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Hello everyone,
We were suggested to raise it here. It would be good to have a bit more visibility on the enhancement requests we request. At the moment, once the request is submitted that is the last thing we know - it doesn't have a ticket number, no update, when it is discussed with dev team, does it have a "position number" on the list of enhancement lists? It would be good to know when/if Dev team discuss it, what feedback/discussion is happening and most importantly decision and possible ETA if it is to be taken on. Thanks!
Hello,
I think this is a great idea. We also made some requests and we have no idea what is current status.
Would 100% support this. Its also a good way of seeing what request have been submitted from other organisations to ensure we aren’t duplicating requests.
We have also been asking for visibility on this. I have raised enhancement requests and have no idea what’s happened to them. These definitely need to be tracked like a ticket request.
Absolutely agree and we have also raised this as an issue and requested this level of transparency throughout the life of a ticket. They need to make some improvements to this customer support software.
When any issue raised on this software cannot be resolved by the support team, it should not be closed, but moved to whichever team takes the issue on.
- Enhancement Request
- Development Team
- Contract Team
- etc…
And the progress of the ticket should continue to be tracked no matter who it sits with until it is either resolved or everyone is in agreement that it should be closed. The customer should be able to see its progress throughout.
The last time I spoke to Ideagen about this, I was left with the impression that this was going to happen...
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