Suggestions for improvement
Hello guys,
I have the following suggestions to make
Make it possible to add requested data when customer add problem. For us it would be nice to ask for software version, operating system etc.
Assign a problem to certain software and to certain supporter. It would be nice to assigns so we know who is responsible for what support task and what software it is about. We have so many different softares and solutions to manage.
Collected information about a support problem. When customer sends in a problem we sometimes call teh customer, ask questions etc. Important informaiton about a case should be collected to teh right side of the diskussion so we dont have to review all teh discussion back and forward every time we need teh informaiton.
thank you
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1 Posted by Hobson on 21 Sep, 2010 05:39 PM
Hi Daniel,
Thanks for the suggestions.
Tender messages are identical in format to email because it can be used through email or the web. We will probably not add fields apart from subject, body and recipients as those have a direct correlation in email.
Yes! That functionality is available in the form of queues. Create a queue for each individual, department or product you want to assign discussion to and that person or group can watch that queue. We also have notification settings that make it easy to watch queues by email if desired. In addition, you can use filters to sort discussions into queues automatically.
Hm. I can think of a way that you could do that: Have your supporters edit the original comment and add the information to the bottom.
Hope this helps,
-hobson
Amanda closed this discussion on 09 Feb, 2011 09:08 PM.