Alert recieve in Agent Client (Ticket)

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tcsdi_support1
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Alert recieve in Agent Client (Ticket)

Post by tcsdi_support1 » Thu, 13 Jun 2019, 09:55

Hi Support,

Image

Image Link: https://ibb.co/cDGDPH9

1.) On the Panda Systems Management client at the "Ticket" Tab

There's no Alert message or Popup message when the support or end user use comment/chat on the console and SM Agent client?


2.) On the end user side. The agent client "Ticket" tab, there's no pending,priority and details. So how the end user side will known if the ticket is on going or processing?

Darth Panda
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Re: Alert recieve in Agent Client (Ticket)

Post by Darth Panda » Thu, 13 Jun 2019, 11:13

Hi,

If you are not logged as a valid user on PCSM Agent Browser, you only will see the tickets from the machine.

Regards,

Darth
Technical support – Panda Security
www.pandasecurity.com

tcsdi_support1
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Re: Alert recieve in Agent Client (Ticket)

Post by tcsdi_support1 » Fri, 05 Jul 2019, 10:05

Hi Darth,

So if I am the end user of the computer and I reported a ticket, when a technician replies to the ticket, I will not get a notification right? I have to open SM again and check the ticket every time to see if the technician has replied already

Regards,
tcsdi

Darth Panda
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Re: Alert recieve in Agent Client (Ticket)

Post by Darth Panda » Mon, 08 Jul 2019, 12:54

Hi tcsdi_support1,

That's correct.

Regards,
Technical support – Panda Security
www.pandasecurity.com

tcsdi_support1
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Re: Alert recieve in Agent Client (Ticket)

Post by tcsdi_support1 » Mon, 08 Jul 2019, 13:24

Hello Darth,

Would it be more convenient for the end user if they will get a notification if a technician has already replied to the ticket so they don't have to check the ticket again and again?

Can I submit this as a feature request and also the following:

1. End user will get notification when technician replies to their ticket
2. End user will be able to see the priority of their ticket
3. End user will be able to see the status of their ticket (new, pending, waiting, closed, etc)

:D

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