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Timestamp for Ticket Detail Additional Data

we currently show dates for Date Created and Date Resolved under the MTTH and MTTR KPIs, it would be helpful if we presented the timestamps too (e.g. from 2024-12-18 to 2024-12-18 12:34 for both fields).
about 2 months ago in  0 Under Review

Improving Notifications for Open Ticket Assignments to Client Representatives

Implementing an automatic email notification system in Clarity for Client Representatives whenever an Open Ticket is assigned to them would significantly enhance efficiency. This feature would eliminate the need for internal manual notifications, ...
8 months ago in  1 Planned

Dark mode for Clarity

The old version used to have dark mode. It would be nice to have that option for those with sensitive eyes.
10 months ago in  1 Future consideration

Enhance Clarity Search Functionality

The current search functionality is limited to specific fields (ID, Summary, Cause, and Resolution at the moment, I think) so I can't easily find tickets based on information contained in other fields, such as Description, Entities, Notes, Assessm...
4 months ago in  0 Under Review

Service Request form improvements

The 1 box service request form is too basic at point of initial creation and when updating post creation. The ability to add titles, format text, add additional boxes / options, upload attachments, images would be welcomed.
7 months ago in  1 Planned

email generated incident/ service request tickets

We would like to be able to generate tickets when an email is submitted; idea of flow: email is sent to a QC mailbox ticket is generated in Clarity (service request, incident) email response noting ticket reference
4 months ago in  0 Future consideration

Collapsible menu's

It would be greatly help if we can have a button to collapse/hide the side menu on clarity. this would give users more screen space to work with, especially on 14in laptops
10 months ago in  0 Planned

New Filter type for Delegated Authority action

Hi, Just wondering if we can have a new filter type for tickets where "Delegated Authority" actions were taken. This would be really helpful for us to review and report them internally. Thanks,Ravi
about 1 year ago in  1 Planned

Notifications for Customers removing all automated comms contacts

Having a pop-up for the customer advising that they will not receive any emails if they remove all their contacts from Clarity would be helpful in creating friction and hopefully stopping customers from removing all their contacts.Also possibly ha...
8 months ago in  0 Planned

Clarity contacts tab priority scheduling

Could a feature enabling us to schedule how long an analyst is first priority, second priority, etc or Do not contact. This would enable us to automate our on-call schedule within the clarity contacts tab rather than requiring us to manually updat...
9 months ago in  0 Planned