| DIAM-61 |
fixed in DIAM-1031 |
| DIAM-65 |
Open |
| DIAM-307 |
Open |
| DIAM-408 |
Open |
| DIAM-588 |
Open |
| DIAM-722 |
When a ticket is created, the customer or administrator who created this ticket and the user responsible for the ticket workflow in the specified channel/branch receive email notifications confirming that the ticket has been successfully created. Previously, this email contained only ticket key and both customer and administrator had to look for this ticket in the system manually. Now, a direct link to the ticket has been added to the email of a customer and admin user, the portal and to the backend accordingly. |
| DIAM-740, 741, 742, 743, 744, 745 |
In the new version of the DiamanteDesk application, the Watchers functionality has been added. A Watcher is a person who gets an email notification every time the status, priority or other information regarding this specific ticket changes, ensuring more control over the ticket workflow. To learn more about it, take a look at the corresponding section of the DiamanteDesk User Guide, covering information about Tickets. |
| DIAM-769 |
In the previous version of the DiamanteDesk we have added the branch tagging functionality which serves for quick search and classification of the branches in the system. In current version this functionality is also available for tickets. To learn more about tagging in DiamanteDesk, refer to this link. |
| DIAM-783 |
?? |
| DIAM-784, 785, 786, 787, 788, 789 |
|
| DIAM-856 |
Mass actions have been added to the Branch and Ticket menus, allowing to perform the same action to multiple branches or tickets at the same time. A mass deleting option has been added to the branches functionality and the following mass actions are available for tickets: Change Status, Assign, Delete Tickets, Move, Watch. |
| DIAM-953 |
Open |
| DIAM-954 |
Open |
| DIAM-955 |
Open |
| DIAM-957 |
Open |
| DIAM-958 |
Open |
| DIAM-983 |
DiamanteDesk may serve as a standalone application or as an extension to various CMS and CRM software. DiamanteDesk is currently integrated with the open-source OroCRM, providing its clients with easy customer support solution. The help desk functionality (Branches, Tickets, Customers, Reports, etc.) is available at the Desk top menu. |
| DIAM-984 |
??? |
| DIAM-985 |
|
| DIAM-986 |
In the Oro platform all the contacts related to any business activities are saved at Customers > Contacts. Please refer to the Oro documentation to learn more about contacts in OroCRM. Due to the DiamanteDesk integration with Oro, when a customer registers on the support portal to make a request or report an issue regarding the supported entity (online store, blog, etc.), the provided credentials are added both to the DaiamnteDesk and to the OroCRM contacts. To learn how to configure this option, refer to the Configuration section of this article. When a user registeres on the portal, the system automatically scans the contact database by the existing emails. If none of the emails match the provided credentials, a new contact is created based on the data provided by the user. If an account with the same email has been previously registered in the system, the following warning message is displayed: The identical procedure occurs when OroCRM administartor creates a new DiamanteDesk user from the admin panel at Customers > Contacts > Create Customer. This feature can be disabled at System > Configuration > DiamanteDesk. |
| DIAM-987 |
The Data Audit functionality has been added to the current version of Diamantedesk application. Now, every time a customer or administrator perform any action in the system such as creating or removing users, updating ticket information, addig comments, etc., these changes are added to the read-only event-action history log at System > Data Audit. To learn more about Data Audit, please refer to the corresponding section of the documentation. |
| DIAM-988 |
Open |
| DIAM-1031 |
Open |
| DIAM-1109 |
Open |
| DIAM-1163 |
Open |