More control on user access with Separate access for Call and Activities and the option to flag a login as Mobile only access.
The Login:News field can now be renamed to “CC” with the entered email address receiving copies of any mail sent to that Login.
Simple Multi Department mode for Logins
Provides a simple way to allow nominated logins to be Support in One folder and WebGuests in all others. With SupportDesk use being expanded to departments other than IT, the requirement to have logins act as Support in one folder and WebGuest in others is now easier to implement and ensures consistent behaviour.
This feature requires House-On-The-Hill activation.
New E-Mail triggers and features
New Automatic triggers to improve visibility of call updates and progress.
“On New Customer Note to Assignee or Group”
“On New Note to Activity Scheduler”
“Off Stop the Clock to Assignee”
New data dictionary field 'call: assignee manager e-mail' which gets populated with the email address of the assignee's manager for use in email templates, in particular escalation emails
Optional To: field on User Defined Email Templates
Out of Hours recording and email
SupportDesk can now automatically record tickets logged “out of hours” with all the usual reporting expected and clear indication on the ticket.
A user defined mail can also be added with a dedicated recipient and which will be automatically sent each time an “out of hours” ticket is logged.
It’s a good idea to archive old records on a regular basis to keep SupportDesk performant.
You can now setup up a routine to archive records daily.
Simply set the rules at Company level and then use the Work Flow Engine to do the deed!
Archived records are not deleted, they are transferred to an archive folder so can be retrieved.
Renaming of Attachments on a Ticket
Attachments can now be renamed as they are attached, or existing attachments can be renamed.
Match incoming emails to a QuickCall
SupportDesk already generates a ticket from an incoming email where it matches the subject of an email template. But now, in addition, if the body of the email template contains the variable to link it with a QuickCall; the field entries on the QuickCall are used to populate the new ticket, in the same manner as when using manual QuickCalls.
Microsoft Azure Active Directory (AD) Connector.
SupportDesk 2020 can load users from Microsoft Azure AD rather than an on-site Active Directory enabling complete cloud-based single sign-on.
Email Field Updates
Customisable email templates to alert selected parties of field changes.