Ilient end user portal - What do you think?

 
Author
Message
SysAid Wiz
1768
 
This forum is a great idea.
But still the most lacking feature is sysaid's own end user support portal as all the options below have been disabled.
Just to be clear, I am not on about my own implementation of the end user portal, I am talking about sysaid's helpdesk end user portal.

* You cannot see any of the messages/replies between you and them (I was told in the past something about not wanting the users to see the internal messages between the sysaid support staff).
* they have taken away the add a note facility (I think this is because it did not notify them if you added a note - I think this is fixed now in the upcoming release).
* you cannot close a job yourself if you are happy that they have fixed it.
* You cannot even easily see just the jobs that do not have a status of closed, so you have to click on all the other filters or wade through the all filter.
So with all these features turned off, what is the point of sysaid providing the end user portal to their own customers?
I have to keep and refer back to every email sent and received to sysaid support because of this.
By the way I did put a SRQ #124469 about the filters 6 months ago but nothing has been done yet and pointed these other things out in SRQ #45005 (May 2007).

Am I alone in being frustrated about this? maybe this is not bugging enough people to warrant them fixing it.

over to others for discussion.
Elite SysAider
131
 
You are not alone, I've had many of these same questions about their site myself. I do get frustrated trying to review, or close tickets with Ilient and find their EUP lacking features that are in fact built in.

They must have good reasons to turn these features off, however I can't think of any!
Ed-
Buffalo NY
SysAid Wiz
2449
 
Hello SysAiders!

The end user portal side is an important tool for us to receive your service requests, and we are very glad to receive feedback on it, and always willing to hear and receive your inputs so we can provide you with the best service level.

Regarding your questions,

1 - I'm not sure why the messages tab is not added to the end user portal, i'll check this and promise to reply an official answer

2. There is no technical issue, now that the notifications to notes has been added, this is a part of our work flow which is based on emails.
SysAid offer many great features, but you can also choose which of the features to use in your workflow.
With previous tests with notes that we did, we found that using emails suit our support style better.

3. We do not allow users to close their requests since we would like to be up to date with every service request and make sure the user has received all the service he needs.

4. In the end user portal, you can use the "all active" status, to allow you all service requests which are not closed

I will be glad to hear and forward any feedback you may have.

This message was edited 1 time. Last update was at Jun. 12, 2008 07:44 AM

Pushing IT forward
SysAider
31
 
It would be nice to be able to design the end user portal in the same fashion as the administrator portal. Adding and deleting fields from the website would be much cleaner than modifying the HTML.
-Drew
SysAid Wiz
1768
 
Haim wrote:
4. In the end user portal, you can use the "all active" status, to allow you all service requests which are not closed



Sorry No it doesn't, it does not show anything that is of the status "pending bug resolution" or "pending feature request".
(Half of my outstanding service requests are of these statuses).

So I cannot even print a simple list of all my outstanding service requests as these do not show up except in the all list, which lists everything including closed jobs.

That is what i was trying to explain to you yesterday on the phone.
I hope you can get this resolved now.

This message was edited 1 time. Last update was at Jun. 11, 2008 01:55 PM

SysAider
11
 
What do I think of the end user portal? Well...

In general, in some ways it's too simple, and in other ways it's too complex.

Personally, I wish there were an easy way to "theme" the entire end-user portal. That's been one of the issues with our making the switch to the paid version. I like SysAid and what it's able to do, but other systems (like SpiceWorks, for example) just have a "clean" and "easy" feeling. (Though they do have other issues.)

Plus, I get lots of complaints about how convoluted the knowledge base is.
SysAid CEO
617
 
Dear Techguy,

We appreciate you expressing your honest opinion on our end user portal as it should address & answer your need when using our support services.
I accept your request to have the note functionally available on the website & to have statuses "pending bug resolution" or "pending feature request" visible on the website.
We will make the requested changes on our end user portal per your request shortly.
Please let me know if there is anything else you wish to discuss.
SysAid Wiz
915
 
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.

Couldn't careless about who close the job...
BUT
Why not implement the satisfaction form built in ? I use it in my site and it's a lot of fun, especially when you custom the respond.
*giggles*
SysAid CEO
617
 
I am very happy to let you know that we have added the requested statuses pending bug resolution & pending bug implementation, they are now visible on the end user portal.
Starting this week we have enable the satisfaction survey functionally.


SysAid Wiz
1768
 
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.

SysAid Wiz
1768
 
Sarah wrote:I am very happy to let you know that we have added the requested statuses pending bug resolution & pending bug implementation, they are now visible on the end user portal.
Starting this week we have enable the satisfaction survey functionally.


Thanks sarah, but that is not quite what I was looking for, I was after a filter that showed everything that does not have a status of closed, otherwise to print a complete list of everything that is still open I would have to open 4 different filters, new, active, pending bug resolution & pending bug implementation and print each one separately. Its nice to have the separate ones as well, But can we have one that is simply "Not closed".

Haim said yesterday that he would get back to us on why we can't view the messages and add notes, any update on this Sarah? especially as the add notes does now notify you via email if the user adds some notes.
SysAid Wiz
915
 
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.
*long pause*
That is assuming the support team are diligently recording what they do...
*turning to the support team*
You do right ?


SysAid Wiz
2449
 
techguy wrote:
Sarah wrote:I am very happy to let you know that we have added the requested statuses pending bug resolution & pending bug implementation, they are now visible on the end user portal.
Starting this week we have enable the satisfaction survey functionally.


Thanks sarah, but that is not quite what I was looking for, I was after a filter that showed everything that does not have a status of closed, otherwise to print a complete list of everything that is still open I would have to open 4 different filters, new, active, pending bug resolution & pending bug implementation and print each one separately. Its nice to have the separate ones as well, But can we have one that is simply "Not closed".

Haim said yesterday that he would get back to us on why we can't view the messages and add notes, any update on this Sarah? especially as the add notes does now notify you via email if the user adds some notes.


The notes will be added, possibly today (need to finish some work flow issues on our side first).
The messages will be added as soon as we will change it so you will see only the conversation between the support team and you, not sure when it will be implemented.

Regarding the "Not close" status, a status for this will be added.
Pushing IT forward
SysAid Wiz
1768
 
Haim wrote:Regarding the "Not closed" status, a status for this will be added.


Haim I know you are a busy man, are you going to add this today? Please ....
SysAider
2
 
Looks good to me