All ideas

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).

Should be pretty self-explanatory this one, but sometimes you make a typo and it would be good to be able to go back and fix it without having to clarify what you meant by adding an additional comment.

When an incident only affects a single user it would be useful to see their username in a column, and have incidents searchable by that user. This would to show all incidents involving a specific user and to find incidents when the number is not k...

If a filter is set, for example, open incidents assigned to myself, then I click on an incident and click back the filter is reset and all incidents are shown. I then have to set the filters once again.

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

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...

Can I suggest that replies to e-mails generated by Clarity are automatically updated onto the portal itself? This is fairly common on service desk type platforms - such as FreshService or ServiceNow, allowing the customer to add notes or respond t...

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.

As requested by 2 customers

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...