Hello,
Newbie here but coming from a competitor that we used for a very long time.
The biggest struggle we have found so far is the limited capacity of customizing email notifications.
It would be nice to:
- Change the “notifications” email address and customize it to the email linked to the email that receive that notification.
Example: we have 3 addresses in our ticketing system but the emails coming in are all coming from “notifications” and there is no easy way to filter or change it that I am aware of. This would be very helpful as some of our staff (admins) get emails from multiple email addresses associated to the ticketing system and that is just confusing.
- Email notification that matches the subject of the email sent by the person opening the ticket.
Example: Our users open tickets sending an email 99% of the times and when we receive the notification that a request was received, the email notification in our gmail inbox shows the ticket number, the body of the email but there is no trace of the subject.
We can view the subject opening the request but sometimes, especially when we are on the move, this is cumbersome and it would make much more sense to see the quick subjectline showing up that gives us an idea of the request instead than just a ticket number with a notification that states “The request was assigned to the team xyz”.
- Allow clean separation of duty based on team membership at the admin level.
I noticed that admins can access any request despite their team membership. That is cumbersome and not good. We need containerization for some admin roles and customization of which work requests they can see...this can be done for agents but not for admin accounts as per my understanding.
Thank you very much
