You need a CREATOR view!
When this software was developed, a very important detail was left out.
You need a view/filter for agents to monitor requests by the CREATOR!!!
When you have multiple technicians/help desk agents, its very important for them to monitor ALL the requests they have created themselves. Right now, technicians/helpdesk agents can view requests that have been assigned to them or ALL requests that have been created regardles of who created them.
How does a help desk agent monitor their own requests (created by them)? The answer is they can't.
When help desk agents create help desk tickets they own them, and must follow up with the end users. They take a call, log the issue, assign it to a technician and then follow up, follow up and follow up. I know this system has automatic follow up, but issues that have been delayed must be addressed and followed up on before they are closed or they will fall thru the cracks. The way it is now, help desk agents have to view all tickets/requests and open them one by one, then look at the history to find who the creator is, this is a big waste of time for the department and for the agents since they all have to do this.
I've been in this industry for over 20 years, and all major help desk applications I've worked with have this as part of their features.
Don't get me wrong, its a great application with great potential but this is something you must address as it will stir away potential customers to go elsewhere.
You need a view/filter for agents to monitor requests by the CREATOR!!!
When you have multiple technicians/help desk agents, its very important for them to monitor ALL the requests they have created themselves. Right now, technicians/helpdesk agents can view requests that have been assigned to them or ALL requests that have been created regardles of who created them.
How does a help desk agent monitor their own requests (created by them)? The answer is they can't.
When help desk agents create help desk tickets they own them, and must follow up with the end users. They take a call, log the issue, assign it to a technician and then follow up, follow up and follow up. I know this system has automatic follow up, but issues that have been delayed must be addressed and followed up on before they are closed or they will fall thru the cracks. The way it is now, help desk agents have to view all tickets/requests and open them one by one, then look at the history to find who the creator is, this is a big waste of time for the department and for the agents since they all have to do this.
I've been in this industry for over 20 years, and all major help desk applications I've worked with have this as part of their features.
Don't get me wrong, its a great application with great potential but this is something you must address as it will stir away potential customers to go elsewhere.