Support Portal Improvements

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  • Updated 2 months ago
  • (Edited)
1) Canada.
2) IT Company.
3) Here:
1. Mechanism to add a member to CC when you're creating a support ticket.
2. All converstaions via Support Portal or emails must be displayed on the Support Portal.
4) Baically it's not convinient to work with current Support Portal when you have more than 1 admin\helpdesk engineer. The issues that we faced are below:
1. Non-super admin cannot see Account Cases.
2. No way to add a team member in the beginning of a ticket creation. RC Support can contact only one person per ticket. But what if I'd like to add my colleagues?
3. RC Support sometime answers on the Support Portal, but more often they use personal emails( e.g.). Within that case, a ticket on the Support Portal will not have been updated. So, here we got additional two issues:1) I can't track the ticket from the beginning(see paragraph 2.) and 2) I can't see what's going in with the ticket on the Support Portal. Because conversation via emails is not being displayed on the portal. Adding a colleague to CC in the middle of invitigation is not a solution.

5) All people will get benefit of this feature.

Feel free to ask me if you need additional inforamtion.

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Timur Skorlov

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Posted 2 months ago

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