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Ability to add custom fields / other standard fields to the matching panel KB search/filters
If you log an IPK type call via Core it only searches in certain pre-defined system fields E.g. Type, Description. You are also limited to those fields to be able to filter your results. It would be useful to be able to add other standard and cust...0 Reviewed by Alemba Product Manager
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Would like to have more colour options available for text and backgrounds
This is especially important for the read-only fields in core, as they are hard to read for people who may have vision impairments.0 Reviewed by Alemba Product Manager
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Keyword / Synonyms - extend search from Knowledge Base to whole vFire
Currently the synonyms entered are only considered in search for Knowledge Base articles. Would be great to use the synonyms as well for other (all?) parts of vFire, especially Service Catalog. E.g. searching for "PC" would find as well "Desktop C...0 Reviewed by Alemba Product Manager
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Limit how long a call or request can be suspended for
It would be good to limit how long a call/request can be suspended for so analysts don't suspend for 6 months etc.0 Reviewed by Alemba Product Manager
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Put Self Service Portal into Maintenance Mode
Customer would like a mode which restricts/disables user logins via the SSP. They would like to use this for maintenance purposes and for restructuring their SSP. -
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... -
Delete/Close down unanswered chat calls
We have noticed that when a customer starts and then ends a web chat before an analyst has answered it keeps the call open and assigned to the service desk. this is resulting in calls being submitted to us with little to no information. is there a... -
Allow portal users to customise their own columns
Our users want the flexibility to show/hide portal columns as they see fit. What is useful to one organisation is not necessarily useful to another. It would be great if portal users can customise the columns that are presented to them in the portal.3 Reviewed by Alemba Product Manager
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Real-Time Chat Stats displayed on Wallboard (TV Screen)
We have currently built a Real-Time Wallboard of Chat stats using API technology to extract the real-time stats from our Chat software which we have integrated (3 years ago) into Alemba. We can see in Real-Time; Agents logged In Available, Chats w...0 Reviewed by Alemba Product Manager
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Add Forwarded Count Field to the Task and Request screenset
The IPK screenset has a Forward Count field. Tasks sometimes get misrouted and forwarded to the wrong group. It would be great if we could get that information to create a report, and that information will develop a training opportunity.0 Reviewed by Alemba Product Manager