7 Replies Latest reply: Dec 3, 2013 12:26 PM by Ethan Williams RSS

Status changes in incident list

christian.kamp@questback.com

Hi fellow Remedyforce users,

 

we are about to introduce Remedyforce next week and it really is a good system. One thing though came up during our set-up phase and I am curious how other users are working with Remedyforce.

 

If the status of a ticket changes - eg the customer has answered via email or changed the ticket in the self-service portal - you cannot see the status change in the incident list. I know that Remedyforce sends an email to the corresponding help desk agent with a message that something has happened to the ticket he / she is working on, but this is a complete system-break in my opinion. Imagine you have 50 or more tickets and you have to check Outlook every 5 minutes to see if the customer has answered.

 

How do you guys go about this?

 

Thanks

 

Christian