Obelix wrote:techguy wrote:Obelix wrote:Wo.. wo.. wooo.... I totaly agree messages SHOULDN'T be in the user portal.
User go to the portal when they got problem... last thing they need is bunch of messages that he/she might not understand at all !
What SHOULD appear is the activities. So user know what have been done, when, by who and what's the last status.
I would disagree what I need is the history of what responses they have given me and what I said in reply, because sometimes it is months before a bug fix gets worked on, and I would have to go and find all the relevant emails to remember where we left it. But yes activities is important, so the user knows their request is being looked at.
Weird... always thought activities are the realization of what they talking through messages.
If the activities are stucked getting all your messages back won't help... you go directly asking "Anybody home ????"
Cause no matter what've been discussed the activity list is the reality.
That is assuming the support team are diligently recording what they do...
*turning to the support team*
You do right ?
Just to add my pennies worth we don't fill in activities at all the majority of cases are closed promptly. ok so not always but i can dream but what we do is send emails to user, support companies etc
There fore the most useful thing for us would be to see the messages sent, so what if the end user sees you have been having a conversation with a support company over an issue at least it proves support are working hard on their calls.
PS never raise a ticket from your sysaid to sysaids helpdesk i did crashed both our systems!!