Samanage is excited to announce an enhancement that will give you the option to push solutions to a comment in a ticket. This will allow your service agents to be more efficient when giving solutions to requesters to resolve their issues. With the new functionality of suggesting solutions, attention will be drawn to the side panel, thereby giving you an easier way to push solutions to comments.
To access this feature:
1. While working on a ticket, add a solution on the right sidebar. You will see an option to add the solution to a comment
2. Note- You will still have to send the comment manually as we want to give you a chance to add additional information if necessary. However, you will receive a notification if you push a solution to a comment but did not send.
*Note- This will not replace the existing functionality to attach a solution via the comment box.
As we continue to improve Samanage, we appreciate your feedback. Let us know what you think about this enhancement!
Your Samanage Team