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Auto 'stop the clock' on certain IPK Status Titles
Be able to stop the SLA clock automatically when a call is deferred/assigned to a particular status. E.G. Awaiting Resource0 Reviewed by Alemba Product Manager
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Search features in Portal
The Search currently allowed in Portal is VERY limited with only the ability to search in a narrow scope (open, closed less than 1 week, closed less than 4 weeks), and offers no ability to search past that even if the number is known. Simply provi...3 Reviewed by Alemba Product Manager
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Availability of chat analyst should update periodically
If a user goes to the self-service portal with a desire to chat - and they see that there are no analysts available, it would be nice if the page refreshed automatically to check for analysts, rather than requiring a manual refresh. Or if this cou...0 Reviewed by Alemba Product Manager
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Conditional Branch - add ability to configure what happens if NO rules are met
This would simplify some of the conditional branches created - and would allow for odd scenarios when RULES are not met. Currently the request just stops and no tasks are active. It would be nice to (at a minimum) build in an email/task to the adm... -
SLA Stop Clock Reasons
Currently when you stop the clock on a call / request there is just a free text box to type a reason. the ability to select a particular option from a dropdown field would be ideal for this screen to ensure analysts are putting a reason and also w...0 Reviewed by Alemba Product Manager
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Task actions on Conversation Widget
Allow Task Actions to be added to the Request Conversation History so users looking at SSP can see Task Updates as well as Request Updates.0 Reviewed by Alemba Product Manager
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Customer Portal - Calendar Addition
We would love it if it was possible to have a calendar that is Customer facing on the Customer Portal so that we could add in when there was going to be Planned Outages of certain systems so that the Customer's could have a place to check to see i...4 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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Allow customers to set requests as favourite
It would be good if customers could mark requests they use a lot as favourites and then pin these to the portal home screen to make accessing them quicker0 Reviewed by Alemba Product Manager
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Font size options in Designer
Font size on HTML fields go 8px, 10px, 12px, 14px, 18px. It would be good to have 16px, 14 is the same as normal text so no good if you want it to stand out but 18 is a bit to large.