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.

Benefits of adopting Google App Engine

developers image

Google App Engine (GAE) is a powerful platform to build both web and mobile apps. Its very scalable and takes google app engine imageaway the headache that comes along with a regular server. We have been using Google App Engine for everything from our internal applications to our flagship product Adjutas. We would like to share the reasons we went with Google App Engine so that it might be useful to you.

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Get feedback for resolved tickets

Getting requester feedback is very important to gauge the performance agent working on the ticket and the service desk as a whole. However amidst the pressure of resolving a ticket and all the effort that goes into it getting feedback after resolving the ticket becomes close to irrelevant.

To help you with this we have now launched an easy and efficient way to receive requestor feedback.

 

5

As an Admin, you can define the duration of when post resolving the ticket when you want the feedback email to be sent to the requestor. To provide the feedback the requestor does have to leave his inbox and this will ensure that the requestors can easily provide feedback for the overall experience.

 

6

 

Rollout pace:

Immediate full rollout

Impact:

All end users (Admins only)

Action:

Change management suggested/FYI