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ASM Core to automatically Stop SLA Clock just on Call Status changes
Currently Core will automatically set Suspended Until and the Suspend Time and rely on the configured SLA to automatically Stop the Clock.
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Allow Analyst to Initiate a Teams Chat from within an Incident/Request
Can we have a feature that allows an analyst to initiate a teams chat from within the incident/request and all the chat details added to the call history? This would be a really useful feature.0 Reviewed by Alemba Product Manager
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Watched Calls need to be displayed until unwatched
When watching a call, if that call is closed, the analyst loses sight of it and unless they have made a note of the ref, are unlikely to find it. The purpose of watching a call is for review and investigation. If the call is closed and no longer i...0 Reviewed by Alemba Product Manager
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Call Auto close setting: overwrite only certain fields
When configuring the Call Auto Close rule there is the flag that, if unchecked, overwrites existing fields; the new functionality provides the the possibility to decide which field to overwrite; e.g. I want to overwrite the Call Status but not the...0 Reviewed by Alemba Product Manager
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Include call update details in the call history
Include details regarding which fields were updated in the call's history. For instance, it would be helpful to know what a call's type was originally set as and what it was changed to when a call is updated. This same functionality would be benef...0 Reviewed by Alemba Product Manager
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Save as you Go/Type
Ability for updates/notes to be saved without needing to use the Save Button, either when adding notes or through the Conversation Widget.
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Reviewed by Alemba Product Manager
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Exclude customer 'add an update' when a ticket is in a state of resolved/closed
If a ticket is resolved - pending closure confirmation and the user adds an update outside of our 'confirm close / re-open' options it breaks the process. Tickets are re-assigned back to the resolving analyst in a steate of 'open/resolved' and the...0 Reviewed by Alemba Product Manager
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Expand Call Closure to overwrite/clear fields on closure
Would it be possible to expand the features of the auto call closure configuration to clear or set values on certain call fields on closure. We've had requests for personal data to be removed on a time basis and having this in the front end of the...0 Reviewed by Alemba Product Manager
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Set auto close to use working hours or add hours as an option to close so it doesn't close at just past midnight
Currently you can only set auto-close to to do in terms of days, weeks and months. When you set 2 days it closes as soon as it goes past midnight in to that day instead of using working hours. TNA Jamie Brown would like the ability to either have ...0 Reviewed by Alemba Product Manager
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create a rule trigger on reopened tickets
setup a rule that has the ticket reopen to the analyst that closed it and also send an email to the SD manager 1 it reopens tot he closing analyst so that they can still work the ticket verse going to new analyst to possibly have to trouble shoot ...1 Reviewed by Alemba Product Manager