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Email Header & Footer - set on a per partition basis
Set a per partition Email Header/Footer. Currently it's "Global" so affects all partitions, and this is no good if we have HR/IT/Facilities etc, as they all end up with the same email headers/footers. The only alternative we have at the moment is ...2 Reviewed by Alemba Product Manager
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More time and date functions in searches
The ability to search today minus 7 days or search current month or yesterdays calls etc without having to change the date fields. This would be great for saved searches. eg a search that shows all calls closed last week without fiddling with the ...0 Reviewed by Alemba Product Manager
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Add the ability to rename and reorder main widgets (eg My Counts, Latest News etc) in Self Service portal
In V9.5 self service portal it would be good if we could rename and main widgets - eg My Counts, My Incidents - we are using the terminology 'calls' for 'incidents' everywhere else but can't change the heading in this widget. It would also be good...2
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Would like the ability to merge duplicate person records
Over time people can change email addresses, or have different addresses configured for various projects that they are working on. Currently the way ASM works, the person would be created as a new person if they email into the system and anonymous...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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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. -
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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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.