Feature Suggestion

As a user, it will be very helpful to get a notification of cusotmer feedback(from email feddback footer) Currently the feedback is capturing on ticket as and when client gives feedback but not getting any notifications These might help us to know how client is feeling on the ongoing things as well and can correct it immedaitely too

As a user, we would want to update some values of contacts which we have created in past - like updating last name, company name or even extension properties - currently only option is to manually update it and inidividualy contacts too Also noticed that though the extension property data is bein allowed to be added into work manager dashboard the data inside that column is blank though the data exisits on contacts

Currently, Enate accepts any inputted email address without validation, and there is no indication to the agent about incorrect or invalid email addresses, unless there’s a bounce-back, the team may not realize this mistakes. To address this, we would like to check the feasibility of linking organization contact directory with Enate contact section. This would allow agents drafting emails to view valid email addresses, the status of contacts, and use auto-fill functionality more effectively, preventing the creation of incorrect contacts. Additionally, want to check on the possibility of moving the current non-organizational email address validation pop-up message from the bottom of the email editor to either the top or just below the subject line so it's more noticeable.

Ops records factors like Exceptions, Cancellation Reasons, Issues, etc for which Implementation team suggests to use Defects. "Defects" as a term is not always welcomed by ops and they don't use it frequently. Adding Defects for Localisation will help in customising the name they want to see without code customisation for each client.

Would like to have Resolved date and Resolved by available in Advanced Search and Front manager columns. "End date" seems to only imply Closed or Cancelled

As a Manager, we will need to know who closed the defect and what time, so suggest these fields be added for us to report it

Enate should allow an admin user to delete data based on the following scenarios: Age-based deletion – For example, delete all work-item–related data after 7 years. GDPR erasure requests – Delete all closed work items and related information for a person who requests removal of their data from the system in accordance with GDPR data subject erasure requests. Specific work items – Allow an admin to select and delete specific work items, to handle cases where items were created by mistake (e.g., when an incorrect email is received that contains sensitive data).

Currently, there is no link between a work item created from an email sent to a closed work item and the closed item. This means that when a user sends in another email to the closed work item, instead of attaching to an existing work item that was created from an email sent to a closed work, it will create a brand new work item. Example: Email 1 creates Ticket 1. Ticket 1 gets closed. User uses email 1 to send email 2 to the same address. Because Ticket 1 is closed, email 2 will create Ticket 2. User uses email 2 to send email 3 to the same address. Instead of attaching to Ticket 2, email 3 will create Ticket 3.

Enhancements to the Team View standard report improve visibility into team performance with more granular metrics, clearer breakdowns, and better usability. These updates enable faster insights into workload distribution, productivity, and SLA adherence, helping managers make more informed decisions and take timely actions

Assignment: When categorising Tickets the system allows a user to select “Keep with Me” and the Packet will be recategorised and stay with that user. It would be great to have similar functionality where a user can recategorise a ticket and select another user at the same time so that its assigned automatically at the same time. Currently you have to do the recategorisation and assignment separately.