1

Support for Case Management - Email forwarding not working for shared mailbox in case creation

Hi, We came across the situation where we have requirements to create cases automatically when an email receive on shared mailbox from customers. So that client setup email forwarding on their email address to forward emails to the support mailbox. Then we found that it is not creating cases in...

Read more...

0 Comments

Read more... 0 Comments

Category: Customer Service (Case Management / Queues) (85)

STATUS DETAILS
Needs Votes
1

Customer service goal metric units and goal metric unit conversion

Future potentially featuring the inclusion of goal metric unit for purpose to potentially include a goal metric unit conversion (e.g. from hours to days or month), maybe helpful. Currently there is the option to set goal metric types, but there is no metric type in number of specified units.

Read more...

0 Comments

Read more... 0 Comments

Category: Customer Service (Case Management / Queues) (85)

STATUS DETAILS
Needs Votes
1

Persistence of Dynamic Chart ribbon item

In the Service > Queues there's a chart button in the ribbon. When users interact with this it should remember its state and the element should refresh when they are working on the queue items. Currently when a user opens the chart and uses it to filter the queue items, if they proceed to the it...

Read more...

0 Comments

Read more... 0 Comments

Category: Customer Service (Case Management / Queues) (85)

STATUS DETAILS
Needs Votes
1

Show "Attach File" button on new email activity

When a new email is started, there is no "Attach File" button in the menu ribbon, and the "Attachment" grid on the right side of the form does not show. Only once the email has been saved do these options appear. Suggestion is to remove this extra click and have the attachment options show on a n...

Read more...

0 Comments

Read more... 0 Comments

Category: Customer Service (Case Management / Queues) (85)

STATUS DETAILS
Needs Votes
1

Pick Case

Current behavior: 1. Whenever a user is in a queue view, they work with “Cases available to work on” view. 2. Now, when I pick this case, as expected it goes away from this view and I can then see the case in “Cases I am working on view”. 3. This is not very efficient, because a user has to k...

Read more...

0 Comments

Read more... 0 Comments

Category: Customer Service (Case Management / Queues) (85)

STATUS DETAILS
Needs Votes
1

SLA - Need a feature to Pause and Resume SLA based on a specific Date Time

In SLA, we need a way to choose a date and time while pausing or resuming the SLA. Based on this all calculation should happen. The reason being that most of the times, field service agents have to wait for a part or product and at this time SLA will be running. In Practical cases, when field ser...

Read more...

0 Comments

Read more... 0 Comments

Category: Customer Service (Case Management / Queues) (85)

STATUS DETAILS
Needs Votes
1

Completed Queue item will not show item details - unless selected from advance search

Hello team, There idea here is to either make this option available or at least create a different button for Queue item details/ when an item is either in completed or inactive state. This is the scenario: If a queue item is completed or in inactive state, the button "queue item details" just ...

Read more...

0 Comments

Read more... 0 Comments

Category: Customer Service (Case Management / Queues) (85)

STATUS DETAILS
Needs Votes
1

Read Only Fields on Cases

In a recent update you have made the Priority/Status and Owner fields read only as well as being editable but moved the editable fields so they are not visible on the screen meaning an extra click to select the arrow to show their fields before editing them. What a step back in what was a reall...

Read more...

0 Comments

Read more... 0 Comments

Category: Customer Service (Case Management / Queues) (85)

STATUS DETAILS
Needs Votes
1

N:N relationship between customer and SLA

Currently only one SLA can be assigned to a customer. However, there are contracts with customers in which the customer has agreed several SLAs depending on the problem. For example, the malfunction of a heating system is handled with the SLA P1 and the repair of a door with the SLA P2. We nee...

Read more...

0 Comments

Read more... 0 Comments

Category: Customer Service (Case Management / Queues) (85)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thank you for your feedback.

This is a great suggestion! We will consider this in our roadmap.

Sincerely,

PM,

Microsoft.

0

Duration field

To use a field in the SLA which will calculate the time in hours we created a field of type "duration" . We tested creating a Duration field on the support instance and it shows the number correctly however the label shows "minutes", we found that the label is wrong but the calculation is correct.

Read more...

0 Comments

Read more... 0 Comments

Category: Customer Service (Case Management / Queues) (85)

STATUS DETAILS
Needs Votes