derekgreen Posted July 3, 2018 Share Posted July 3, 2018 Hi all! a few of our users have asked if it is possible for them to be notified whenever their calls are updated by a service desk analyst (e.g. - we have paused a call while awaiting info from a third party). At the moment, they have to go to the service portal, find their call and open it to see if it has been updated. Any ideas? Link to comment Share on other sites More sharing options...
nasimg Posted July 3, 2018 Share Posted July 3, 2018 This one comes up often from our customers (and we are 100% portal based) - we still send emails out and this is still the most preferred channel for communication with staff. Especially as they get these emails on their smartphones. The update option doesn't notify the customer - so we instruct our analysts to use the email button. You can disable the update option if you want so its not visible (but I think its useful when you don't need to notify the customer). If you were present at the Hornbill Insight (last week) @Gerry mentioned a new customer app (as opposed to the webpage) which would be great for us and would help reduce reliance on emails. Nasim Link to comment Share on other sites More sharing options...
Lyonel Posted July 3, 2018 Share Posted July 3, 2018 I actually mentioned that particular challenge with Hornbill staff and other customers during the INSIGHTS event last Wednesday. In my opinion, there should be multiple options: The analyst uses the "e-mail" tab within the request to send an email to the customer The system should send an e-mail automatically (using a custom template) every time a new update (or comment) is done with visibility "Customer" or "Public" on a request By such mechanism, we can choose which way we want to approach notifications. (A notification bell on the future "employee" portal could also be an idea?) At the moment, I am fighting to get rid of e-mails... In the mean time, I have advised my analysts to post updates as actual updates and send an e-mail to the customer using a snippet and custom email template: Far from ideal, but better than nothing. My biggest challenge is getting my analysts to stop using email altogether... Success rate at the moment is extremely limited I have to admit. Should we have some of the options I mentioned above, it would considerable change things. Link to comment Share on other sites More sharing options...
Steven Boardman Posted July 3, 2018 Share Posted July 3, 2018 @derekgreen we do have a story for this, in essence an email notification for customer facing updates - with opt in / out options. I have added you to this story along with a number of other customers, so i hope to see this coming along sooner rather than later We'll post back as it progresses Steve Link to comment Share on other sites More sharing options...
derekgreen Posted July 3, 2018 Author Share Posted July 3, 2018 Thanks all, I will await the developments that Steve mentioned with interest. An opt in/out email solution sounds good. Link to comment Share on other sites More sharing options...
Martyn Houghton Posted July 3, 2018 Share Posted July 3, 2018 Following on from @Lyonel point about a notification bell on the My Services/Customer Portal which I think would be a good option as well as having the option for email opt in/out. Perhaps having the notification option then on the new native My Services/Customer Portal app @Gerry mentioned in the road map at Insight would also be a driver for people to adopt this and break away from email. Cheers Martyn Link to comment Share on other sites More sharing options...
Gerry Posted July 3, 2018 Share Posted July 3, 2018 The issue with notifying end users (basic users) is there is no notification channel in which to notify them, apart from email obviously, unlike platform users who are generally logged in, basic users are only logged in when they need something. The end-user mobile app is a good answer to this though, get the notifications directly to them via their smartphone. Gerry 1 Link to comment Share on other sites More sharing options...
samwoo Posted July 3, 2018 Share Posted July 3, 2018 please add me to all changes related to this +1 Link to comment Share on other sites More sharing options...
Steven Boardman Posted July 3, 2018 Share Posted July 3, 2018 @samwoo i just checked and you are already connected to the email customer story The end user mobile app, as Gerry mentioned is something which we are working on but is not going to be something available as soon as the email notifications are. 1 Link to comment Share on other sites More sharing options...
Martyn Houghton Posted July 4, 2018 Share Posted July 4, 2018 @Gerry, @Steven Boardman Perhaps another option akin to the notifications via a mobile app, would be to provide users with a system tray notification app, a bit like the Support Works Messenger app, but for My Services/Customer Portal users. Notifications gets picked up by the app and the customer can then click on them to open up the linked request in the portal or dismiss them. Might be something that is easier to deploy, adopt and more practical for majority of users as they would normally be working from their machine and not their mobile device, whilst still avoiding the email trap. Cheers Martyn Link to comment Share on other sites More sharing options...
samwoo Posted July 9, 2018 Share Posted July 9, 2018 +1 to @Martyn Houghton's idea about having a small app that can be deployed. Would be good if this exists and uses the same single-sign on method as Hornbill for all users. Link to comment Share on other sites More sharing options...
Aaron Summers Posted July 9, 2018 Share Posted July 9, 2018 +1 add me to email notification please Link to comment Share on other sites More sharing options...
davidrb84 Posted July 9, 2018 Share Posted July 9, 2018 +1 add me to email notification please as well Link to comment Share on other sites More sharing options...
Keith Posted July 9, 2018 Share Posted July 9, 2018 +1 on the emailing of updates (if I'm not already on there). This is a big frustration amongst analysts. I suspect that any app will be only used by a minority of my userbase who are regular request raisers. Many others who rarely create requests would better utilize a simple mail communication. Link to comment Share on other sites More sharing options...
samwoo Posted July 9, 2018 Share Posted July 9, 2018 13 minutes ago, Keith said: I suspect that any app will be only used by a minority of my userbase I think the idea is that the app is deployed via Group Policy for example and sits in the background so noone will know it's there. Then if an analyst updates a customer's ticket (with the visibility set to Customer), that customer will receive a notification from that app (much like the Windows 10 notifications) that their ticket has been updated. If they click on that notification they get taken straight to the relevant ticket. 1 Link to comment Share on other sites More sharing options...
Keith Posted July 9, 2018 Share Posted July 9, 2018 1 hour ago, samwoo said: I think the idea is that the app is deployed via Group Policy for example and sits in the background so noone will know it's there. Then if an analyst updates a customer's ticket (with the visibility set to Customer), that customer will receive a notification from that app (much like the Windows 10 notifications) that their ticket has been updated. If they click on that notification they get taken straight to the relevant ticket. That's fine as an alternate approach to email. But many users will not have a company mobile where this can be provisioned. Link to comment Share on other sites More sharing options...
samwoo Posted July 9, 2018 Share Posted July 9, 2018 3 hours ago, Keith said: That's fine as an alternate approach to email. But many users will not have a company mobile where this can be provisioned. My apologies @Keith I meant to say an application that sits within the Windows task bar / system tray area on you Windows (or Mac?) Operating System as suggested by @Martyn Houghton which will eliminate the need for any notifications to appear on mobile phones for those who doesn't have one. Link to comment Share on other sites More sharing options...
Josh Bridgens Posted July 10, 2018 Share Posted July 10, 2018 +1 for the email Notifications on updates please! Link to comment Share on other sites More sharing options...
Steven Boardman Posted July 10, 2018 Share Posted July 10, 2018 @Aaron Summers @Josh Bridgens @davidrb84 i have added you thanks. @Keith @samwoo we are looking at notification options so thanks for the input. Due to the popularity of this feature we may look at email initially and expand options from there. 1 1 Link to comment Share on other sites More sharing options...
derekgreen Posted August 6, 2018 Author Share Posted August 6, 2018 Please add me too! This is something that a number of senior staff here have raised as an issue. At the moment I have instructed staff to use email for updates relevant to the customer and just use the update field for ICT use. Thanks! Link to comment Share on other sites More sharing options...
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