We are still setting up JSM Cloud for our company, while using it to support our internal customers (IT users). We're using a dashboard that looks pretty good to me, but I'm missing one thing: I'd like to show customer/reporter responses regarding my issues. Preferrably in a separate gadget.
I guess all responses are shown in the standard 'Company Activity' gadget. However, I would like to see an overview of only replies to notifications by our customers or my colleagues that pertain to (only) my issues.
I could not find an appropriate gadget to do this. The Activity Overview can supposedly be filtered to only me as a user, but I cannot get that to work. Maíra Storch had a good addition in another thread to eliminate entries from Automation and that helps, but I still see all activities.
So any help to just display my customers' replies in a widget would be greatly appreciated!
@Jan Jaap Wallien Welcome to the community.
There is not a great way to do this and see the activity. There will always be more than what you are looking for. I have seen individuals create filters that pull back the issues associated with them that have been updated recently but it does not show the comments or information that you are after.
OK, Thanks Brant.
Too bad tho, this would be a good feature, right now agnets miss comments sometimes. This is bad, especially when an issue is 'on hold' (e.g. 'Waiting for Customer').
Does anybody else feel there should be better notification to agents re. customer/reporter responses?
No, never thought to try that. Would something like this work?
Or did you mean something completely different?
I was thinking of just transitioning the issue into a status of something like customer responded. Then you could filter on this in a queue so they could quickly see which issues had a response. Once they read it they could move it to a different status.
@Brant SchroederThanks, I kind of got that, but designed my more complicated version, because changing the status doesn't seem like a good idea in many cases. Anyway, I'll give it a go.
However, I still think the agent should get better nofication that there's a response. E.g. similar to the forum here, where I see a number in a red circle to point out there's a reply to a point I raised.
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