Feature Enhancements - a few ideas
While checking out the Support Center Plus, I came across these issues. Is this on the roadmap for the future ?
1. When a request is on hold , or any other Stop Timer setting (such as Waiting For Information From Client) status does not automatically go to Open when the client replies. Business rules do not help because they seem only to apply to new, incoming requests. Is it possible to add a new set of business rules that handles requests in-progress so that incoming replies from client can be set to kick the request back in business? In-progress business rules would give more flexibility to react to pending requests.
2. Business rules cannot be used for notifications. Is it possible to add Send E-mail as an action in business rules. Notification rules are not flexible enough for some situations. An option could be to add Custom Notification Rules based on conditions comparable to business rules.
3. Timer function is not easily viewable from the request view. Only visible in reports after closing. It would be handy to see at all times elapsed time from created time to current time minus On Hold times. Is it possible to add a Elapsed Time field in the request details area ?
4. Elapsed time field can only register hours:min:sec. Is it possible to register days too ( when requests take very long to fix ) ?
5. Client cannot reply to an answer through the web portal. Why isn�t there a Reply button under the last message from system on the client side ? Not handy for the client to have to go to his/her e-mail to reply. Can this be added ?
Anybody out there that has the same issues ?
1. When a request is on hold , or any other Stop Timer setting (such as Waiting For Information From Client) status does not automatically go to Open when the client replies. Business rules do not help because they seem only to apply to new, incoming requests. Is it possible to add a new set of business rules that handles requests in-progress so that incoming replies from client can be set to kick the request back in business? In-progress business rules would give more flexibility to react to pending requests.
2. Business rules cannot be used for notifications. Is it possible to add Send E-mail as an action in business rules. Notification rules are not flexible enough for some situations. An option could be to add Custom Notification Rules based on conditions comparable to business rules.
3. Timer function is not easily viewable from the request view. Only visible in reports after closing. It would be handy to see at all times elapsed time from created time to current time minus On Hold times. Is it possible to add a Elapsed Time field in the request details area ?
4. Elapsed time field can only register hours:min:sec. Is it possible to register days too ( when requests take very long to fix ) ?
5. Client cannot reply to an answer through the web portal. Why isn�t there a Reply button under the last message from system on the client side ? Not handy for the client to have to go to his/her e-mail to reply. Can this be added ?
Anybody out there that has the same issues ?