Badly needed Feature: Contacts ARE ALSO SupportReps
This has been a long-standing feature request that until implemented, cannot result in a product deployment of SupportDesk Plus in any enterprise environment. The lack of this feature is what previously drove us to consider other options. We had hoped that, given the passage of time, this feature would have found its way into the production build. I'm disappointed this is not the case.
The SupportDesk product lacks the notion that a SupportRep might ALSO be a Contact. Frequently, the "Server Guys" request something of the "Network Guys" - which needs to result in a support request. However, the product fails to acknowledge that in an enterprise IT environment, you will have IT areas internally requesting support form other IT areas. You cannot create a new request and select a Support Rep as the "Issue Requestor". This is an absolutely ridiculous design oversight that needs remediation. If you attempt to add a "Contact" with the same email as a "Support Rep", duplicating the actual user as both types of person, the application will return the following error:
"Another contact with the same email Id exist" (SIC, bad English and all)
The product needs to be updated so that Contacts and Support Reps can be merged into a single user list. For crazy sake, lets just call that to-be-named tab on the top "User Database". Perhaps, as you look at a "user database" that will have both Contacts AND SupportReps listed, have a checkbox on EDIT SHEET of each "Contact" that states, "Is also Support Rep" (or, something similar), which would allow the user to log in AS a SupportRep. Without that checkbox enabled...they're JUST a plain old Contact.
The inability to open tickets across IT departments makes this product a deal breaker in any enterprise organization. It would appear that I will be revisiting the product offerings in another year or so, when we're looking to update and retool certain components of our Helpdesk processes.
That is, unless...I can get a developer from AdventNet to acknowledge this feature need as critical and we could expect an update within a reasonable time frame. I'm not hopeful, as this feature has been within the RoadMap wiki for over a year.
The SupportDesk product lacks the notion that a SupportRep might ALSO be a Contact. Frequently, the "Server Guys" request something of the "Network Guys" - which needs to result in a support request. However, the product fails to acknowledge that in an enterprise IT environment, you will have IT areas internally requesting support form other IT areas. You cannot create a new request and select a Support Rep as the "Issue Requestor". This is an absolutely ridiculous design oversight that needs remediation. If you attempt to add a "Contact" with the same email as a "Support Rep", duplicating the actual user as both types of person, the application will return the following error:
"Another contact with the same email Id exist" (SIC, bad English and all)
The product needs to be updated so that Contacts and Support Reps can be merged into a single user list. For crazy sake, lets just call that to-be-named tab on the top "User Database". Perhaps, as you look at a "user database" that will have both Contacts AND SupportReps listed, have a checkbox on EDIT SHEET of each "Contact" that states, "Is also Support Rep" (or, something similar), which would allow the user to log in AS a SupportRep. Without that checkbox enabled...they're JUST a plain old Contact.
The inability to open tickets across IT departments makes this product a deal breaker in any enterprise organization. It would appear that I will be revisiting the product offerings in another year or so, when we're looking to update and retool certain components of our Helpdesk processes.
That is, unless...I can get a developer from AdventNet to acknowledge this feature need as critical and we could expect an update within a reasonable time frame. I'm not hopeful, as this feature has been within the RoadMap wiki for over a year.