Tyler Guzi

TITLE: Customer controlled & assigned groups/departments 

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

A customer has requested the ability to add departments for their organization and allow it to work similar to agents in the Agent workspace. This function would be created and maintained primarily by the customer. 

What problem do you see this solving? (1-2 sentences) 

A customer has a infrastructure team that should be included on all tickets related to that section. The desired function would allow for the customer to assign a ticket to that group within their organization or a specific individual on that team. this would allow for better collaboration on the customer side on tickets and reduce lag in response times. 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

This is likely a lower use case but as more high dollar & more complex end user organizations come online, it will be come a more common ask. They may want to better manage tickets on their end and reduce the gap in communications as users within their organization take time off or leave the organization 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

Potentially, cc's can be used to add other users but it does not assist in identifying the primary contact on the customer side it that person is someone other than the requester.  

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

An admin user on from the End User Organization would have the ability to add/manage groups similar to the Agent group functionality. This would allow for Organizations who want to stay more on top of their requests to do so. 

Salvador Vazquez - What I'm reading from the thread is that people are interested in specific tickets without a first response, presented in a view.  A count doesn't really help to know which tickets need responses most quickly. 

A view or column in a view would be the desired outcome.  For example:

A triage queue would be build around tickets missing desired attributes; lets say Priority, Type and No First Response.  Tickets missing any one of those 3 attributes would be used as the first tickets to view for a support team. Once all 3 of those criteria are met, it would drop from this view

Meaning that the ticket would be properly configured to trigger Completion SLA tracking and other configured business logic.  More importantly, it would help to ensure that customers have been communicated with in a timely fashion to help boost their experience and increase their overall satisfaction.  

Hope this helps!  And like everyone else, very curious as to when these improvements may be launched

A customer has requested the ability to add departments for their organization and allow it to work similar to agents in the Agent workspace. This function would be created and maintained primarily by the customer. 

Example:  A customer has a infrastructure team that should be included on all tickets related to that section. The desired function would allow for the customer to assign a ticket to that group within their organization or a specific individual on that team. this would allow for better collaboration on the customer side on tickets and reduce lag in response times. 

A number of organizations have requested the ability to add ticket attributes (standard & custom) to their ticket view in the help center.  Additionally they'd like to be able to reorder, sort and filter on these fields.  As well as export the data to a CSV or XLS file.  

Currently they only see Subject, Ticket ID, Created, Last Activity and Status.  In that order with only the availability to sort by Last Activity and filter on Status.