Feature Suggestion

As a user, I have converted a ticket to a case and working on an action. there is a email either on a ticket or case, i can see it on open action but cant get an I sysmbol highlighted on action. Can we please see if we can enable this to the latest open action to get this information too - as I will be working on an action and not an owner of case and ticket too So I can easily miss the information highlight

Hi Team, Once we split the tickets it shows the created on date for the parent ticket in spli tickets and same is showing in reports also for split tickets. For split tickets created on date should be when these are splitted.

Would be good if when a excel and word doc is in the files we can go into it and keep updating and it auto saves

For our company sometimes when we are needing to do a defect on a case we need to pout a long explanation in the comments box currently we can only add a couple lines which is sufficient enough for what is required for us.

Currently, for certain communications, our team needs to send emails to multiple recipients or distribution lists. However, the email templates do not support pre-populated recipient lists, meaning users have to first open Outlook, copy the required distribution list or email addresses, and then manually paste them into Enate. This creates an unnecessary manual process, slows down case handling, and increases the risk of recipients being missed due to human error. It would be beneficial if email templates could support predefined recipients, distribution lists, or configurable recipient groups that automatically populate when the template is selected. This would allow users to work entirely within Enate in the same way they would in Outlook, without needing to switch between systems. The enhancement would improve efficiency, reduce administrative effort, minimise the risk of errors, and provide a more streamlined user experience for teams regularly sending emails to the same groups of stakeholders.

If an action is no longer required, users should have the ability to resolve or close it without having to complete every checklist item within the action first. At present, even when it is clear that a check is not required, users are forced to work through and manually complete or update each checklist item before the action can be resolved. This creates unnecessary administration and increases the time taken to process cases. It would be beneficial to introduce either: A "Resolve Action" option that allows actions to be closed where no further work is required, without needing to complete all checklist items; or More intelligent checklist functionality, where selecting an option such as "Checks Not Required" automatically marks the remaining related checklist items as complete and closes the action where appropriate. This would reduce manual effort, improve processing efficiency, and ensure caseworkers can focus on progressing genuine work rather than completing administrative system tasks that add no value.

At the moment you have to scroll through loads of emails in the comms section it would be good to have a search function so you can find the emails quicker, also the yellow blobs that tell you and email has been attached to the case / action it only gives you 1 blob but there could of been 4 emails that have come in and they can be missed as we have no way of knowing its more than 1 email. need a function to show how many emails have come in.

As a Work Manager user, I want to see the last email sender’s name and email address in separate columns on work item grid, and I want them populated on Action launched from a converted Ticket, so that I know who last contacted us without opening the work item. An email is associated with exactly one work item in the database. When Ticket T1 is converted to Case C1 and Action A1 launches, the original email stays associated with T1. T1 goes away from the user’s Home grid (Inbox and Team Work Inbox) and A1 appears in its place, but the row for A1 on work item grid shows a blank Last Email Sender, even though the email is visible on A1 as a linked item. It stays blank until a new email is associated directly with A1. The value comes only from emails associated directly with that work item. Changes needed: Two new grid columns are available: Last Email Sender Name and Last Email Sender Email. If a work item has no directly associated email, both columns should fall back to the last email sender from the Ticket/ Case it was converted from, which is part of the same packet group. Once an email is associated directly with A1, A1’s own last email sender takes over.

Not changing the status to "In Progress" from "To-Do" or getting unassigned of the ticket automatically when saving categories.

As a user, I would like to be able to use @mentions like I do in Outlook so that I can get someone's attention in the note section and the email section.