it?

Hi, I am creating a report to show certain profile codes logged yesterday. This is the criteria I have used, however it is not taking into account the last filter criteria Date Logged? It is showing requests from all time?

@Met This has worked - thank you so much!

We are currently using some ESP Conditions in our emails, Specifically, a paragraph in one of our emails that is automatically sent to customers upon logging a request. We have an ESP condition set up, if a Request source is Email then insert paragraph, my problem is on the email template when the esp condition is not used (source is not email) it leaves a space where the paragraph would sit. Can it be made possible for the ESP Condition to include line breaks, so we could select the line breaks before and after the paragraph so these would only appear if the ESP condition was being used?

In supportworks, we used to have a setting enabled whereby if a customer emails in to update a closed case, it would send a rejection email to them. Is there a way for us to enable this in Hornbill? We ideally would like for a routing rule to then detect that the email belongs to a closed case, and move the email in to another folder if this is possible?

Hi @James Ainsworth This is perfect, thank you so much

Hi @James Ainsworth Appreciate you checking in, This is currently still under investigation (IN00174690) by the success team

Hi, We would like to replicate our profile codes on closure and use them in initial request coding too, what is the easiest way to do this? E.g. all of the closure codes we have available in closure category, we would like these to be replicated in the Request Category Action

Hi, I am trying to create a report that displays the Document Name and the Library it belongs to. I have found a way to display the Documents and Libraries separately, but have not been able to join them in a report. How would I be able to pull a report that would show both? docmanager-documents.report.txt libraries.report.txt

Enhancement request: Add a 'Download All' or 'Download Selected' button on the attachments pane on a request. We have cases where there are many attachments and would like there to be a way to download multiple files at the same time.

Hi We are looking at allowing connections to be able to view requests that they are connected to, but realise they can't view the timeline. I refer to the below from the wiki We would like it, for when we have enabled connections to View Request, that they are able to see the timeline too (any Customer Visible updates). I was surprised to see that with View rights, they cannot see the timeline, which is usually the most beneficial and busy part of the request. Could we explore giving them Read only access to the timeline too?