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BobbyB

Hornbill Users
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About BobbyB

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  1. Just a general question for everyone. We currently track all of our analysts logged calls, this is a KPI and forms part of their performance reviews. To ensure that I can account for all of their logged calls, I also need to account for all customer chases. We do seem to get a log of customers calling back, asking for updates or wanting their issue fixed quicker. The best way for this to happen would be for the customers to check their requests on the portal but this practice could take some time to bring into reality. It would require a complete change in our customers IT working habbits. So I'd like to ask everyone out there, do you log and track customer chases and if so, how do you report on these? Many thanks, Bobby
  2. Thanks Conor I'll have a look now...
  3. Good morning, hopefully an easy one, is there a specific table that holds our fields from our captures? Would really be useful for reporting... Many thanks, Bobby
  4. This would be very beneficial to have a separate time input... Thank you,
  5. @Steve Giller, snippets can be used for specific faults and/or requests which can save time and accuracy when emailing to external companies or even internal departments, ensuring the same response is sent by multiple staff. For straightforward email requirements we use the email templates, which work very well but not all conditions can be setup for automation and the snippets fill this gap. We use a variety of snippets for different fault/request types and as they are correctly titled aren't used incorrectly. If the snippets had a the same variable set as the email templates they could provide a more useful function within the Service Manager toolkit. Thanks, Bobby
  6. It would be very useful for full audit details to be added to the requests, including location. Thanks,
  7. Having the original email copied into the timeline would then give us an unaltered copy of the email. Any subsequent changes can then be audited. Thanks,
  8. This would be very helpful! Thanks,
  9. This is very useful in allowing supervisors/lead technicians to approve changes in their manager's absence. This negates any delays in approving changes. Thanks,
  10. Would definitely make it easier to find the assets if they are in alphabetical order!
  11. Due to the number of applications and devices we currently look after in IT, we have quite a large number of categories for the customers to select from. As these categories are displayed using an agreed standard, some customers may not necessarily know what they are (as there is often different terminology that is used for the same thing). Would it be possible to have 'tooltips' available on the categories? This would then allow the customers to have a longer description of what the category is. Many thanks,
  12. The ability of our technicians to see all requests in their areas of responsibility is very important. This addition would ensure the lists are accurate for whatever area they are responsible for. Thanks,
  13. This would be extremely helpful in finding specific question related information.... Thanks,
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