We currently have a rule which sets our tickets to "Customer Responded" state if the requester comments on the ticket. However, when someone who is CC'd on the ticket responds, this change does not happen. Selecting CC'd users is not currently an option in the automation rules.
Have the option to change the calendar format to start the week from Monday instead of Sunday.
Benchmarking is not efficient for reporting at scale, as result of no multi-picklist capability whereas I can select multiple categories, agents etc. to filter in benchmarking for a specific departmental services. We have 56 service agents licensed in our service desk for departmental ticketing, such as IT, Facilities, HR,…
We currently use Scribe to create how to's and step by step instructions for solutions and our users. Currently, you cannot embed the steps in solutions so that if you update the how to or instructions on the Scribe site, it will update through solutions. I've reached out to tech support and they currently only support…
I would like to be able to automate attaching a solution to an incident based on key words.
We should be able to add further customizations to the service desk email notifications like adding branding logos and html codes. Currently, we are only able to customize the email contents, but adding capability to add corporate branding to the email notifications would be a very useful feature
Allowing tags for groups in the use case of tag a Group (or add to description) a keyword like 'Outlook' - Then if a user is searching through groups to assign a ticket, if they type the keyword/tag then it would show 'Application Support' group or whatever group is associated with that tag/description.
Message / Text Display (Not Just Input fields) Would be good to have a field type of "Notice" or "Message" etc This would be to allow you to specify a message directly to the user about the expectation required from them in order for us to help them. For Example, if they selected * Category: Software * Sub Category:…
Need the ability to Allow Incident Description to be a Mandatory field
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