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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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Unable to see more than 3 states when deferring a task.
make some windows lareger such as reason codes, defer boxes and conditional rule windows -Can we have it so we can see more Statuses, its incredibly annoying having to sift through a small box. Or at least have these screens in the designer so we ...0 Reviewed by Alemba Product Manager
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The ability to convert an Incident to a request or request to incident
If a customers log a ticket in the incorrect format, it takes time to convert from one to the other and incorrectly logged tickets skew the accuracy of reports1 Reviewed by Alemba Product Manager
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Remove ability to re-open requests
This is something that we are trying to manage with education but to be able to fix this with permissions would make our lives easier! you can stop officers re-opening calls and stop them re-opening tasks but not requests. A request is fairly ...0 Reviewed by Alemba Product Manager
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email to be generated to reporting user from notes
We would like the ability to have notes sent to users as means of update from the add note option when the 'visible in self service portal' option is selected. This therefore gives us the flexibility of having notes not visible to raising users bu...0 Reviewed by Alemba Product Manager
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Allow Call data to be exported in Nano
It would be good if you can right click on a list of calls in Nano and export to Excel or PDF as you can in Core0 Reviewed by Alemba Product Manager
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Preserve *.msg attachments in incoming emails
When a user sends an email attachment (in msg format ) into vFire, it’s converted into a htm file automatically . The problem with this is we regularly receive emails that need to be in a msg format so we can open them up and check the internet h...2 Reviewed by Alemba Product Manager
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Consistent Time Stamp Formats
Would be nice if the time stamps used the format between screens/views. For example, the object page uses the standard/regular format and call history uses the military/24-hour time format.1 Reviewed by Alemba Product Manager
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MQD fields do not show all entries in Calls Outstanding/Search/Column Views
We would like to be able to report on all of the entries of these fields.0 Reviewed by Alemba Product Manager
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CMDB linking - deleting CIs
When our analysts delete a CI, they do not remove the link between the CI and it’s parent/child object (there’s no obvious reason that they would need to do this). Because of this, the API treats these links as Active and includes them in query re...