Apologies if I should have submitted 3 separate tickets. I have questions regarding the following features:
In our use case we have 8 different case managers with unique areas of expertise. It is common that a case is passed from one manager to another. We have found that Manager Notes are a great way to keep ticket information with the ticket and also allow non-assigned managers the ability to review tickets and offer troubleshooting guidance.
Is there a mechanism to allow notifications to go to the assigned case manager (and not the ticket owner) when manager notes are updated? If not, is this a feature that you would consider adding in future releases?
In our use case, it is common for case managers to update and close tickets at the end of the day. Many times it is not practical to do this during the day. It is encouraged that case managers update the time spent on tickets as we want to get better metrics over time.
It seems that in order to enter a value (not using the start/stop) and update the "Time Spent" on a ticket, the "Send a Reply" button must clicked. Unfortunately, this also sends a "null" email notification to the ticket owner. Is there a method that allows updating "Time Spent" without triggering any notifications to the ticket owner?
In our installation, it seems that Canned Replies are not able to be inserted while creating a new post on the back-end. Does the back-end support inserting Canned Replies on new posts?
Once again, thanks in advance for your support and great product. We are seeing a transformation of our services and increasing our end-user experience.