HelpSpot 1.5 is great! It addresses almost of all of the things that were problems for us!
One question - now there is a nice way to add columns to a view, can we have more choices for columns?
- Last update date (a real date, not a time since the request started)
- Last public update date (ditto)
- Time since last update (we try to look at every incident every day)
- Time since last public update (we try to keep customers informed of what’s going on at least once a week for extended incidents, hardware repairs for instance)
I’m sure other people will have more suggestions!
Also, after a while it seems that the public part of incidents becomes inaccessible - can we turn this off? It’s really useful to be able to point a customer back to the public history for a string of incidents months or years later (we’ve used this quite often when people complain, it allows you to clarify what happened and what was said).