troglotech
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Re: New data archiving proposal too restrictive? Can Citrix provide us with a copy of our support data before it's deleted?
I think this is all very chickens**t. That being said, I would suggest you look at data retention as a potential revenue stream rather that an unrecoverable cost that must be arbitrarily capped. You could offer paid data retention options for those who need it. Something like a free base amount (10 gb?) plus perhaps $10 per year per additional 10 GB blocks (or $100 per year per 100 GB blocks). With the data retention option, you should offer the user full control over their data, including ability to freely download and/or archive their own data. Give the user ownership and control over their data and the ability to maintain their own balance between data retention and cost.3.2KViews0likes0CommentsRe: Link Service Desk Customer with Remote Support Unattended Computer?
Customer ID and associated attributes should be associated with each Remote Support end point/unattended computer, not just with specific Service Desk incidents. Regardless of whether I am a COL Remote Support or Service Desk customer, I still need access to some basic information to perform my job effectively, including what is my end user's contact name and how I can communicate with them by phone, email and text.Other less generic but also needed information can be handled with comment boxes and/or user defined fields. Any implementation which does not integrate customer contact information with remote support endpoints will DRIVE ME INTO A SNARLING FRENZY!!! Please do not let a misguided product differentiation/crippling strategy trump a primary goal of design excellence in every product.Our patience is not limitless. You will thrive by making Remote Support the top competitor in it's class, not by trying to shoehorn your customers into an overpriced, overkill "higher end solution".3.9KViews0likes0CommentsRe: Provide Live Chat in Customer Portal (Service Desk)
I'd like to check this out also, but I'm not using service desk and will not be in the foreseeable future. Have you considered incorporating this feature into remote support or offering it as a separate product? I would think you would want to add value across your product line with a generic feature like this.1.4KViews0likes0CommentsRe: Auto generate tickets
I'd like an Outlook addin to facilitate interactively generating tickets from Outlook emails. I'm using Outlook for email as well as text translations of telephone messages from my IVR. Outlook email is the unified front end portal for all support activity.705Views0likes0CommentsRe: User & Customer Portal FLAT DESIGN
Real estate wasted by skipped lines and useless white space. 'Feature' presented as beta for feed back turns out to be already locked in. This is not an evaluation. Its just a deceptive ploy to elicit free debugging on the backs of your users. Seems like you are just noodling with unneeded (unwanted) cosmetics rather than address many more useful potential enhancements.2.3KViews0likes0Comments