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'Admins (Product Champions) should be able to track open cases for their Portfolio' has been merged into this idea

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Support cases overview

When sending Support Cases, we can not see what was already sent, even when receiving a reply we can not see our originally asked question.
It would be good to have an overview of all Support Cases in the company in one place. This makes communication easier and we can always refresh our knowledge by going through tickets instead of asking again and to have One raised case as a one thread.

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Bojana Karalic shared this idea  ·   ·  Report…  ·  Admin →
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  • Martijn Coolen | Slowtravelling commented  ·   ·  Report

    I Agree completely. also when communicating with support, the casenr is nowhere to be seen (not in the subjectline or content) it is replaced by a "thread" which has no correlation to the case nr provided.
    very confusing with many open cases divided over multiple properties

  • Matti Miettinen commented  ·   ·  Report

    It would benefit properties & esp. property administrators to see all the cases logged for their property. This way the entire staff can directly contact the support without having to report each issue to the property administrator or have the cases reported first to the property administrator who then contacts the support. This also enhances issue tracking for the property during holidays and other times of absence from work.

  • Danny Korthout commented  ·   ·  Report

    As IT-Support member of our company, we would like an overview of all reported cases and their status. This way we stay in control of what is reported, we can contact users if they report things that are company related and not mews related etc.

  • Max Witzmann commented  ·   ·  Report

    Also it would be fine that mews support closses the support case not to fast. You need mostly a few days to answer. between the question and the answer i forget all the details of the support cases and then it needs some time to get done the work after the answer.

  • Jeki Kasanga commented  ·   ·  Report

    For bigger properties (chains) there should be a way for Admins or Product Champions to be able to keep track of their open Support Cases. This will be useful for admins who are managing large portfolios and need to have visibility over open Support Cases.

  • Sam commented  ·   ·  Report

    Yes! This is a huge frustration that happens all the time, especially if a ticket has been open for several months and you need to search for your original email to get the examples again.

  • George commented  ·   ·  Report

    It is a real shame, that in your support email replies you cannot include at the bottom the initial requests which shows a detailed explanation of the issue submitted.
    So one has to always dig back to find out what one originally said in a previous email. With several tickets open this can get really confusing.
    I would highly recommend you change your system, so the full history of conversations is always on ONE ticket, including the original request.

  • Diana Roy commented  ·   ·  Report

    If one got more then 3 converstaions ongoign in help center with you Mews guys it is really difficult to find the topic one would further communicate in. Something like a title or such would be very helpful.