richie967
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Joined 6 years ago
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Re: Notifying more than one customer when an update is made
Hi Ryan, When a customer raises an incident, we work on it, and may respond the the customer a week later. However sometimes the customer who raised the incident will miss the reply as the customer is on annual leave etc. So we want to be able to send updates about to all customers for that company. It seems that watchlists are only for technicians, as opposed to customers. How do we add company employees to a watch list so they can be motified about updates to support tickets for their company?2.6KViews0likes0CommentsRe: Notifying more than one customer when an update is made
Hi AshC, Thanks for the information, whilst it's important that a technician can change the customer on on an incident. It is very common that a customer needs to pass the incident to one of their colleagues. How do they do this? Also, regarding the watchlist, how do we automatically send a notification out to all customers in a company when a technician updates (NOT CLOSES) an incident? There is often more than one customer at the customers end working on the issue so it is important that all customers can see the update. This is causing issues now. Cheers, Rich2.8KViews0likes3CommentsNotifying more than one customer when an update is made
Hi, I have recently started using Service desk. I have 4 users. and multiple companies with customers. I have two main questions with the system. 1. Assigning an incident to a different customer - For the sake of this scenario, lets call it "company A". Company A has two customers. "Customer A" and Customer B". Customer A raises an incident. Then the technician works on the incident. How does the technicians assign the incident to "Customer B"? If it was created by "Customer A"? 2. Notifying all customers in the same company when an incident is updated How do we notify all customers in the same company when a technician updates an incient? Cheers, Rich2.8KViews1like5Comments