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Flood Detection for email scrape
It would be great if vFire had the capability to detect a email flood (aka a bunch of emails from the same address within a short time space) we have had issues with emailing to external ticketing systems where the two systems don't recognize the ...0 Reviewed by Alemba Product Manager
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Ability to send email to the Current group when a note is added to a call
Ability to send email to the Current group when a note is added to a call instead of sending email only to the currect analyst. This is useful to notify the current group in case the current analyst is not available.0 Reviewed by Alemba Product Manager
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Email: Did you forget to add an attachment?
It would be nice if there was a prompt to say 'Have you forgotten to add an attachment?' if there are certain phrases found in the body of an email an officer is about to send. Similar to Microsoft Outlook functionality.2 Reviewed by Alemba Product Manager
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IPK Rule options to allow response to closed calls
This would help to update the user and let them know that their call is closed and will not be reopened or perform an update action. We have in our system the option disabled for Update call from the email scrape when the call is closed, however t... -
Message Templates - Date/time field opportunities
There are two opportunities for date/time fields on message templates: (1) If the field used on the request displays date only - the message template should only display the date and not date/time. Or at least the designer of the message template ...1 Reviewed by Alemba Product Manager
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Create External Contacts rather than Users when creating new calls anonymously via incoming email
There are scenarios where we still want vFire to create a ticket, but we just don’t want it to create a user account for people who are not in the system. We want vFire to create an External Contact instead. Then the External Contacts to not be ab...0 Reviewed by Alemba Product Manager
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Default Email Address Option
Enable the ability to have response emails sent from the analysts default group email address. e.g. If an IPK or Request group have an email address specified, this address could be used when responding to a customer rather than the email address ...0 Reviewed by Alemba Product Manager
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Email Call Reopen button
The way the system is currently set up means that when a user replies to say thank you or to report that the Call has not been resolved, the call will show up in the Analyst's Calls Outstanding field. This means that we have to reclose the calls t...0 Reviewed by Alemba Product Manager
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Add Email Attachments from vFire into Objects
Currently only email attachments sent into the system is stored as an object. Currently attachments within emails sent to the customer from vFire, do not store the attachments as objects to the call. It would be a good feature if those attachmen...0 Reviewed by Alemba Product Manager
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Ability for incoming email to read subject line and only reopen a call based on certain subject lines, contents within the email
When you switch on 'reopen closed calls' option on the incoming email monitor. It would be good if you could say to only reopen the call and attach the contents as a note, if the subject/body contained certain words. e.g. if a customer replies to ...0 Reviewed by Alemba Product Manager