Third party update enhancement

[Alisha]

Good afternoon,

It would be very helpful if we could enter Third Party updates onto the Timeline and then be able to filter the Timeline according to Third Party updates. Please could we request this as an enhancement?

Many thanks,
Alisha

[Victor]

13 minutes ago, Alisha said:

Third Party updates

@Alisha what is a third party update in context of Hornbill? And how would this Third Party update the request? Directly/Indirectly?

[samwoo]

If I understand the request correctly, this would be a great idea.

In our case, if we need to involve a Third Party with regards to a ticket, we log a ticket via their call logging system, update the External Reference field of our ticket, then put any messages/comms from them onto the timeline of any tickets we need their support on, and we do it manually via copy and paste.

Being able to specify a configurable source of the timeline update (maybe associated with a contact record?) as opposed to using the "Visibility" options, would be really good and would allow filtering of the timeline to any updates made by a Third Party (or any other types we specify).

Our Third Parties have their own call logging system and will not integrate with Hornbill nor would they go in and raise requests of any kind (not even sure how that would work).

So it's a +1 from me if this is the same idea.

[Alisha]

Hi @Victor,

Our Third Party updates are either added on manually via copy and paste or automatically via an email rule as some companies will use the Hornbill reference in the subject line. Sometimes there can be several Third Party updates on a Timeline so it would be helpful to be able to filter them somehow.

So exactly like @samwoo explained, thank you.