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Ideas Contributed [ 9 ] [+]
This red flag is annoying and useless. If an open ticket receives any kind of a message from the client user it gets a red flag. Really? How many times does a user respond with a quick "Thanks", or "Sounds good"? This should not set off a RED FLAG! But okay, say it does...I should be able to just clear it in the Ticket Desk Admin interface. It is clear that the ticket is still open...I don't need another exclamation point ...more »
This red flag is annoying and useless. If an open ticket receives any kind of a message from the client user it gets a red flag. Really? How many times does a user respond with a quick "Thanks", or "Sounds good"? This should not set off a RED FLAG! But okay, say it does...I should be able to just clear it in the RMM interface. I know the ticket is still open already...I don't need another exclamation point on the ...more »
This should be easy...display the KB document ID number so that support personnel can provide it to Users to help resolve tickets.
If a ticket can be resolved by providing a KB article, I should be able to insert a reference or link to it in my ticket response. This is not complicated.
We'd like to set up a Custom Ticket field that gets included in at least the initial ticket response if not all of them. For example, a ticket may request Out-of-Scope services. A custom field could be created that continues to remind the customer throughout the ticket correspondence that these services are, or may, be billable outside the scope of the fixed fee arrangement. This field should also be available as a ...more »
Currently, you can actually paste an image into a response using the web interface, but it does not get sent with the response. Worse, it looks like our attempt to illustrate with images worked, but then the images are just ignored by the system.
Also, why can't this editor provide for text color options?
We should not have to type an email address in CC field for every ticket response we create. For some clients, we want every response to be copied to me, other clients what every response copied to site admin, etc. Please add a per customer setting that automatically populates the CC field with one or more default addresses.
Currently, you can modify and save a ticket listing View by name, and even set it as Default, and further, you can select this View in the Dashboard screen, but the columns do not reflect your new column preferences. Please carry the column preferences for named Views over to the Dashboard screen.
Frequently, we want to send an email notice to all Users of an Organization to announce a particular item (ie, service interruption, virus outbreak, new KB article, new features, new hardware, etc). Please add a function to RMM and/or Service Desk with which to do this.