Add ‘Priority’ and ‘Case Reason’ to the Outlook plugin when clicking 'Create Case' from the Outlook Plugin.
At the moment its not possible , and the user creates a ticket from an email received, but then needs to go into the portal to change a priority etc11 votes
Please can we have a link between the case subject and status similar to products and services and categories. When a case subject is selected, then only the statuses that are relevant to that type of case should available. Alternatively implementing something like the opportunity processes in customer service would also work, where the user can select a process for a case and work through the steps.9 votes
Is there a way to create an automated texting feature within Maximizer to follow up or remind clients about appointments.
This would be a great feature. Or would this be done using Zappier?
Thanks for the consideration.
Chris Marabella - Marabella Commercial Finance3 votes
It is currently possible to add an appointment when a Customer Service case is selected.
However, you can't view the Calendar directly when adding an appointment like this.
This would be useful, for example, when trying to schedule appointments for engineers. Another simple example is just trying to schedule something for your own day - you may want to view the Calendar to see how the day is shaping up in general.
This was a feature of Maximizer previously but was lost in the move to Web Access.
The suggestion is for this feature to be returned.4 votes
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I would like to see three options added to the notification email sending process.
1. Allow custom STATUS categories the option of sending a notification email, in addition to the current defaults of assign, resolved and escalate.
2. Any time a customer service case is saved, send notification emails.
3. If a customer service case is untouched for xx days, send a notification email with an additional header along the lines of, "As a reminder this case is currently in queue."3 votes
Allow the Solution Information field to be selectable in the Column Setup under Basic Fields for Customer Service
Allow the Solution Information field to be selectable in the Column Setup under Basic Fields for Customer Service3 votes
This is something a customer questioned me on and it is quite a good suggestion.
Would there be anyway that when creating Cases the automated email that is generated and sent to the customer could be an optional thing? I.e some kind of UDF flag Yes\No style thing?
There are some instances whereby a Case creation email is not required.
Notes printed from Customer Service cases should include the CS Case number field in the printout. Currently when printed, the CS notes and contact notes look the same. In the event you pass the printed note to an admin they may not realize that that the note relates to a CS Case. This results in wasted time.1 vote
Currently, the basic fields of Company, Product / Services, Categories, Subject and Description's available when logging a case via the Outlook app. We have a number of additional fields set as required and currently a user needs to log the case via Outlook and then additionally would have to log in via the web interface to complete the additional fields. The ideal would be to have these fields available when logging the service case so the additional log in to the web app is not required to fill in these fields.6 votes
The billing fields are not in any currency even though multi-currency is selected. For companies that have support rates by country, this is very important. This feature request is to enable multicurrency support for the CS module.5 votes
When sending emails from customer service save email to customer service documents only. At the moment it saves in both general documents and customer service documents1 vote
The behavior has been changed. Now emails are treated as interactions. When the email is sent from a case, it will be saved to the Address Book entry and displayed in Interactions tab in Address Book entry and in Case.
Whenever a note or email is added to a case in Customer Service, the 'Last Modified Date' doesn't change. Please can this change to reflect the last time anything is added to the case? This would allow easier tracking of case handling.13 votes
Create Customer Service Processes similar to Opportunity Processes in 2017. The ability to create various process for servicing various products/services would be a great feature. Also include the stage time gaps UDFs also to track the progress of the service cases.16 votes
Provide the ability to choose the resolution date when resolving a case. Default to current date but make the field editable.7 votes
As stated there is an All Cases, My Cases, and My Current Cases options, in Customer Service, but to get All Current Cases, you have to load all Cases and then filter it, which takes extra time. It would be GREAT if there was a one step option like there used to be.18 votes
Option to move an existing case to a different address record. Perhaps the "duplicate current case" could request the address record you wish the case to be duplicated against.22 votes
There are occasions when the same issue is reported by different customers. It would be useful to have a method to link related service cases so that it's easier to find and resolve all the individual cases.12 votes
Many of our customers would like to have the possibility to add a 3rd party contact/company to their customer service cases. Similiar to the way competitors and partners can be added to opportunities.12 votes
The tech I was working with was not able to access a license number for us. I do not understand how a company does not have access to it's own resources. In the end, I had to jump through loops and bounds to obtain the license info...3 votes
This forum is for product related suggestions. So, I will have to close this idea.
Anyway, I have forwarded the input to our customer service team.
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