Agents: Support Process Ideas and Requests
This thread is for ideas about how we could improve our process internally. Freshdesk suggestions, integration hopes and dreams, frustrations with any part of the filing process, all of that stuff can go in here.
Whatever suggestion you have, even half thoughts are welcome, we'll discuss until we have something more concrete.
For suggestions about Vanilla itself, use this thread: https://staff.vanillaforums.com/discussion/1066/agents-ui-questions-suggestions-improvements#latest
Comments
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1) I would like there to be an easier way to determine what release a client is on. Currently it's a hassle of hunting down release notes/schedule, checking dev-deploys in Slack and checking the cluster event log and then maybe I can guess what release they're on.
2) Currently, we can send test emails to ourselves. I would love a way send specific email notifications from a site to myself. This would make it much easier to test email locales once they're set. Right now, if I wanted to test a Welcome Email, the only way to do that would be to continuously make new users and checking the email when it came in as I make changes.
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Logging.
A common ticket is 'SoAndSo client's site did this in it's settings. They'd like to know when and how it happened.' It would be great if Support Agents had access to some kind of logging system so these type of tickets weren't immediate escalations.
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