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Is there a possibility to add mail notification options for end users in cc? Notification opt-out would also be useful. Currently users added to cc aren't informed about this - they have to go to the portal or I have to tell them. Then they can see th whole ticket with comments. My goal was to add someone to cc and ask to…
We're currently configuring the help desk within Resolve with hopes to move our team to it soon. While I was testing, I noticed that in order for the agent and end user to receive email notifications when either side responds, the "Comments Added" email notification needs to be on for both end users and agents. As a…
Hello, I was wondering if there’s a way to amend the auto‑response when a user raises a change request. For example, when a change is requested, could the auto‑reply send back a form (e.g. a MS Form) with mandatory fields to ensure we receive all the information needed? Alternatively, is there a feature to create different…
I reached out to support already, and they directed me here. A few weeks ago, we noticed that URLs are being filtered out of tickets when they’re emailed to end users and support staff. While I understand the security reasons behind this, the message simply says “to see the links, open the incident details page” without…
Can this feature be added please. Our end users would like to have the cc option when creating tickets as they sometimes want to add other members of their team in there for visibility. At the moment only an agent can add a cc to a ticket but having the end user being able to add a cc would be a good feature.
It would be useful if on the Helpdesk listing of tickets in the tab view it would display who the ticket is assigned to. That would allow the techs to easily see their tickets.
Hi, It would be nice to be able to customized the welcome email of a new ticket. Be able to edit with our company logo and our own welcome text.
It would be beneficial to have an option to set 'x' amount of days a ticket automatically moves from Resolved to closed.
I constantly have to keep changing filters on the Helpdesk to filter out closed and resolved tickets. By default you should only be looking at tickets that are currently open. I have no clue why this system defaults to all tickets.Please at least make filters persistent/sticky, so that once I have filtered the dashboard…
The filter should have mine and unassigned, because whenever I need to see my and the new unassigned tickets the only chance is not to have a filter, but like this I see all my colleagues tickets. if I want to see mine I can't see the new ones anymore, because it is filtered to my name only. This is a must on a ticketing…
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