Dave Gordon

Hi Nicole,

Thanks for the response. I assume you folks have a system for tracking Enhancement Requests. Can you tel me if this is already in that system? If not, can you add it please, so that it is visible at some level? 

Regarding impact, we have customers who would like to add additional team members to CC from within the Support Portal, which is not allowed after the ticket is submitted. They also would like to modify the Priority, which would then allow us to set up an escalation trigger. Lastly, they would like to modify certain other fields for their own tracking and reporting purposes, which again is not possible.

Impact: Workflow improvements will help us scale our support services, and without knowledge that some of our concerns will be addressed, we will likely need to investigate alternatives to see if we can better meet our customers' needs long term.

Thanks for your attention.

Dave

How can we raise visibility of this request? Are any moderators watching this thread who can help us get this prioritized? We have a need for this, which has been requested by a strategic customer of ours. Thanks.