Hi Guys,
This is my first post and have been using the software only a few months now. I've been reading on the forum far back as July 2007 that people have been requesting email reply notification. We have started using the incident tracking facility but i must say its very hard to know when a customer has emailed back to your reply.
We have turned notification on for change request, but that means that everyone gets notified for any little change to an incident. Is there a way of alerting via email or by a flag on the grid that there is a new email waiting to be read? I thought a good idea would be to highlight the whole row if there is pending emails that needed to be read or just a simple mail icon or bold the row like in outlook.
When our support staff are getting lots of indicent requests its very hard for them to know what has been updated. When receiving lots of notifications of any change the amount of emails start stacking up and they tend to start ignoring the notifications.
Is there a solution for this?
Thanks
Michael Craig