TB13
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Formatting issue if customer creates a ticket via e-mail
We have a number of customers who e-mail the service desk to create a ticket without using the portal. If their e-mail contains a data table this formatting is converted to text within ServiceDesk making the information unreadable. Is there a setting we can change in ServiceDesk so tables appear formatted correctly when a ticket is created by e-mail?Solved1.2KViews0likes1CommentRe: Customers unable to view closed incidents from portal
We and our customers are also experiencing this intermittent issue in both Service Desk and the customer portal, for open as well as closed incidents (see my previous post from 26/07 'Issues searching for ticket number in customer portal'). To give another example, this morning I was unable to link two incidents as the search returns 'Sorry, no results found' but the ticket I'm trying to link to is a current open ticket.9.1KViews0likes1CommentIssues searching for ticket number in customer portal
A customer is reporting issues searching by ticket number in the customer portal. Intermittently a ticket is not found in search even though it is an active ticket and he has rights to view all company tickets. He reports that has tried entering the just the ticket number, adding # in front or B# but the search does not return a result. Has anyone else seen this issue or can provide a solution? This customer has many active tickets so it is a frustrating problem for him.2.8KViews0likes6CommentsExternal Watchlist notifications
Can someone advise the correct process for stopping those on the external watchlist receiving incident ticket comment notifications which are only meant for our internal technicians. We thought we were following the correct method have have some evidence this had worked before but have found an anomaly. Previously used process: 1. Insert comment and tick 'hidden comment' 2. Untick Customer but keep Watchlist ticked then Save However... in a ticket which was in Resolved & Closed status, one of our internal technicians added a hidden comment as above but people on the external watchlist received a notification e-mail. I'd be grateful for clarification.1.2KViews0likes1CommentCustomer has stopped receiving e-mail alerts for ticket updates
I have a customer who has suddenly stopped receiving all e-mail ticket updates. His colleagues assigned to the same service are still receiving updates. Are you able to provide any confirmation that the system has sent the messages and his e-mail address is not blocked for some reason? Outlook settings have been checked for the obvious reasons just as junk mail blocked senders etc.Solved1.9KViews0likes2CommentsDelayed e-mail notifications for Go To Assist
Over the last few days e-mail notifcations from Go-To-Assist are delayed by up to an hour. Is anyone else seeing this issue or know the cause and how to resolve? Activity status in the ticket just says 'Notifications Pending' A customer is in the middle of a go-live and not getting tickets or updates quickly is causing real problems. I did call the helpdesk but technican could not understand my issue then cut me off!Solved4.1KViews1like8Comments