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Categorising Calls


Polly.Horn
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Hi, my team have just started using Hornbill to manage calls from users for our social care system.

I believe we don't have full admin rights.

I've had a look but can't find the answers we need.

We would like to do 2 things:

See easily when a customer has responded to a call (is there a way to filter/highlight these and do the calls need to be assigned to do this?) this is mainly to know for when one of our team is not in the office/off sick, how do we know if a call has been responded to by the customer if it's not assigned to us.

We would also like to be able to categorise calls (Not a closure type, but what we are doing with the call 'with user' 'waiting for auth' 'with other team' 'new user request')

I hope someone can help/point me in the right direction.

Thanks

 

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Hi @Polly.Horn

In the request list you will find that requests are highlighted in yellow if they have been updated since you last accessed them, this is for all requests that you support, regardless of whether they are assigned to you.
You can also follow a request which will give you notifications when the request is updated. (Note: This is not the same as being a Member of a request.)

For tracking what it currently happening with a request, it sounds like sub-statuses would be useful (https://wiki.hornbill.com/index.php/Request_Sub-statuses)

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1 hour ago, Steve Giller said:

Hi @Polly.Horn

In the request list you will find that requests are highlighted in yellow if they have been updated since you last accessed them, this is for all requests that you support, regardless of whether they are assigned to you.
You can also follow a request which will give you notifications when the request is updated. (Note: This is not the same as being a Member of a request.)

For tracking what it currently happening with a request, it sounds like sub-statuses would be useful (https://wiki.hornbill.com/index.php/Request_Sub-statuses)

Thanks Steve,

Our requests don't turn yellow if they've been updated since we last accessed them. Very odd. Thanks for the advice though.

With the sub status, after testing it seems that if it's put on hold and the customer replies, the sub status disappears (meaning we no longer know which calls we put on hold) any ideas on this one? thanks

 

Thanks for your help

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A sub-status does not need to also put the request on-hold, if you want it to be for information only, and the action upon customer update is defined within your service:
image.png

You can either leave the sub-status as-is when a customer responds, or choose to have it change, so if a request is on hold under "Requested Information" you could have it change to "Information Provided" on a customer update and "Information Not Provided" on auto off-hold which, while it does change the sub-status, should make it fairly clear what the previous status was.

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I think that @Steve Giller's suggestion to use the sub-statuses is a great way to manage this.  I believe it will answer both of your questions @Polly.Horn.  Having sub-statuses of With Customer and With Support will help quickly identify where a request currently sits.  Also, as Steve mentions there is an option to automatically change the sub-status from With Customer to With Support after a customer responds.

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Guest Chaz

@Polly.Horn I've seen that the yellow colour we used is sometimes not obvious because of the low contrast it has. You can make this a more obvious colour by changing the setting     webapp.view.ITSM.serviceDesk.requests.list.unreadColour

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