Feature Request: Customizable GUI Interface
I find it concerning that my 50-or-so IT technicians (Support Reps) who log in...as NON-ADMINS, are able to view the "Support" tab to request support, request features, access your toll-free number, etc. Not all 50 of my IT staff are tasked with "Managing the Helpdesk", and should not be soliciting software vendors for support, features, or bugs. Your interface lacks the ability for an Administrator to configure what is / is not displayed to Support Reps.
I would want options in the Admin to customize what is visible and what isn't, based on ROLE. That would seem to make the most logic in configuring such a feature. I would define accessibility options based on the role of the Support Rep, with my Support Reps having multiple roles. If one of those roles happens to be "SupportCenter Support", then they would see the "Support" tab, etc.
I would also want to remove the "Feedback" text link in the upper right. You don't want all my technicians giving you their opinion. You will want to establish an account contact and work through them on every issue. In regards to customizing the interface, I see no method in which to pre-configure the default columns that are displayed to a SupportRep when he/she views the Requests. What if I don't like what you have selected for me? What if I have all sorts of custom fields I would prefer to have displayed to my SupportReps? Is it reasonable to have all 50 go in and edit their individual settings? What if I add a new field...all 50 have to go back in and "customize"?
The ability to define...I'm not sure what to call them..."Support Rep Templates", that control what they see, based on columns, would be a good feature. I also don't like you have to be an ADMIN to see the Global View tab on the Home screen on login. That is a very useful tool to see how many "email issues" you have, or how many "high priority" issues there are, which have value beyond the person who is the Admin of SupportCenter. The general SupportRep would find this information of use in many regards.
And, on a separate note...Setting "Display Language" and "Password" are not components of PERSONALIZATION. Those are SETTINGS. Those are PREFERENCES. There is nothing "personal" about my password. There is nothing personal about my desired language. When I see "personalize" I think of customization of the interface's colors...skins of the GUI, all sorts of things that have nothing to do with my preferences and account security.
I would want options in the Admin to customize what is visible and what isn't, based on ROLE. That would seem to make the most logic in configuring such a feature. I would define accessibility options based on the role of the Support Rep, with my Support Reps having multiple roles. If one of those roles happens to be "SupportCenter Support", then they would see the "Support" tab, etc.
I would also want to remove the "Feedback" text link in the upper right. You don't want all my technicians giving you their opinion. You will want to establish an account contact and work through them on every issue. In regards to customizing the interface, I see no method in which to pre-configure the default columns that are displayed to a SupportRep when he/she views the Requests. What if I don't like what you have selected for me? What if I have all sorts of custom fields I would prefer to have displayed to my SupportReps? Is it reasonable to have all 50 go in and edit their individual settings? What if I add a new field...all 50 have to go back in and "customize"?
The ability to define...I'm not sure what to call them..."Support Rep Templates", that control what they see, based on columns, would be a good feature. I also don't like you have to be an ADMIN to see the Global View tab on the Home screen on login. That is a very useful tool to see how many "email issues" you have, or how many "high priority" issues there are, which have value beyond the person who is the Admin of SupportCenter. The general SupportRep would find this information of use in many regards.
And, on a separate note...Setting "Display Language" and "Password" are not components of PERSONALIZATION. Those are SETTINGS. Those are PREFERENCES. There is nothing "personal" about my password. There is nothing personal about my desired language. When I see "personalize" I think of customization of the interface's colors...skins of the GUI, all sorts of things that have nothing to do with my preferences and account security.