ManageEngine Service Desk Plus! Email Notifications
Hi whoever may be reading,
Currently, the email notifications within Service Desk Plus! I feel are not detail enough. Reason being, we are potential customers of ManageEngine and have been evaluating the product for some time. What we need to do, is have email updates/notifications sent out to the end user when certain things are performed within the request, as the end user will not be logging into Service Desk to check their requests progress.
Now, I understand that there is currently a feature within the Email Notifications which reads 'Acknowledge requester by e-mail when a request is updated'. For me, this is good, however it is too broad. It needs to be more detailed.
For example, when I go into a request, I may want to assign that request to myself, change the description of that request, and also change the category. That will send out three e-mails stating updates to the end user, which I don't want to happen. Maybe I should turn off the updates e-mail notification? But I don't want to. I want my end users to receive emails when the call is updated, but not every section of the call.
I propose to be able to choose what is considered an 'update' to the call, as I noticed, when I am within the request on Service Desk, I select the 'Pick Up' option and this is not considered an Update to the call? Yet when I assign the call to someone else or even myself, it IS considered an update?
So, within the e-mail notifications we could still have the e-mail notification for when a request is updated, but within that we can choose what is an update:
Status
Category
Sub-Category
Technician
Description
etc.
Or, could we not have an e-mail notification for 'Acknowledge requester when a request is assigned to a technician'? This would make an awful lot of sense so that the user knows there call has been picked up by someone.
Please let me know if this has been considered or even put up for consideration before, as this is a big factor and requirement for us and would love to see this implemented into Service Desk.
Currently, the email notifications within Service Desk Plus! I feel are not detail enough. Reason being, we are potential customers of ManageEngine and have been evaluating the product for some time. What we need to do, is have email updates/notifications sent out to the end user when certain things are performed within the request, as the end user will not be logging into Service Desk to check their requests progress.
Now, I understand that there is currently a feature within the Email Notifications which reads 'Acknowledge requester by e-mail when a request is updated'. For me, this is good, however it is too broad. It needs to be more detailed.
For example, when I go into a request, I may want to assign that request to myself, change the description of that request, and also change the category. That will send out three e-mails stating updates to the end user, which I don't want to happen. Maybe I should turn off the updates e-mail notification? But I don't want to. I want my end users to receive emails when the call is updated, but not every section of the call.
I propose to be able to choose what is considered an 'update' to the call, as I noticed, when I am within the request on Service Desk, I select the 'Pick Up' option and this is not considered an Update to the call? Yet when I assign the call to someone else or even myself, it IS considered an update?
So, within the e-mail notifications we could still have the e-mail notification for when a request is updated, but within that we can choose what is an update:
Status
Category
Sub-Category
Technician
Description
etc.
Or, could we not have an e-mail notification for 'Acknowledge requester when a request is assigned to a technician'? This would make an awful lot of sense so that the user knows there call has been picked up by someone.
Please let me know if this has been considered or even put up for consideration before, as this is a big factor and requirement for us and would love to see this implemented into Service Desk.