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
It would be ideal if Customer Service cases could be imported into Maximizer using a File Import Process such as .csv, .xls, tab-delimited, etc., where the Customer Service case would be added to an existing entry controlled by the Address Book IDentification or added as a new Individual to the Address Book controlled by the IDentification. It would be similar to importing Opportunities.1 vote
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 Finance1 vote
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
Case Follow-up Deadline email reminder16 votes
In Cutomer Service when we make a window we would like to "Minmize" it simalar to Solution Information.3 votes
Add a Quick button to the Customer service area of the Address book to enable a Note to be added to a selected case with out entering it.
Currently with a Company selected in the Address book, when selecting a case from the Customer Services tab and then clicking Add Note it gets added to the Company. Would it be possible, If selected or ticked that a quick button could be added next to the current buttons for Resolve, Sign & Escalate to add a note to that case.12 votes
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.7 votes
It would be useful if it was possible to remove the billing fields in a customer service case as a lot of customers who do use the module, have no need to enter billing information and makes the screen look overly complicated.15 votes
Sometimes you need to resolve multiple cases at the same time. The current global edit does not allow you to update the "Resolved by" or "Solution Notes". It would be ideal if the Global edit dialog included the fields to correctly close multiple cases.62 votes
An updated Global Edit was introduced for the Address Book, giving more control and a more intuitive interface. We have been collecting feedback to improve that and then extend it to Opportunities and Service Cases.
Cases used to open in a pop up window, this no longer happens. There are many times when you are on a call to a customer and they refer to another case/call. You cant just look at these, but have to make the customer wait while you close the case you are dealing with, switch screens and open.
Making the customer wait while having to wait for screens to refresh and finding past cases/conversations is a great concern6 votes
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