Hello, we are currently using Service Desk and find that the customer view does not give them any idea of where they are in queue, or expectations around when the issue might be complete.
Is there anyway to show them what the cardinal order is for them in the queue? For example, "your issue is #15 of 20" or "your issue will be picked up next".
My favorite experience in certain toll free phone call environments is when it will tell you "Your call will be picked up soon. You are third in line." I am picturing something similar - to add visibility and clarity for the customer.
Please note that right now, they are able to view all issues in the queue, as they are all in one organization and we set it up so all issues are set to that organization by default. However, the "Requests" page does not show that information in a way that is useful to them.
My ultimate goal is to find a way to set better expectations with the client regarding when they can expect their issue to be picked up.
