CASTRO

Agree great idea!

Yes this will be very helpful.

Hello, is this what's causing confusion to your team, specifically your agents? The way that my incidents are configured is that based on what's set as the Category it determines which user group the ticket needs to be assigned and routed to, so for example it would show "Assigned To = IT Service Desk" but now with the…

Our previous Service Desk platform had this ability, unfortunately we lost it when we started using Solarwinds, hopefully this gets on the feature requests list, for me it comes in handly not only knowing what incidents users have submiited but also what incidents were related to a specific asset.

Somewhat similiar to this but would like to see a custom field such for notices/messages, for example i would like to put in a message as a reminder for users when they fill out the form to not put in any sensitive information (such as related to a client of ours or personal informaiton).

I am voting for this, currently our agents are doing this manually for every incident that comes in, every requester we have has at least on assigned assett (computer), the AI (smart suggestion) makes it easier to select the requesters computer but I would prefer if it done automatically versus us manually selecting the…

I completely agree with the original comment, for the Satisfied surveys thats great but when its the Not Satisifed thats were you might have problems with the service agents, I would prefer to limit these comments to someone in the management level. 

This would be a nice feature, currently we have to attach a solution either before or after resolving the ticket, would be nice if we do tis directly on the resolution window.

Formatting on solutions needs some improvement, i've found myself at times writing the solutions in Word and then copying them over to the solution, and at times due to formatting issues i've had to manually recreate solutions in which seems faster than trying to fix the formatting. Just need to be consistent and more…

I agree with your comment Shanda, I turned off the sentiment analysis because of this and what Bkimball90 also mentioned below. It just wasn't making any sense on having it enabled.