Use Case: Web Help Desk is currently flexible enough to allow you to record more than one location for a client in their client record. Right now however, should a client call for help, the help desk agent must be thoughtful enough to check the "Client Info" tab and then click the "Edit" pencil and scroll down to see the "Web Help Desk Location" area on the contact record, to deduce situations where someone might work from multiple locations. Alternatively, they need to remember to ask on each call what Location and Room someone might be in or need service at.
This in general NEVER happens, leading to tickets that get misrouted or stay stagnant because the person it was assigned to isn't sure what to do with the ticket, because they aren't sure where the user physically resides or is at on the day of the ticket. This also expends valuable labor hours spent by technicians trying to track down clients' locations, when instead...the system could help reduce these situations simply by prompting the ticket creator to choose a location, when a client has more than one location listed in their contact record.
To solve this issue, this feature request proposes we take advantage of a feature that already exists in CLIENT records labeled as "Other Rooms" which appears under the "Web Help Desk Location" section of client records:
When a client has more than one location (there are one or more locations listed under the "Other Rooms" section) and a new ticket is created, instead of defaulting the ticket to display the "Location" as the "Primary Location" from the Clients record, leave the "Location" field on the ticket blank instead...and force the user to click the "Location" field and select from the locations listed on their Contact Record (i.e. in the example above, Office of Technology, Transportation, or Academy).
In this design, should be built a checkbox (or an "override" feature) that appears adjacent to the "Location" field...that when actuated, releases the Location restriction described above when necessary, so that the Help Desk Agent can choose ANY location. This would be in situations where someone DOES have multiple locations, but in this specific circumstance isn't calling in a ticket from one of their usual locations, but another location (or on behalf of another user).
Finally, this request would be to modify the existing fields that appear in the "Other Rooms" section of contact records, so that it is not specific to just the company that appears above on the contact record, but instead allows you to choose from ANY company in your system. This would allow for even more flexibility, so that in situations where someone might work for more than one COMPANY (like a sales rep), they could be listed at multiple company "locations" as well.
This makes the feature as described above for Help Desk Tickets...even more powerful. Not only does the Help Desk Agent need to ask "What Location?" but also "What company?" in situations where clients have more than one location programmed into their client record. Talk about powerful features and driving great results!!
