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Michael Fecht's Avatar

Michael Fecht

Joined Oct 22, 2021

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Last activity May 14, 2024

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ACTIVITY OVERVIEW

Latest activity by Michael Fecht

Michael Fecht commented,

Community comment Feedback - Ticketing system (Support)

Our bigger customers and business partners have requested this feature.

  • What is the problem?
    End users have no opportunity to export a list of their requests.
  • Why is it a problem?
    Some of our end users have a huge amount of requests. Especially these customers have the requirement to process the tickets for billing or reporting issues. At least an export to csv would be very helpful.
  • How do you solve the problem today?
    Currently the customer will get a list on demand, that is exported manually by an agent out of an explore dashboard.
  • How would you ideally solve the problem?
    There should be an export button on the 'My Requests' page. This should work for all tabs (my requests, requests I'm CC on, organisational) and it should recognize current filtering (including search). At least an export to csv is needed. The export should contain all ticket fields that are visible for end useres.
  • How big is the problem (business impact, frequency of impact, who is impacted)
    For our business partners this issue is a major issue, although we have chosen to provide the lists manually. This causes unnecessary efforts in our support teams and creates a dependency between customer's workflows and our teams with the risk to gain dissatisfaction.

View comment · Posted Jun 24, 2022 · Michael Fecht

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