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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 way too many clicks involved. Suggestion would be, that an admin can set a default template to be loaded automatically when a user wants to reply to an email which includes merge fields so that the user no longer has to click his or her way through to finally get there. Of course it still should be possible select another template once the default one is loaded according to the current solution to allow flexibility. -
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 time incl. off work. Example: working hours are from 09.00 to 17.00. An agents picks up a case at 16.00 and closes it the next day at 09.30. The actual time spent is 1.5 hrs and not 17.5 hrs as the system would show. -
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. -
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 email, it can be seen, whether a contact has set an out of office reply or not. This of course only refers to internal contacts (i.e. same Exchange Server). -
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 configures the non-working hours (just as now) and the system will take the exact SLA and simply stop the countdown in non-working hours. This way the displayed values on the cases look correct and are not confusing the agents. As well it will allow much better for reporting on the time spent on a case as you can simply take this time instead of trying to figure out what the non-working hours were. The current setup of the system is simply not at all user friendly nor is it transparent. -
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 being used to create a new incident), tracking token is not ideal either, aCase Number be added to the criteria for smart matching or as a tracking token? This number is pretty much unique and as ws with a high number of cases, the token pretty soon repeats. So workarounds must be found that the system doesn't track new emails to old cases. Why can't the ell it is being used by the customers if they want to add information to an existing case. From a customer perspective, the case number is the "token" to "match" conversation to a case, however in MS case number is not used for any of the two. This really should be considered to be changed and case number should either be available as a token or used for smart matching or - ideally - have the option for both of them.
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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 supposed to work in ONE environment and not multiple ones, so ideally similar functionalities should be provided when composing an email in CS app as there is for Outlook to generate a better user experience. -
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 account and someone has to manually follow cases with this agent’s name and assign them to other agents which results in extra work or it is not being noticed at all and the customer is unhappy about long response time. -
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 that has been suggested, just still I am wondering if such behavior is really wanted by design. From my point of view, upon reactivation of a case, the queue items should get reactivated as well. -
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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