Really love what Service Desk can help us do, but I would love it to do so much more. We live in an integrated world and company relationships with other companies is also part of that. Your sales staff pointed to Zapier as a possible solution to some interoperability challenges we have. I went to try this and while it…
We have recently brought our HR department into SWSD and I guided them through customizing their dashboards. Recently they have brought on a new employee and requested that I "share" their dashboard with the new employee. This is when I realized that there is no way to administrate Dashboards. Having this functionality…
Customer uses password generate app in their environment would like to use a password generator app "Password safe" to manage and create password for their Orion products via the app
Comments seem to be posted one after another in a linear fashion regardless if it is private or public. It might be nice to have agents be able to comment on private comments from other agents. This could create a collapsable thread between agents. It might help keep track of their conversation with each other, especially…
Right now, business hours are set at the top level of the account. But in some cases, different departments (service providers) may have different business hours. This may affect things like SLAs, since they are often based on business hours.
Dear community, The subject I wish to discuss is somewhat complex, but I believe it would be beneficial for the SWSD especially to enhance the Tasks module. Currently, in my opinion, the module does not deliver the best possible user experience and features. As an IT department with various sub-teams organized by a service…
I would like to be able to permit our Agents to create/update/work on service catalog items, but also restrict them from requesting items that are in the Draft state. This is not currently possible.
Not sure if its just us or everyone after recent changes but we're having a new issue. Someone accidentally filled out this service catalog on the form itself. They didn't press "request" first or use the portal. In the past, I was able to just press the pencil icon and remove all the stuff they filled in on the service…
An archive option and archive view for old service catalog requests so that they do not appear as draft if you want to keep them, they can be saved for historical data, restored if needed, remove clutter, etc.
No way to hide or disable categories/sub-categories. I have no use of some categories anymore but deleting them deletes any historic connection to old tickets. Please create an option to hide or disable them (similar to how you can archive custom states)
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