I demoed Genuity helpdesk for fun and they offer some nice features. their helpdesk isn't a robust as swsd but they do have contract, ISP (service provider), and vendor management and have breakdown reports based on cost per vendor, license tie in to Okta, Microsoft, Salesforce etc as well.
Hello community, For specific reasons, I need Service Agents to be restricted from viewing the entire list of users. Instead, they should only be able to see a specific group/people they can assign the ticket to. The same for the group assignment dropdown. Currently, this is not possible, as all Service Agents can see all…
Merge the automation rule and the dynamic form rule have the same conditions and actions. to able to show a form after the state is set to something specific as an example
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.
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