Stacey Horowitz

Good morning, 

Is it possible to nest the different status - like if we have mutliple PENDING status, they are under PENDING and there is an arrow for the list - like we nest other custom fields.

100% agree. This is very needed functionality and very frustrating for our teams. Being in the healthcare industry, a large marjority of content we share needs to be encrypted when sending to outside parties, and back to us. Our clients consistently encrypt their emails and our team needs to be able to access and resleas those that get stopped in the suspended folder as well as the release emails when we request premission to open the encrypted emails.  

We are stuck between a rock and a hard place. We cannot use Private groups as they are intended (and we need that as well) without also having a group of users still have access b/c they need the suspended ticket view.

Thank you for considering this for 2023!!!

100% agree as well. This is very frustrating. We cannot enjoy the benefits of the private groups (which are very much needed) without losing system functionality for multiple teams. I am hopeful that this is on the road map as a priority for Q1 2023.  

This is truly an issue for our organization.  We need to send a report that marks unsolved tickets as of a certain date, but may not be reviewed until a later date. If we send a dashboard, the report will update each day.  Additionally, we have many queries that need to be sent on their own dashboards. This has caused our dashboard list to be extremely long.  Please consider making this change. Thank you!

I find this very concerning especially as we are sending a copy of the transcript to our end users (customers), they know they spoke with us at a certain time and this could be confusing to them for the transcript to be in a different time zone. Why is this so difficult to set. We have the correct timezone settings in Support, Chat (dashboard), etc.

I find this very concerning especially as we are sending a copy of the transcript to our end users (customers), they know they spoke with us at a certain time and this could be confusing to them for the transcript to be in a different time zone. Why is this so difficult to set. We have the correct timezone settings in Support, Chat (dashboard), etc.

It is very frustrating to have to open up many line items to find the one you want just b/c you cannot have the extra columns in the search that you like.  We have built many custom fields and it would be very useful to see some of them in the search.

We would really like to have this feature as well.  Our previous ticket/crm tool did provide this functionality. It did limit the field to say 300 characters, so maybe not the entire comment, but enough to understand the ask.