Title: Bulk update Note Type “phone” to meet response SLA’s for Helpdesk/NOC agents
- What is your original issue/pain point you want to solve? Our Network Operation center (NOC) receives many tickets and as of now they have to get into each ticket and update the note with type phone to meet response SLA. We need an option to enable this note type phone in bulk update as well.
- Which are one or two concrete situations where this problem hurts the most? Although the NOC teams updates the notes in bulk it does not meeting the response SLA and this leads to penalty. So the bulk update for note type phone will definitely help.
- Why is it not solvable with the Zammad standard? The bulk update option doesn’t show the type of note. It only shows the normal note.
- What is your expectation/what do you want to achieve? We want to ease NOC teams load by providing bulk update of note type phone as to be more effective and save time.
If there is any more useful information, feel free to share it all (e.g.: mockup screenshots, if something is UI related, or the API URL/documentation URL for a service you need a connection to).
Your Zammad environment:
- Average concurrent agent count:
- Average tickets a day:
- What roles/people are involved:
Anything else which you think is useful to understand your use case:
Thank you and have fun.