Issuetrak Product Feedback

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  1. 6 votes
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      Received (under review)  ·  0 comments  ·  Automation  ·  Flag idea as inappropriate…  ·  Admin →
    • Is it possible to generate the ticket number when you first start entering the call information instead of the end?

      If Issue trak would generate the ticket number as soon as the the Customer Service Rep started generating a ticket it would save time and help to move on to the next customer. Speeding up productivity and helping with the hold times in que.

      3 votes
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        Received (under review)  ·  0 comments  ·  Automation  ·  Flag idea as inappropriate…  ·  Admin →
      • Robin round auto assignment

        We currently have 4 customer services reps responsible for working emailed issues and opening up an issue for every phone call answered. We do not leave issues unassigned and allow for the rep to grab one to work, because they will cherry pick and resolve this easy issues. SO, I setup 96 auto assignments in IssueTrak, 4 reps at 15 min each assignment for 24 hours in the day. We thought this would balance the work load with such a small window of time. It does not. Too reps are having higher numbers of assigned cause compared to the other…

        3 votes
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          Received (under review)  ·  0 comments  ·  Automation  ·  Flag idea as inappropriate…  ·  Admin →
        • Implement ITIL "compliant" problem management

          ITIL Problem Management (best practices) indicates there should be a database of open problem management (tickets) and a list of "Known Problems". A ticket should be able to link to both or either. A known problem describes the problem and a workaround. Linking to it would create a set of metrics of how many tickets were closed using the workaround. Linking to an open problem mgt ticket or db entry can also provide how many tickets were related to that issue.

          In general, you should move more toward ITIL processes and ideas.

          3 votes
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            0 comments  ·  Automation  ·  Flag idea as inappropriate…  ·  Admin →
          • Automate "Next Action" asignee

            Ability to automatically asigne "Next Action" assignee in a similar manner to "Assigned To"

            3 votes
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              Received (under review)  ·  0 comments  ·  Automation  ·  Flag idea as inappropriate…  ·  Admin →
            • Centralization of substatus rules, escalation rules, and automatic assignments

              Merge our automation features and create a powerful automation feature, where Issuetrak can react to events or issue states and perform an action that was specified ahead of time. Another term for this is "business rules".

              3 votes
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                Received (under review)  ·  0 comments  ·  Automation  ·  Flag idea as inappropriate…  ·  Admin →
              • 3 votes
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                  Received (under review)  ·  0 comments  ·  Automation  ·  Flag idea as inappropriate…  ·  Admin →
                • Allow the Submitted Between times in Auto Assignment Business Rules to span into the next day.

                  Currently, if we wanted auto assignment times to go overnight, we would need to create two separate rules, like 7:00 PM - 11:59 PM and another one from 12:00 AM to 7:00 AM the next day.

                  Allow the times to span into the next day within the same rule.

                  1 vote
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                    Received (under review)  ·  0 comments  ·  Automation  ·  Flag idea as inappropriate…  ·  Admin →
                  • Enable Business Substatus Rules to work with Recuring Issues

                    Enable Business Substatus Rules to work with Recuring Issues.
                    Reference IssueTrak Issue #: 97455.

                    1 vote
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                      0 comments  ·  Automation  ·  Flag idea as inappropriate…  ·  Admin →
                    • Add a trend monitoring / alert notification to the escalation rules

                      Allow escalation rules to monitor overall aggregate issue data to alert users of a trend being identified. The escalation rule would allow you to define the condition (ex: issue type = X and Location = Y), define the count trigger (7 or more qualifying issues opened (not OPEN)), and the time period to monitor (user defined input using existing format days:hours).

                      With the above capability, Issuetrak would now be able to sent out an alert email / text to the appropriate people / groups once 7 or more specified qualifying issues were opened within the defined time period.

                      1 vote
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                        Received (under review)  ·  0 comments  ·  Automation  ·  Flag idea as inappropriate…  ·  Admin →
                      • Keyboard shortcuts are combinations of two or more keys that, when pressed, can be used to perform a task that would typically require a mou

                        Keyboard shortcuts are combinations of two or more keys that, when pressed, can be used to perform a task that would typically require a mouse or other pointing device. Keyboard shortcuts can make it easier to interact with your computer, saving you time and effort as you work with Windows and other programs. keyboard shortcut to move around the Submit issue page

                        1 vote
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                          Received (under review)  ·  0 comments  ·  Automation  ·  Flag idea as inappropriate…  ·  Admin →
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