Laura

Feature Request Summary

Please provide the ability to hide the requester's IP address and/or region in the Support product.

Use Case

I understand that collecting the IP address is required, but I do not understand why this needs to be shown to the agents.  To help protect the requesters PII, we should be able to limit who has access to this information.

Product limitation or missing feature

Ability to prevent the agents from seeing the requesters IP address.

Business impact of limitation or missing feature

I cannot currently limit this access.

Other necessary information or resources

I would like to have a setting in Admin to hide the IP address and / or Location in the event log metadata footer.

Updated request.

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)

I want to be able to update tickets, even if I haven't heard back from my user after 28 days.  Creating a follow-up ticket will be cumbersome for reporting purposes, and the only other option is to keep the ticket on Hold

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

We anticipate that our new tickets may need to remain open for more than 28 days after the last contact.  For reporting purposes, we want all of the data on a single ticket, not on followup tickets.  

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 request is for a new instance that we are setting up, however, we believe there will be a lot of tickets that are closed prematurely.

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

The workaround would be to leave everything “On-hold”.  However, we will also need a trigger/automation that moves from Solved to On-hold to prevent these tickets from being closed.

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

The ideal solution would be to disable the automation that closes the ticket after X hours.

However, other options would be a way to re-open closed tickets, or another status category that allows us to identify the tickets as closed, while they remain open.

Please add the ability for us to upload custom ringtones for each phone line.

Thank you Christine!

I already used the subdomain I want in my sandbox.  Can I delete it so I can use it in my production account?