Forums & Blog

Hello,

1. From the Workspace tab, how can other techs in the same group/level view and/or take ownership of tickets in their group level?  Is there a way to allow all agents that belong to the same group to see/manage all tickets at that level?  I saw that this was possible using the Manage tab but isn't that reserved for Admins only?

2. Activation Email - Why doesn't the URL become a hyperlink? Requesting all tickets via email does in fact present each ticket as a hyperlink.

3. Please provide option to show total number of tickets (#) next for Waiting status, under My Tickets as well as under By Department, etc.

4. When a user submits a support request via email, the resulting ticket is destroying the embedded URL in the body of the submitted message.  It looks as though SmarterTrack is not properly encoding/decoding the markup. As an example, a typical "click here" message's hyperlink ended up appearing in the resulting ticket as:
      click here wMgS2&mt=1> .

5. Please provide option for agent to inlcude both Active AND Waiting tickets, when viewing "My Tickets".  Currently, it only includes Active Tickets ... which is the same as if I clicked the sub-link "Active".  This way, the agent can control the subset.

6. Please provide ability to choose how the tickets are Sorted; either by a preference setting (multi-column sort) or allow each column heading to toggle the sort order (Ascend / Descend).

Thanks for considering it,
Paul

Regarding #4, please send us a text file with the incoming email's raw content to bugs @ smartertools.com so we can reproduce this.  Thanks.

All other items have been noted.

Hello,

Issue# 4 may be somewhat similar to this user's post, as I was unable to duplicate the issue:

    http://www.smartertools.com/forums/t/19254.aspx

Thanks,
Paul

Many of the items mentioned above are important for us as well. We purchased SmarterTrack already, but we have not moved to it because of small issues like these ones. 

Specifically, it is very important to allow idle agents to be able to view and "Take Ownership" of tickets that the system automatically assigned to other agents within the same group. An agent could be idle - for example - because a ticket assigned to him/her took a very short time to respond (e.g. spam, easy ticket, etc.).

When will the next update be released? Is there a rough release date scheduled?

Thanks,

Massimo
Early Impact, Inc.

We are working on resolving these issues.  There is an update scheduled for next week.

We found that in the latest version the system allows an agent to view all tickets (and then take ownership) via the "Advanced Search" feature. So this solves the problem, although it requires agents to run a search to get to the desired screen. Since the feature "Restrict ticket and chat viewing to group members and administrators only" was unchecked, we were under the assumption that all tickets would be shown by default when "Cherry Picking" was the ticket distribution method. You might want to consider making that the default behavior when those two settings are set that way.

earlyimpact:

via the "Advanced Search" feature

For the user-community's reference, please identify the steps taken to arrive at this configuable item.

Thanks,
Paul