Previous issues started by user
It would be tremendously helpful to me to be able to see links to previous issues that a user has started when looking at a new issue. It would help give context to the new issue (some people tend to write often, but I have no chance of remembering everyone by name).
It would also avoid times when I could avoid ignorantly treating a customer as though we've never spoken before when we have - and therefore help to make my customer service more personal.
Thanks for listening,
Dan Messing
Stunt Software
http://stuntsoftware.com/
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1 Posted by Will on 29 Dec, 2009 11:29 PM
Hey Dan,
I'm very dependent on this as well.
You can click on the users name to get to their tender profile, which should show a list of all their discussions, but that's only if they have signed in. If it's just coming from email you currently have to do a search for their name or their email address.
I'll bring this up with the team and see if there isn't an easy UI solution to have a single click to show you all their stuff right away.
2 Posted by Dan Messing on 29 Dec, 2009 11:45 PM
Hi Will,
Cool, thanks - I didn't know about the ability to click on a user's name - I guess most of my users don't have accounts, every name I have tried so far seems to be just a mailto: link to their email address.
For me it would be ideal if you didn't even need to do a single click to see if there were previous conversations, rather there would be something visible telling me that previous issues from this user exisisted. For example, the topics of previous issues (if they exist) could be listed somewhere in the right hand column. That way it would be easy to see at a glance without having to do a custom search.
This was one of the limitations of doing support via just email before - I could do a search for an email address, but rarely did, sometimes to realize later I should have handled an issue differently.
3 Posted by rick on 30 Dec, 2009 02:01 PM
I like the idea of showing previous discussions, but I don't want to clutter the sidebar more than it already is. I'll kick some ideas around the office though, thanks for the suggestion.
Nicole closed this discussion on 05 Feb, 2010 07:47 PM.