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About gregmarcroftorc

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  1. Thanks for this too @trevorharris, appreciated. Greg
  2. Thanks @trevorharris. Looks like it was the / I had in the title (name) that was causing the issue. Seems odd that it allowed me to save it as that originally though but I have renamed and it is working now. *Also FYI on my original post, I mistakenly typed 'upload' instead of update. This was an existing file that I was trying to edit, which is why I was unsure why it allowed me to save it as that originally. Greg
  3. I am wanting to upload a current document but I am getting an error message. Please can you explain why and how to rectify it? I want to add this bit of text: But each time I try and add text I get this error. Thanks Greg
  4. This has also caused us problems. Only the person who created the document can delete it as Tonyo pointed out. Is this due to be changed? Thanks Greg
  5. @Chaz Thanks, that would be much appreciated. Greg
  6. Hi @Daniel Dekel, I am not sure I understand your response unfortunately. Maybe I didn't explain the point properly myself. Me and the rest of my team are finding that this new change to marking emails as read is not ideal for us. Previously we would select the option 'open in full view' and this would bring up the email full screen. In my opinion (and previously this was the case on Hornbill) this should then mark the email as read, because we have fully opened the email. I believe this is similar to Outlook where you double click on an email to open fully, and that should mark it as read. We now have the situation where we could open in full view, log a ticket, but not have remembered to 'Mark as Read'. We then find that upon returning to the Inbox we notice that the email is marked as unread. This means that a colleague could then also click on that email (not knowing that I had logged a ticket/be logging a ticket in that time), and then log a ticket for the same email. This new step requires us to have to remember to mark as read each time we now open an email and this was not previously the case. This is not ideal because a) it has only recently changed so is not embedded in our heads as it wasn't previously required, and in the event that we do forget in a busy period, we could then have duplicate tickets logged for the same issue by different analysts on our team. Is there no way for us to change that option or could it be reconsidered? Thanks Greg
  7. Hi, Is there any way to revert back to the previous way where once you open an email in full view it marks the email as read? I personally don't think this change helps us (and neither do the other analysts here) because we have multiple people working in the Inbox at the same time and once you open in full view you expect that to mark the email as read. You can have the situation where 2 of you open the email at the same time and do not know the other person is looking at it. Is there a way to turn this feature off or change the setting? Thanks Greg ORC International
  8. Hi @James Ainsworth, I work on Adrian's team at ORC International and we were wondering if there was an update on this? Thanks Greg ORC International
  9. Hi @James Ainsworth Yes, appears to be better now thanks. Greg
  10. OK @Lyonel, thanks for the response.
  11. @Bob Dickinson OK thanks Bob. Do you know if there is a field that we can pull through to the reporting that has the date and time of the incoming email instead?
  12. Hi, Is there another way of sorting the order that the FAQ's are displayed? I know at the moment this can be done by likes, but I would prefer if we had control ourselves if possible. Also, would there be any possibility of categories being added here. So for example, as you can see above, I could group those ones in to 'Accesspoint' and then other FAQ's in to other categories as this would be useful and would help our internal staff find answers quicker. Thanks Greg
  13. Hi, On our self service portal for internal staff, we have some FAQ's once they click on the text that says 'Customercare'. However, I would like to make use of the blank space next to that icon (I have indicated with the red cross). Is there a way I could add text there explaining where to locate the FAQ's before they log a request? I had a look in Services within the actual service where we add FAQ's but not sure if the above is possible. Thanks Greg
  14. @Victor @Bob Dickinson Hi both, do you know if anything is due to change with the timers?
  15. Hi @Victor, Are you able to find out from your dev team if there is an estimated date for when this will be available as this was how timers were set up in Supportworks and in my opinion is the only true accurate way of calculating a response/fix time? If we receive an email on 14th March at 1pm and log it the next day (15th) at 1pm. We have taken 24 hours to respond (or in our case where our timers only run 9-5, 8 working hours) and therefore for us to claim that we have a 100% response time in instances like this is not correct. The same goes for us with the fix/resolve times where the % of those tickets is also a lot higher due to the calculation being done from when we log the ticket rather than when the email came in. It would be better for us if the ticket could record the times based on when the email has come to us so if this feature could be included by your dev team then that would be a big advantage for us. Thanks Greg