KellyKagool
New Contributor
Joined 7 years ago
User Profile
User Widgets
Contributions
Re: Customer Portal - Visibility of releases
Hey Ash, I think you've misunderstood whatwe're trying to achieve here. Our customers currently don't have any visibility of releases, regardless if they're linked to and/or assigned to them. On our customer portal there's no option to add a category tab for 'releases'. This would be helpful to give customers an overview of release tickets linked to them. Currently we're having to manually send any information pertinent to them on the release ticket which obviously isn't ideal... Kind regards, Kelly2.5KViews0likes0CommentsRe: Group by: Service
Thank you for your response Ash. We have customers from over 20 services using our support system, so having 20 seperate dashboard queues isn't feasible.We use a large amount of custom queues, but that doesn't remove the need to have this filter option. 'Can I filter by service?' is one of the first questions we get from our users, so for us it would be a definite improvement of your platform. Are there any plans in place to implement this in the near future? Thanks, Kelly3.6KViews0likes2CommentsCustomer Portal - Visibility of releases
Hi folks, Using GoToAssist, We currently have a front facing customer portal in place. The portal is limited in functionality in comparison to our user's platform, which isdefinitely something we agree is correct. However there would be some functionality which we believe would be quite handy here. As it stands, there currently doesn't seem to be a way to add any further tabs in the customer portal beyond: - My Incidents - New Incident - Messages - Knowledge (optional) Would it be possible to add functionality here to allow specific releases to be seen here too? I ask, as currently it's possible to link a customer to a release, but there's no way we can see, that a customer can view this release ticket. In an ideal world, the customer logged into the portal wouldbe able to see any release linked to them within the customer portal. Currently we're having to duplicate effort where we're sending this information to the customer either through one of the incident tickets attached to the ticket, or through seperate means altogether. This obviously isn't ideal. If there's an alternative way we can share release tickets through GoToAssist, by all means let us know. Thanks, KellyGroup by: Service
Hiall, It's long been an issue for us that, although we're able to group by several options, we're unable to group by service. Is there any way this could be implemented? It would help us a great deal as we have to work with several customersthat regularly log tickets with us. These are the options we have thus far: I'd be keen to hear your thoughts here, Kelly