Response Message
The improvement that was published this past weekend that fits this bill is to how response messages are sent to the end user and technician of a ticket. Prior to this update, there were three separate boxes to send a message or add a log entry.
Response
As illustrated in the screenshot to the left, this functionality is now combined into one control.
To add a log entry without sending any notifications, simply uncheck all parties associated with the ticket represented in the list.
If there are multiple technicians associated to your ticket, then they will be listed out one-by-one in the technician line.
Help Video for Response Message can be viewed here.
Next Step
Next Step is a new functionality added to the HelpDesk to give your support staff better visibility at a quick glance beyond the subject line of a ticket.
NextStep
It’s hard to see in the limited space of this blog, but the highlighted text in the capture above (highlight added for emphasis) is additional text separate from the subject line.
An example of this in a real world case would be if you have a ticket for a printer issue. You have determined that the print cartridge is bad, and you have ordered a new one. You could add a Next Step such as “waiting on print cartridge delivery”, so when you are looking at your worklist you immediately know where that service request stands.
Help Video for Next Step can be viewed here.
I would love to hear any feedback or questions you have about these two features… or anything else to do with our products and/or company. Send us an email to support@bigwebapps.com or call (866) 996-1200 x 2 for support.
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BigWebApps HelpDesk solution provides help desk software
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Unique Original Articles » My absolute favorite type of upgrade to any of our applications is when we make current functionality simpler to use for our clients. Improving efficiency is at the core of everything we attempt to build here at bigWebApps, and it’s even more exciting to me when we don’t have to build a new feature to accomplish this goal.
My absolute favorite type of upgrade to any of our applications is when we make current functionality simpler to use for our clients. Improving efficiency is at the core of everything we attempt to build here at bigWebApps, and it’s even more exciting to me when we don’t have to build a new feature to accomplish this goal.
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