nasimg

Paul - thanks for this. This has resolved our email notification for calls being assigned and customer updates via email. I understand you are working on the notifications via the portal (which is how I started this topic).

Hi Charanjit Any news about the email updates....to make matters even worse, none of the email notifications are working for us...I can't stress how important this is to us. Nasim

I think this sort of info should be added to the wiki so when you search for workspace, its clear what you can and can't do (btw I'm in favour of a editable post).

I don't see the edit option on my posts in workspaces (even ones I've created) - this is before anyone has liked or posted after. Any ideas why?

I would also like to be able to a customer previous calls (open and resolved) without the need to use a view (which you have to manually amend each time)

Happy to have it as an on/off function (or team level). Just take a look at Facebook, Linkedin, etc - the way they display the posts is what I'm after (Head picture, with the name next to it). Just have a look in this forum page....

Hi Nadeem We are using the above Node (set as you have done) but while the ticket is waiting for a category, the status does change "resolved" and our resolution email gets sent out. Is there nothing else that can be done to force the ticket to not go into the resolved state... Nasim

We have the setting "both" and are only getting the Hornbill notifications (not the email, which we want too).

Hi Charanjit Thanks for the feedback, definitely interested to hear where you get to with this. We have moved from Supportworks so the analysts are used to receiving email alerts. Nasim

Thanks Adam, this is something we are looking to do as well.

I would also like to see the name of the poster. It would make it a lot clearer for analysts (and customers). If you want to make it optionally -= no

What version of admin is this fix available in - I don't see it in 2.0.0.336, although the workaround is good.

I've noticed the sorting option doesn't appear to work on the "Last Login Time" - the other columns allow you sort correctly. Is this by design or a defect?

I'd be interested to know how others get notified when their customers update a ticket - if you have a lot of tickets (or don't view Service Manager regular) we think its useful to get an email telling you a ticket has been updated (like Supportworks does).

Good news indeed - thanks

Please let us know when this update is released - its very important for our reports on SLA

There are basically 4 types of analyst/group notification (email and hornbill type): - analyst assignment; - member added; - automatic email update/automatic call logging; - customer updates – via portal. The first 3 are currently working for both email and hornbill notifications. The last one, customer updates, currently the only option is hornbill notification. I want to know when we can expect to see this available as an email notification - can this be treated with priority as its something critical to our organisation.

If the system updates the ticket that is fine, what I see missing is when someone updates the ticket (without being an owner). The customer would never know who did it.

Generally the customer portal (service.hornbill.com/XXX) looks fine except for where you have to click to start logging against a service. See the below screen shot It should look like the below (it ok if you change the screen orientation from portrait to landscape). Are there any plans to optimise the page so it fits (or a customer app).

I know we have discussed this previously, but I would like to see the ability of being able resolve multiple tickets (rather than one by one). I understand this could cause problems if you have workflow/tasks against them which are open, but for the majority I think being able to bulk resolve tickets is a very useful feature to have (e.g. after a server problem). Happy to see it as an optional config, or a warning saying be aware of open tasks before using

But I think it would help for the customer to know who is dealing with there ticket. Else the helpdesk analyst is a nameless entity. Especially for escalation (eg. Bob hasn't responded to my request to fix the issue)

Customer are not able to see my telephone number on the Customer portal when they hover on my posts (head icon), but this does work on the Analysts portal. Can we have a setting that allows this for both environments?

Good news - this is something we would want too.

Hi Gerry, Much appreciated - I'm selling the system to managers down here but when this sort of issue crops up, my confidence took a little knock. Good to know you've indentified the defect and have hopefully rectified it. Do you know when I'll be able to test it? Nasim

I would like to see the snippets available in any place where you can type text (eg. update, resolve, mailbox).