Feature Suggestion

Hi Team, By default, the automated ticket closure response email is being sent for tickets that are in “Waiting for More Information” status once the time limit is reached. While this behavior is expected, we do not want the system to send an auto-closure email in such cases. Currently, disabling automated emails stops all automated messages, which is not desired. We request the implementation of a feature that allows enabling or disabling specific ticket response templates, so we can choose whether a particular automated message should be sent or not. Kindly let us know if you need any additional information.

1.) Enable users to bulk categorise from the main dashboard inbox views where you can currently reassign or unassign multiple tickets at once a. To then subsequently resolve & add a note if required b. Or the ability to bulk reject or bulk reject as spam & add a note if required It might be a good idea to have this as a user access setting in builder user management, as some teams may only want team leaders/super users doing this. Use cases: 1.) For dealing teams, they may receive 200 to 400 end of month statements individually at the same time. It is very time consuming to categorise all tickets and resolve if they were just for information purposes for example 2.) If you get spammed or you end up with 1000s of tickets due to a ping pong match with auto responses… it would be handy for users to be able to bulk reject instead of the developers/BAs having to find/terminate the tickets in the Monitor

User changed the category and un assign the ticket from himself/herself after that new information received then that ticket automatically assigned to the user changed the category. Expected behavior : Ticket should not be assigned to any user only new information icon should be updated.

When a communication is shared between 2 linked packets and we understand that this was wrongly linked and shared. We have an option to unlink the packet - however missing the option to unlink the shared comms. Which can lead into data breach or confussions to users working on it

As a user, when I would want to reply back to an action which had created a linked ticket to other team on email come back to my latest open action or case - rather than giving an error that you cant reply as the action is already closed. This doesnt work the same way as it works on a normal incoming email on a closed action. Hence the ask is to have the Internal Comms and External Comms work identical.

Enate is used by leadership users and users from other business functions such as Sales and Finance who have limited access to certain Service Lines or Customers. Need a mechanism to share custom reports with such users based on their access (controlled by user groups)

Send later option for emails - not working

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We would like to send email to many employees at a time with a specified attachments.

Currently Onboarding team is closing the tickets for each activity. For e.g.., 1 ticket for email ID creation, 1 ticket for asset allocation, etc.. Should we have a bulk ticket resolutions for triggers from ERP.