further to this discussion...

I also found that if the action doesn’t change the job status then the email manager will ‘fail’ that particular message. This works well enough for now as we can manage those on a case by case.


The other issue I came across was where the Service Desk was CC’d in on a message so every time someone did a reply to all, it tried to log a new job. I’ve filtered out the word RE: to stop it for now. I wonder if being able to filter based on what’s in the To: and Cc: fields may be beneficial in addition to the current filter options

 

Regarding the first point, yes, you're right.  If the template action doesn't specify a job status, the action will be added to the job, but the job status remain unchanged.  The exception is with a closed job which will fail the update.

Regarding the CC issue, perhaps we need a "Ignore email send to support via a CC or BCC" checkbox on the Email Manager profile?

Interesting topic, you almost have to let HMP reopen the job becuase someone might say "Thanks, but now I wan't something else", which might be a new job, so maybe you'd close the original and create a new one, etc etc. So you can't use exclude emails containing thanks, thank you, etc.

How about a nifty system tag 'Thanks' that you can insert in an e-mail template.. This creates something people can click (hyperlink, button?) and it will create a 'Thankyou note' in a new area of HMP, called the "Satisfaction Centre". This might have reporting around it so helpdesk managers can use it to rate service.

Additionally there might be an out-of-the box about rating service with buttons (eg below) with a space for comments. This would be added to e-mail templates, or on the web module. Responses would be tallied in the satisfaction centre in summary with links to the jobs created, there would be reports giving averages of service by staff/department/job type/etc.

o satisfied
o dissapointed
o very dissapointed
o not interested

 

Hi Peter,

I like this idea a lot. I agree that there needs to be a way to handle the "Thanks for your help" email reply without re-opening a closed job. Providing a hyperlink to an on-line survey regarding that particular job is a good idea. We'll look into it.

The "Satisfaction Centre" - sounds like something Mick Jagger sang about once ;-)

Best regards,

Rod

Further to this: we get this happen often enough to be annoying. Not the Thanks but the closed job reopening when Client has more to add, or continuing problems. The problem I have is that the job will reopen in the queue of the person that closed it. Can I make it reopen in the Unassigned helpdesk queue instead? If it reopens in the assignee's queue they may be away or off shift or what-have-you.