Feature Request Summary:
Stop flushing closed tickets after 28 days.
Description/Use Cases & Business impact of limitation or missing feature:
We do not have a lot of volume, and of what we do have, we are constantly shifting how we look at it, and what insights we need to gleam therein. This is hard to do when access to the ticket is removed less than a month after it's closed, and I am unable to further modify the fields, or even see the ticket in any View to export it.
We are in a highly regulated industry, and your platform is supposed to be HIPPA compliant, so maybe someone can tell me how your other HIPPA compliant customers access their old data, say, for an audit? Do I need to keep my own system of record OUTSIDE of the one we pay you for?
I have an army of tickets "On Hold" because I am not done with them-- Oh, I am done with them in a support sense, but not in an infrastructure sense, and I still want to be able to modify these tickets until I am happy. Being able to access and modify MY OWN DATA sounds a lot like "core functionality" to me.
By never solving or closing tickets, we miss out on SLA automation, solved ticket status reporting and triggers, makes reporting more difficult, etc... This is not really critical at our current size, but we can't scale like this, and will be forced to adopt a new solution down the road.
Other necessary information or resources:
For your reference, below is a complete list of the other platforms that do allow long term access to ticket data:
- ALL OF THEM; every last platform I have ever worked with ever-- all the way from NetSuite down to Freshdesk-- has allowed me to access, modify, and export all of MY tickets.
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