Kace 12 KB suggest email
The new auto suggest when placing a ticket in the portal is pretty nice. Has anyone looked into how one might send a list of KBs in email when a user places a ticket? I would think it might be possible with some sql magic? The reality is our users just flat our refuse to use the portal. I think from their perspective there is no benefit and it is easier/faster. Not to mention, the kace portal looks like it was written in 2014. It just doesnt live up to todays user experience expectation. But if we could just say reply back with:
Thanks for opening a ticket. A technician will be review your request and will respond back shortly. Meanwhile, have a look at these relative KBs which may solve your problem:
And then a list of links to KBs with a description of each one.
I really wish kace would update service desk. I dont see any update in vs 12 that warranted a full version increment. Its all back end stuff that really should have been there years ago. But hey, they finally added Azure blob storage for backups, and it actually works.
Answers (2)
Hi Barchgetta,
If you have not submitted product enhancements requests in the past, you can do it here.
So if we look at the way that KACE support used to use their own service desk, that may help you think this through. If you have your queue set so that any updates you add to your ticket sends an email to the customer, then in theory when you select a knowledge base article, or add it in to the ticket as a comment then the customer gets an email with the update, also known as the link to the selected KB article.
As for KACE updating the servicedesk, join the chorus!!
There is so much that could be done, my fear is that Product dev live in a bubble and their really "cool" ideas would probably not work for a real user.
Take the SLA's they configured back in version 7 or 8 as an example, every other Servicedesk product wants to put tickets on hold and stop the SLA clock...........
Comments:
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Thanks Hobbsy. I just want to say when you see me b!tch about Kace service desk its not because I think Kace just is terrible.. its because I see SO much possibility for the service desk product.. AND it is because of all of the time Ive put into customizing the product to meet our business needs. its just a real shame because they could just destroy the competition if theyd just put some effort into modernizing their product. It seems whomever is running development is just not in tune with the real world. Its like they think they are done and all they need to do is add azure blob backup?
Ok back to this.. What I was HOPING is someone else did this so I wouldnt have to :) but based on your logic, on ticket save, I could possibly Email the ticket after I did a search using keywords from the subject.. Id have to build some variables with the KB URL and Title and place them in the email. But to do this, Id need to shut off the new ticket created function the one that says, hey, we opened a ticket for you.. and let a rule do it with the KBs formulated in the email.. I think it could be done.. but for me, its gonna take many hours because while Im getting better at SQL I still am just an amateur.. but I can see it happening.
If anyone wants to work with me on this let me know.. several minds on it would make it happen faster.. this would really modernize Kace in my opinion.. Especially if you could device a way to let the end user close the ticket if the KB's solved it.
If this could be done, creating KB's would really have a pay off... we use them heavily now, mostly for techs actually.. but we do toss them in comments for sure.
Kace, are you listening? I wish I had the means to buy the SMA and hire 7 developers along with all the other resource Id need... sales, marketing etc.. however, I do not. The SLA is SO CLOSE.. just add time zone capability to it and a few other relative minor options. Sigh. - barchetta 2 years ago
