Set default email template when answering to an email from the timeline


The current process of selecting a template when answering to an email from the timeline is very time consuming and not user friendly. Right now the user needs to open the email, click on reply, then insert template, select the template, confirm changes and only then can start answering. There is...

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Category: Customer Service (Case Management / Queues) (87)

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Needs Votes

SLA should be measured in working hours and not include off work hours as well


Currently SLA cannot be set up to only look at working hours but also off work hours need to be added to prevent cases from being escalated too soon. As a result especially for reporting the figures get quite confusing as they don't show the actual (working) time spent on the case but the total t...

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Category: Customer Service (Case Management / Queues) (87)

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Needs Votes

Add attachments when composing an email from the timeline


When composing a new email from the timeline, there should be a button to add attachments so that users can send emails with templates to the customers directly from the timeline.

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Category: Customer Service (Case Management / Queues) (87)

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Needs Votes

See the availability of contacts when sending an email


When working on cases it is often required to reach out internally. If doing so by email using the built-in email functionality of CS app, it is not possible to see, whether a contact (internal) is available or not. It would be nice to have the same feature as in Outlook, where, before sending an...

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Category: Customer Service (Case Management / Queues) (87)

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Needs Votes

Timer to stop counting outside business hours


With the current setup of CS app, the SLA will include non-working hours when an agent starts working on a case and continue counting down. This however is pretty much confusing for the agent as the numbers you might get shown on the SLA vary. Instead what should be done, is, that the admin confi...

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Category: Routing/ SLA (70)

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Needs Votes

Smart Matching to consider Case Number


Currently it is either smart matching or tracking token that can be used to track communication to the corresponding case. While Smart Matching does not work reliably (as customers may forward communication and someone else steps into the dialogue, subject lines being changed and/or old emails be...

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Category: Platform (178)

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Needs Votes

Not being able to save and attach e-mail conversations from Customer Service app to another email correspondence


Unfortunately it is not possible to compose an email message from with the CS app and attach an existing email to it. As well there is no possibility to save an email within CS app and attach it to another communication. Using MS Outlook and the Dynamics plug-in is no solution here, as agents are...

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Category: General (315)

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Needs Votes

Holidays & Absences - Reactivation of cases does not look at absence of agents


With the calendar view we certainly benefit from seeing agents availability, however there is no feature to manage “absence of agents”. For example if an old case reopens, it automatically reopens to the agent who was handling the case. When he/she is absent, the system does not take that into ac...

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Category: General (315)

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Needs Votes

Cancelled Cases reactivation doesn't reactivate queue item


When a case is being cancelled and it does get reactivated, e.g. by an email sent from the customer, the case gets reactivated, however the queue item doesn’t. So the agent may see the case in one of his cases list views, but it won’t show up anymore in any of the queues. There is a workaround th...

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Category: Customer Service (Case Management / Queues) (87)

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Needs Votes

Out of Office messages should be ignored by the CS app


When sending a notification / message to the customer submitting a case, a new case is created if an OOO (out of office) is set up. The system should recognize such OOO messages and disregard them, so no new case gets created.

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Category: General (315)

STATUS DETAILS
Needs Votes