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AXL - Workfront Support Ticketing system improvements

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Level 6

06-09-2022

Description - I'm missing following functionalities that were previously available in WF One:

  • I cannot re-assign ticket to my peer admins (e.g. when I plan longer leave)
  • I cannot tag other users in support communication thread
  • I cannot sort my ticket by "last update"
  • Escalate case, seems to be always greyed out for me, so I'm unsure when will I be able to use it
  • I cannot see details of my ticket submission. With multiple tickets constantly in the queue, I don't always remember all details relevant for the case, and lack of preview of my original submission forces me to keep track of this.

Why is this feature important to you - I want to manage my support tickets more efficiently

How would you like the feature to work - apply all above mentioned missing pieces.

Current Behaviour - see above

3 Comments