Several features still missing
I had evaluated this product several months ago and found it lacking in many areas. I have recently redownloaded and reinstalled to see if any updates have shored up feature areas I need before I can implement.
I see it is still not possible to have a Contact belong to MORE than one account. I have several contacts who are responsible for and are the primary points of contact for an account (Site/remote location) and the current version of the product does not let me associate a Contact to multiple accounts. I see you have implemented an Account Manager feature, but haven't permitted that account to actually SUBMIT support requests. I frequently lean on my Telco account managers to submit issues on my behalf. Having the Account Manager able to submit tickets for any of his accounts is a reasonable feature to have.
In addition to having several contacts needing assigned to more than one account, I have a traveling sales user with three separate VPN Sites, all in his name. He has an office in Nebraska, Florida, and Colorado. At each of these locations we have a VPN appliance and consider it a "SOHO Site" and monitor it across the network. As "Accounts" in our implementation would be "Sites/Locations", I cannot assign a single "John Doe" Contact to each of the Accounts. This creates an issue for me and my organization.
I see that adding a NOTE to a ticket now results in the "Last Updated" value changing. This is good to see.
I still cannot minimize/colapse the left column of "Quick Create", "Search" and "Recent" items (like the left pane in Google Maps) to maximize the screen real estate of the "Open Requests" table, allowing for more columns. This isn't necessarily a requirement, but clearly a nice-to-have.
Unless it exists somewhere I haven't found, I cannot edit/rename the Open Requests column headers. i.e, I want to rename "Title" to "Topic". I want to rename "Assigned to" to "Tech", etc. All cosmetic, and not required, but would be nice to have.
I've noticed the colored note entries (red/yellow) for Client-visible or not hasn't been moved into the ticket details. I would really like to see that implemented consistently. The ticket details still has the run-on text:
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User: Chris SchearPublic
User: Chris SchearPrivate
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The lack of a space between the USERNAME and the Public/Private hasn't even been resolved. This would seem to be like a very simple 'fix' that could be included in an update.
My company is still evaluating the product as a possible Magic Service Desk replacement. I can see the 6500 build has had some minor improvements, but the inclusion of Active Directory integration and more robust/flexible Contact/Account/Acct Mgmt options are still needed.
I see it is still not possible to have a Contact belong to MORE than one account. I have several contacts who are responsible for and are the primary points of contact for an account (Site/remote location) and the current version of the product does not let me associate a Contact to multiple accounts. I see you have implemented an Account Manager feature, but haven't permitted that account to actually SUBMIT support requests. I frequently lean on my Telco account managers to submit issues on my behalf. Having the Account Manager able to submit tickets for any of his accounts is a reasonable feature to have.
In addition to having several contacts needing assigned to more than one account, I have a traveling sales user with three separate VPN Sites, all in his name. He has an office in Nebraska, Florida, and Colorado. At each of these locations we have a VPN appliance and consider it a "SOHO Site" and monitor it across the network. As "Accounts" in our implementation would be "Sites/Locations", I cannot assign a single "John Doe" Contact to each of the Accounts. This creates an issue for me and my organization.
I see that adding a NOTE to a ticket now results in the "Last Updated" value changing. This is good to see.
I still cannot minimize/colapse the left column of "Quick Create", "Search" and "Recent" items (like the left pane in Google Maps) to maximize the screen real estate of the "Open Requests" table, allowing for more columns. This isn't necessarily a requirement, but clearly a nice-to-have.
Unless it exists somewhere I haven't found, I cannot edit/rename the Open Requests column headers. i.e, I want to rename "Title" to "Topic". I want to rename "Assigned to" to "Tech", etc. All cosmetic, and not required, but would be nice to have.
I've noticed the colored note entries (red/yellow) for Client-visible or not hasn't been moved into the ticket details. I would really like to see that implemented consistently. The ticket details still has the run-on text:
----------
User: Chris SchearPublic
User: Chris SchearPrivate
----------
The lack of a space between the USERNAME and the Public/Private hasn't even been resolved. This would seem to be like a very simple 'fix' that could be included in an update.
My company is still evaluating the product as a possible Magic Service Desk replacement. I can see the 6500 build has had some minor improvements, but the inclusion of Active Directory integration and more robust/flexible Contact/Account/Acct Mgmt options are still needed.