Addtional questions on SC+
1. We think it would be a good thing if a customer had the opportunity to reply on a request directly in SC+, in the same that he can add a note. But maybe there is some explanation on why you can�t?
2. Due-date is an important-field. I�ve noticed that you can edit this field. If you edit this field does it affect the SLA-reports as well? Or is it the set SLA (support plan) that calculates if a request has been overdue regardless if the due-date field has been manually altered.
3. We think it should be possible to in the �Role�-set-up, say that only certain groups can change �due date�.
4. We also think it would be a good idea if you in the request-tab somehow can see if you�ve requests that for instance has new replies or notes that hasn�t been read. Alternative an additional field �Last Update�, which states when the last change has been made on the request. Because in our reality we can for instance have a request that are set to �Awaiting info from customer� and sometime it can go weeks before we get any replies, then it would be good if you got some notification that the customer finally has replied.
Thanks Per
2. Due-date is an important-field. I�ve noticed that you can edit this field. If you edit this field does it affect the SLA-reports as well? Or is it the set SLA (support plan) that calculates if a request has been overdue regardless if the due-date field has been manually altered.
3. We think it should be possible to in the �Role�-set-up, say that only certain groups can change �due date�.
4. We also think it would be a good idea if you in the request-tab somehow can see if you�ve requests that for instance has new replies or notes that hasn�t been read. Alternative an additional field �Last Update�, which states when the last change has been made on the request. Because in our reality we can for instance have a request that are set to �Awaiting info from customer� and sometime it can go weeks before we get any replies, then it would be good if you got some notification that the customer finally has replied.
Thanks Per
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pereri