Client Account Notices and Alerts
We propose adding a feature that allows administrators to place a "notice" or alert on a client's account. When a support technician selects this account to create a new ticket, the notice should automatically pop up to notify them of any important information.
Use Cases:
1) Past Due Accounts: If an account is past due and has a service suspension, the system should alert the technician to avoid providing service until the account is resolved.
2) Service Outages: Notifying technicians about ongoing service outages affecting the client to manage expectations and inform the client accordingly.
3) Special Client Requests: Displaying specific requests or instructions from the client that the support staff needs to be aware of during service interactions.
Benefits:
1) Prevent Unauthorized Service: Ensures that technicians are aware of any service suspensions or account issues before providing support.
2) Improved Communication: Keeps the support team informed about critical client-specific information, improving the overall service quality.
3) Efficiency: Reduces the likelihood of errors and ensures that technicians have all necessary information at the point of service.
Jarrett Freeman
shared this idea
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Désirée Mellen-Bard
commented
I would really LOVE this feature. We have a couple clients who are on service hold now and not everyone remembers that they are and that we shouldn't be opening tickets. It would be great for there to be a pop up window whenever a ticket for that client is opened, as well as when you select the client or contact when trying to create the ticket.
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Stephanie Vinken
commented
Would love to add an alert or pop-up in a customer profile so when our techs try and create a ticket or perform work for a client, they are aware that the client is on service hold.