List Instant Messages in Tickets
Idea shared by Rena Bennett-Dellwo - April 4 at 9:09 AM
Declined
It's great that SmarterTrack lets us create an Instant Message (IM) from within a ticket. The IM has a link back to the ticket, which is helpful. However, there's no indication in the ticket that an IM was created for it. So, you lose the continuity of the conversation based on the IM. Please add the IMs associated with a ticket to the ticket itself as Related Item or in the Comments. 

(We've been transferring tickets internally to get assistance with tickets, but IMs would be better because then ownership of a ticket wouldn't be lost.)

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Andrew Barker Replied
Employee Post
Requesting assistance for a specific ticket does not create an IM that is unique to that ticket. Rather, it creates an IM between the two agents - the one asking for assistance, and the one being asked for assistance. If an IM already exists between the two agents, then that is used instead of creating a new IM. Not only does this mean that those agents are the only people who will be able to see the IM, but it also means that IMs cannot be linked to specific tickets.

Andrew Barker
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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Thanks, Andrew. Why, then, does the IM have the ticket number in it as a link back to the ticket?
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Andrew Barker Replied
Employee Post
Rena,

The ticket number is added to the IM with a link so that the receiving agent has a quick way to get to the ticket that help is being requested for. That way, they will have a chance to review the ticket before providing any suggestions or help.

Andrew Barker
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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