The most recent content from our members.
The use of the "mention" feature on Tech Notes was a good addition, building on this it would be nice to have totals within My Tickets & Group Tickets so busy Techs can keep track of these without relying on the E-Mails generated from these.
Right now when searching FAQ's there's no option to search for articles that apply to just a specific audience: This idea is to add an option to the FAQ Search Screen to search by the "Audience" identified on the FAQ (defaults to Everyone): Use Case: A tech is searching for an article that is only applicable to techs (e.g.…
There are several request types that we do not use anymore and they are made not visible to clients, how can we make them not visible to techs either? I don't want our techs selecting the incorrect request type, that is why I need them to not be visible to techs as well. There are no active tickets in these request types…
Hey all - firstly, thank you in advanced for helping me out if you can.. I've spent hours trying to figure this out and I am ready to pull my hair out. I'm new to the forum, so please do not give me grief for posting about this when there might be a discussion out there that could help me.. I've searched, but I am unable…
Curious what the best practice is for deleting old techs & request types. Currently we have a few Techs in the system marked as inactive that are no longer with the company. If we delete these, will we lose the ability to search for tickets they completed? What will old tickets that they were assigned look like? Basically…
All of my techs are included in the Default Tech Permissions group, and have greyed-out check boxes next to their names. I'm able to add them to additional groups, but cannot remove them. It appears that the default permissions override the additional groups they are placed in, or at least are merged perhaps. How to remove…
We enjoy the feature of not allowing tickets to be reassigned to techs outside the level the ticket is currently on. Sometimes, however, we run into tickets where the ticket has either been accidentally escalated a ticket too high, or needs to be sent back to a tech on a lower level for corrections. Currently the only way…
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