smayher ✭✭✭✭✭

It would be helpful if this feature had more visibility. From the customer's perspective, they select the virtual agent chatbot and have to type "live agent" to get access to a live agent. The agent has to set their availability ON to be reachable. But NOWHERE does it show this to the portal admins or other general view.…

Good morning, @"joeybrown". Just following up on an service request items that's been long anticipated in SWSD and WHD for almost 10 years - barcode scanning. The request was initiated pretty much as soon as the mobile app could scan, but the scanning features was focused on the QR code. By no means, not helpful, but the…

Can you include a screenshot for this option?

We have a rotating queue so it would be great to have the agents "check in" on their queue days and "check out" at the end of the day. I'd like to also see who is available on/off in a widget or some other view.

I cannot find anywhere in the THWACK conversations whether SW will be adapting the phone app to read barcode. I see it can read QR code, but we are trying to coordinate with a Maverick to get labels for our equipment and would love to use SWSD app to read Code 39 barcode.

We'd like to personalize our status based on our other apps we using for asset management. Make the categories consistent.

Advanced search with additional drop down options would allow me to sort and search more effectively. Options such as sorting by "resolved/closed vs active", by requestor, by category.

What is the purpose of "sentiment detection" in the tickets? We know that staff are unhappy - something is not working = they are not happy. No one is putting in a ticket because they are happy. This seems redundant. Wouldn't the sentiment be better applied on the survey? I think that is where the sentiment detection…

We have been using the @ and it is a great way to identify an individual for a group involved so they can see the comments addressed to them. Also the alert is copied via email so they receive that alert as well.

It would be helpful if this feature had more visibility. From the customer's perspective, they select the virtual agent chatbot and have to type "live agent" to get access to a live agent. The agent has to set their availability ON to be reachable. But NOWHERE does it show this to the portal admins or other general view.…

Yes, I wish the Purchase Order section was a better fleshed out, especially for reporting. 

It would be helpful if this feature had more visibility. From the customer's perspective, they select the virtual agent chatbot and have to type "live agent" to get access to a live agent. The agent has to set their availability ON to be reachable. But NOWHERE does it show this to the portal admins or other general view.…

I am in agreement and think it would be helpful to have this option as a custom field for service request on the front end of the ticket instead of hidden in "Related". It would be nice to have this in an additional location.

What is the purpose of "sentiment detection" in the tickets? We know that staff are unhappy - something is not working = they are not happy. No one is putting in a ticket because they are happy. This seems redundant. Wouldn't the sentiment be better applied on the survey? I think that is where the sentiment detection…