Helpdesk "Submitted by" User Management Improvements
We would like to see improvements to the "Manage users" section of the Helpdesk located under the "Submitted by" drop down. One, that is the only place to access that managed user list. That should be centralized somewhere not just there, and we are not able to edit the user once they are created here, can only delete them and then recreate them. Two, maybe this is better to be handled in the Resolve Admin central under Users instead? We feel like this part of the product was an afterthought, as agents and admins we don't have too much control over this list of users. we would love to have more integration with the user thats submits the tickets and the system itself.
WorkFlows
I would like to suggest the addition of workflows or approval flows for tickets. User requests a new device. Request goes to Manager. Manager can then approve or deny a request. Leaving notes for each response. Approval sends ticket to IT for fulfillment. Deny sends ticket back to user as closed with explanation. (Explanation required for deny.)German localization of status mails according to the language set by the user or globally
We are currently evaluating Goto Resolve and have many users who do not speak English or speak it very poorly. The emails our users receive for the tickets they have opened in the helpdesk are exclusively in English. It would be nice to set the language for the mail events either globally or depending on the language set in the user profile of the ticket creator.
End User Custom Fields in Tickets
The Custom Fields are great, but it would really be helpful for the End User to be able to see and input information into custom fields as well. Being able to set which field is required would be a great addition to that as well. An example would be that in our school district, we have multiple sites and have teachers coming and going every year. Allowing us to add a custom field for "Site/Location" and then the end user being able to put their sit in that field would be very beneficial.
Helpdesk Filters for Session History
When linking a previous remote support session to a helpdesk ticket, it would be beneficial to have a preview feature available before attachment. Additionally, a filter to exclude Unattended sessions from the list, ensuring only Attended sessions are displayed, would enhance usability. Implementing these features would significantly improve efficiency and user experience. This would also prevent users who only use Instant support and helpdesk from having to see other agents unattended sessions listed.Viewing Support Sessions from Other Agents
It would be beneficial for agents with the Member role to have visibility into support sessions linked to a ticket they are working on, even if the sessions were attached by another agent. This access would remain private, as agents would only be able to view sessions that were specifically linked to the ticket.
