Teresa Ward

We are working to create a full service catalogue and while some of this exists in our Service Portfolio there are other items that are non-customer facing that don't fit there. Is there somewhere in Hornbill where this can be created and stored?

We use the Hornbill supplied mailbox but have found that customers are emailing this directly which means the emails remain in the inbox and we have to deal with them. Is it possible to put a standard ooo message on there to let the user know these emails will not be dealt with or if not how do others manage unwanted emails in the mailbox?

Excellent, thank you, I'll try amending that so it matches our other processes

For calls logged by analysts I have amended the ICs used with the Raise New button to suit our processes better. However, when using the Raise New button in Live Chat it appears to use something different. I'd like to amend this, basically to remove assigning and prioritising the call, is this possible?

thanks, that's helpful, I can at least see that some have been sent. Is there any way of searching/filtering the list so I can pick out emails to do with 2FA?

We have recently enabled a large group (1200+) users to login using 2fa. Some of them are reporting that they do not receive the verification code when they use the 'forgot password' button. It is only a few users so I suspect the problem is their end but is there anywhere I can look to see if the email has actually been sent, it doesn't seem to appear in the Hornbill mailbox that we have access to for the other emails sent out by the system

Is there a way of limiting the number of closed calls that customers can view in the employee portal Requests area?

+1 for me too

+1 for display name and filter/search option

We are having customers timing out in the middle of filling out a form - is the session idle while they are completing the form?