Integration with ServiceNow
is it possible to get attachments and hyperlinks added to the Global response templates
Currently the only automation option to add information in the ticket is to Append or Prepend the original request details. Feature request is to have the option of adding a Public or Hidden comment to the ticket inline with the thread. To use as automatic notes for technicians or automatic responses to the requester.
When new user emails support for ticket creation. The email value is used as the new users Name as well. The older Web Help Desk parses the Display Name out as the users Name value. This would be helpful to see Display Name of user submitting request, so that we know who we are talking to; in most cases. For a staffing…
Incident Management: - SLAs (Assignment group based, custom SLAs, Business rules, Service windows) Change Management: - Restriction to modification of changes post CAB approval - CAB meeting setup - Change blackout window Problem Management: - Problem ticket approvals - Problem with auto-creation setting based on Major…
When a requester closes a chat session using the "X" button, the agent interface does not receive any notification indicating that the session has ended. As a result, the agent may continue sending messages, unaware that the requester is no longer receiving them. This leads to confusion and a breakdown in communication.…
there should be an option to automatically close the live chat session if it remains inactive for 5 or 10 minutes. This would help manage idle sessions more efficiently.
The current Heatmap report uses inconsistent color shading, where the colors alternate between light and dark rather than progressively darkening with higher values. For better clarity, the colors should become progressively darker as the number of tickets increases, making it easier to interpret volume at a glance.…
I would like to track parts in Service Desk. For instance, USB cables. I'd like to keep track of how many I have in inventory so that I know when to reorder. Could be for anything. HDMI cables, phone headsets, extra hard drives.
Our CIO has requested if we have an ability to run queries or reports to better view the suggested solutions from GenAI. So far, I have not been able to find this anywhere other than by opening each individual incident. What we are trying to figure out is if our technicians are putting in enough comments and information…
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