Wednesday, October 5, 2022

Summary of new features in this release

  1. Ingest Files Tab for Teams Integration
  2. Solved My Issue

Ingest Files Tab for Teams

CrushBank now allows you to ingest all the files within the files tab for your teams channel. Before this change, we were only ingesting the files that were found in the actual conversation. To enable this feature, go to the Teams integration form and check the box for Files as seen below.

Screen Shot 2022-10-05 at 12.50.08 PM

Solved My Issue

CrushBank now allows you to capture whether a document solved your issue when doing a search by ticket. When a user marks a document as helpful in CrushBank, our system will ask the user if it solved their issue.

Screen Shot 2022-10-05 at 12.54.18 PM

If the user selects Yes, another prompt will pop up asking for a comment and offering the ability to update the ticket status within ConnectWise.

Screen Shot 2022-10-05 at 12.56.43 PM

Once the user submits, CrushBank will update the ticket in ConnectWise with the details of the document that solved the issue.

Three updates to the security modules are needed for this functionality to work: 

  •  Service Desk> Service Tickets> Edit set to All
  • Service Desk> Closed Service Tickets> Edit set to All 
  • Service Desk> Service Ticket- Dependencies> Edit set to All 

Solved My Ticket Functionality API update