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About gregmarcroftorc

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  1. Our internal staff log support requests by either logging a self service request, or alternatively by emailing our support email address. Inevitably many find the easier option is to email us, however, we want to encourage people to log most, if not all requests, via the self service portal. Is there a way we could have an automated response sent back to anyone internally that emailed us based on certain criteria. For example, 2 things I can think of straight away would be: The email would have to have come from an email address ending with We would have to make sure the automated reply was not in response to an existing ticket. Emails sent regarding a logged existing ticket would contain the following text in the title/subject 'RE: ORC International customercare: Support update for request : ' Is this possible to do, or are there any other suggestions for us to effectively encourage our internal staff to use the self service portal? Thanks Greg
  2. @Gerry @Daniel Dekel Hi both, Would it be possible to make emails that have been read, not appear in bold? I know the blue vertical line indicates when an email is unread, but I think it would be better if only unread emails were showing in bold. This was how the former view looked in Hornbill, and is also the same in Outlook. Greg
  3. Hi @plubinda, Thanks that is useful. You can close this one if you like and I can discuss anything further in there if I need to. Greg
  4. Hi, Some of our internal staff use the self service portal in order to log a request with us, rather than sending us an email for us (the analysts) to log a ticket. When they log these, the ticket is created and goes in to our request list. However, we are currently failing to get to these requests as quickly as we should and I was hoping to find out if there is a way that an email notification or something similar could be sent to our analysts when one of these requests is logged. This would help us improve on our response and fix times for self service tickets. Is this possible? Apologies if this has been explained elsewhere and I have missed it. Greg
  5. @Daniel Dekel Thanks Daniel, that is all useful to know.
  6. Hi Gerry, Some comments/feedback I have: It still appears to be showing emails from 6 months ago at the top of our inbox. There are 2 unread emails, and then the third email listed says '6 months ago'. Not sure why that is? In the old version. when we click on the email, it opens up in a new view. It doesn't seem possible now. Is that something that can be kept? Would like to have the option to fully open the email, by double clicking for example. On outlook, we can play around with the size of the email preview on the left hand side. Basically the screen on the new Hornbill is split roughly 50/50 between preview on the left, email on the right. Can an option be included to do the same as outlook where you drag the left part to be smaller so that the email content expands on the right hand side? Would have less need for the second option if that was the case. Thanks Greg
  7. Thanks Steve, that will be useful for us.
  8. Hi, Is there a simple way of changing the column names before running the report and setting that up so that it does it by default each time? So for example, at the moment, the report columns look like this: Is there a way to give them our own names like the below prior to running the report so that I don't have to manually change these each time? Thanks Greg
  9. Hi Victor, I have reverted back to the old view for now but I am guessing that this won't always be an option. However, there were quite a few problems with this new interface on ours. Emails were not showing in the correct order, they all looked the same (blue text as if they were unread, even from months ago). We spotted that there was a solid blue line at the side to indicate unread, like in the screenshot above in your post, but that was also showing for emails from 5 months ago which were definitely already read. I click on an email and then it still shows as unread. I then ticked the box, clicked mark as read and it just disappeared? When we click on an email, will it not open full screen like in Outlook either? This new interface does not seem to work correctly from what I can tell so any guidance would be appreciated. Thanks Greg
  10. Unlike the request list, the view that I set up when reading the mailbox changes each time I click on an email, deal with it, and then return back to the mailbox. This is frustrating feature but I have worked around this for months by clicking on the "Date Received" column, and then clicking on the "Status" column. It would then sort the emails by unread emails at the top and in Date Received order. This allows me to at least work through our unread emails in the correct order. In the past day it seems to have changed and now it will sort the emails by unread, but the order is all jumbled up. Is there a fix for this, or it may be that I am doing something simple wrong but I doubt it as it seems to have only just occurred? If you know of a better/easier way to sort the emails then that would be appreciated too as it is not ideal at the moment. Thanks Greg
  11. Ok thanks for the response James, appreciated.
  12. @James Ainsworth Thanks for your response James. We have been using these features and they have been beneficial mostly but I did raise this topic which was never answered: The problem we have with the way the snippet currently works is that it is all in blue text which is why I logged that other topic. Another issue we have found is that when we have owner name as a variable I am finding that on occasions, people within the team are forgetting to assign the ticket to themselves and then emails are being sent with the wrong person's name in the signature. It's making it a bit confusing when you see your name on the signature because you are the owner, but it wasn't you who sent the email. Is there any way of it recognising who you are logged in as rather than the owner of the ticket? Cheers Greg
  13. In Supportworks, we had the opportunity to preview a message before we sent it. We would tick a box that said "send email" and then it would bring up a box with your templates where you could select the specific one: This would then bring up the email you wanted to send: This was a good feature for us to have because not every single email we have wants to follow the standard template. Obviously the majority do but it is beneficial for us to be able to tweak certain things on occasions. Would this be possible to implement within Hornbill? Thanks Greg
  14. @Victor Sorry to keep tagging you. I have noticed a correlation between analyst and certain organisations and similar times which might be part of this. Would I be able to send you an excel file of the tickets that are showing as blank? May be best doing it on a private message?
  15. I am wondering if it is related to something having been done in the admin tool or in the Service/Request configuration whilst analysts are using service manager? I have been amending certain things whilst a colleague has been dealing with requests on occasions. However, this seems strange as the majority of these tickets with a blank in response time and fix time were logged and dealt with by a colleague in Australia and I am based in the UK so we wouldn't have been working at the same time. We have 22 requests that are showing with blanks on the report and 21 of them are external contacts who we recently would have set up a service for that organisation. The 1 other is for an internal member of staff who we would have added recently too, but I think we do that in the admin tool. Also, I don't think it could be related to having no BP associated to that service because we use the same BP for all external incoming emails and surely this would have occurred for other requests for that organisation. For example 3 of the 22 are from an organisation that had 212 requests in July. @Victor