pop up notifications
At this time, the notifications section is highly dependent on emails only. The only form of communication when setting up a notification is for it to send an email when the criteria of the notification is met. There should be the option to setup cosmetic notifications to display or pop up in the appliance as well without the need for an email. For example, here's a list of suggested pop up notifications an IT Admin could configure as having enabled/disabled that would improve the flow of the service desk functionality especially if it is used heavily:
- update sent/update received
- Ticket already assigned to <other tech ID> (to avoid multiple people grabbing same ticket>
- <ticket ID> updated (so you don't have to have your email opened all the time to see an update)
- Status changed
- Critical level increased/decreased on ticket <#>
and any other ideas other people may have that should be on the list.
Tom O'Neal commented
This is the biggest feature I miss from using other ticketing systems. It seems crazy that I can look at a queue and not get any notifications unless I go through my email.
It can even be expanded now that browsers are able to display desktop notifications from sites.