[easy way for analyst to view a users tickets]

This is something that has been rasied by myself and another member on the forum.  It would be interesting to see if they have some plans on developing a way to view it from the Customers record.

[Closing a ticket without sending email]

I agree that it would be useful to NOT sent a resolution email (which we have built into the the BPM) - it may be that the analyst has already spoken to the Customer and explained in non technical terms the fix but in the resolution they put the technical details which won't make any sence to the customer.  Also for simple password resets where we reset it/unlock it over the phone with the customer there is no need for a resolution email.

Thanks

Tina

[Portal - Form Prompts right justified]

Lovely thank you James.  If you can keep me posted on this that would be great.

Tina

 

[Call Referene as Hyperlinks]

Thanks Martyn, I'll give this a go.

Tina

[Portal - Form Prompts right justified]

Here is an example - see the right hand side :-)

Doc1.docx

[Email Templates - adding Questions]

Hi, I've seen this come up before but can anyone please let me know if there has been any movement on being able to add the questions area into the Email templates.

Thanks

Tina

[Portal - Form Prompts right justified]

Hi, I've noticed that all the form prompts on the portals come up right justified which looks a little odd.  Is there any way of changing these to left or fully justified?

Thanks

Tina

[Call Referene as Hyperlinks]

Hi, I've been asked if its possible to make the call reference a hyperlink to the actual call within the emails?

Thanks

Tina

[Customer/Service Portal - All Request View]

This is good to hear as we don't have to many services however we don't currently display the 'Historic Requests' service that was used for the import from Supportworks because it wouldn't make sense - it would be good for these to appear within the 'All Request' area through.

Tina

[Request List - Reload/Refresh]

I totally agree that this would be a useful feature and one that has been raised to me by colleagues.

Tina

[Updating On-Hold Calls]

Ok great thanks James

[Updating On-Hold Calls]

Thanks Martyn, hopefully it will be sooner rather than later.

Tina

[Viewing a Customers Requests (all of them)]

Thanks for your responses.  My problem is the ability to see it from within a call they have logged.

For example a customer logs a call - and you want to check if they have already logged a similar one from that call/customer. 

A colleague suggested another button within the call that shows all their associated requests like you can with the assets would be ideal.

[Updating On-Hold Calls]

Hi,

I'm sure I've seen this come up before but I can't find it.

We are finding it a little odd that when a call is on hold you are unable to end an email, attach documents or look at the Customers assets.  We can still update the request ok but if for example a Customer has a problem with their mobile phone and I'm waiting for them to bring it round so I put the call on hold.  In the mean time if I want to contact the mobile supplier I'm unable to see their asset details from the call as it's on hold.  This is a pain.

Is there any plans for this to change?

Thanks

Tina

[Making Customers Inactive]

Hi, As part of our leavers process we want to make Customers records inactive.  Can this be done through Service Manger without going to the Administration side?  I don't really want to give everyone admin permission just to perform this task.

Thanks

Tina

[Viewing a Customers Requests (all of them)]

Hi, Can you please let me know how I go about viewing all requests that a customer has made?  I used to be able to go to the Customer record within Supportworks and see them all - however I can't see this anywhere in Service Manager.

Thanks

Tina

[Follow up option in Activities]

Excellent, I'm likeing the sound of that change too.

Tina

[Applicaiton Rights to assign/complete other users activities]

Hi,

I too have an issue around this which is proving problematic here.  My example is the following.

An Analyst is working on a call that he owns, for some reason the call needs to be passed to another analyst for completing - the only problem is the new analyst is unable to complete the activity that is already created as like Martyn we have then assign to the 'Request Owner (owner for tasks).

It is setup like this as we work as one team and I don’t want everyone receiving notifications each time an activity is created as this in its self will frustrate people.

This has also happened when someone has taken on a call as the other analyst is off sick.

I’d be grateful for a resolution around this as it’s very frustrating and restrictive.

Thanks

Tina

[Advice request]

To add to this - you can also see the feedback rating when you log a call within the collaboration suite (once you've chosen the Customer) but then like it's been said it then disappears.  I too think this would be good to have displayed within the call as you are also unable to see it from the Co-Workers record.

Thanks

Tina

[Fix for Assets 2.24]

Hi Dan

I've just had another look at it and when I look at an existing call I am now able to see the Customer Assets.  (We don't have it within a progressive capture as deemed it not needed)  Not sure what has changed but this certainly wasn't displaying them when I logged this on the portal.

All working now though.

Thank you

Tina

[Schedule Calls to log automatically?]

The scheduled calls is something we use within Supportworks for backup reminders etc.  We will record any issues etc noticed against that particular call - this is needed for audit purposes and to look back and assign the calls should there be something that needs addressing.

I know you can set a follow up to an activity within Service Manager but this just moves the activity to the next date not allowing you to individually record any issues/observations with the backups on that particular day so that you are able to look back.  Until we have the ability to set a re-accruing activity that appears each day as an individual activity or a scheduled call facility, Management want us to continue to use Supportworks for the scheduled calls.

[Show analysts online status]

I agree with Kevin's suggestion - this was something that was available in Supportworks and used within our team proved very handy when people were off.

[Managing Organisations/Contacts]

Hi,

I would like my colleagues to be able to create new Organisations and Contacts and also edit the details. They can see all the details at the moment - what permissions do I need to give them so they can create &e edit.

Thank you

Tina

[Copy Service option]

Hi,

We shared the same view as Martyn, would just make life a lot easier.

Tina

[Edit category codes]

Great thank you.