Toggle email alert on & off to specific agents in queue

 

email toggle on and off for agents

 

Getting email notifications from your service desk might be cumbersome at times and there might be certain users in your team or organisation who might prefer not to receive any emails.

Admins in the past had only account wide option to to enable and disable emails. But now Admins can enable or disable emails for certain users on queue level.

Rollout pace:

Immediate full rollout

Impact:

All end users (Admin)

Action:

Change management suggested/FYI

Custom Email Content

custom email template

We have at last implemented on of the most requested feature – Custom Email Content. You can now modify the content of the email notifications that are sent for the following activities.

  • Emails to Agents
    • New ticket created
    • Comment added to ticket
    • Note added to ticket
    • Create ticket from email
  • Email to Requesters
    • Ticket Taken
    • Ticket Status Updated
    • New Ticket Created
    • Comment added to ticket
    • Create ticket from email

You can also use operators to add comments, ticket ID and other ticket related data in the email. You can also add the following operators in the email body.

  • [[ticket_id]]
  • [[ticketSubject]]
  • [[ticketDescription]]
  • [[new_comment]]

Rollout pace:

Immediate full rollout

Impact:

All end users (Admin)

Action:

Change management suggested/FYI

If you have any questions please do send us an email at support@adjutas.com.

New Dashboard for Asset Management – Adjutas Feature Update

asset default dashboard type

 

We have been listening to our user feedback and the result of that is a new dashboard type called “Asset Default”. This new dashboard type is built with our customers who use Adjutas for asset management and were bogged down by the default service desk dashboard.

This feature has been rolled out and is available to all our users.

asset default dashboard type

 

As a user, you can now get into your profile section and choose the asset default dashboard.

Asset Default dashboard provides snapshots about your entire service management.

Rollout pace:

Immediate full rollout

Impact:

All end users

Action: Change management suggested/FYI

 

Running a simple service desk with Google Sheets

service desk

 

My first stint with building a service desk happened in 2012 when I was working with one of my clients. While I was working with them for a G Suite deployment (back then it was called Google Apps), I noticed and it was very clear, they were struggling to keep up with the huge number of tickets coming in. Inspite of 4 people being on board the IT team was clearly overwhelmed with the huge number of support calls coming inside.

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Google Apps Script – A Hidden Gem

google apps script image

Google Apps Script is a hidden gem within G Suite and is often ignored by organisations as they lack the expertise to learn and build scripts to automate workflows with google apps script. It has evolved over the years and can now be used to create simple workflows like a helpdesk software to deleting emails from

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