Name of Feature/Request: Limit task types in customer portal
What financial, time savings, or quality of life improvements will occur with this: Customers can receive help more quickly on items they send in
Attempted solutions so far: N/A
Digging deep - Any additional Why behind this request / How was this accomplished before Striven:
On the software support team, we consistently get tasks incorrectly routed to our team as a “Software Helpdesk” task type. Usually these customers are trying to get help from a different team. We of course reroute these as soon as we see them, but there have been times where an item is sent in on the weekend or after hours and the customer is waiting for help.
My proposal is to use the “Services Used” on a customers page to limit the task types they have access to on the customer portal. For example, this customer only has IT MAP services;
But they have Marketing and Software task types available for them to submit;
If a customer does need help from one of the teams they do not have a current service with, it could then be routed to that team internally. However, those instances are less common then being set as the wrong task type.