When an end user adds a note to a request, it usually means that they asked for an update, or added important information to the request. When a specialist is assigned to this request, or follows it using the Watchlist functionality, a notification is sent. Especially in situations with large numbers of open requests, such updates can be missed, though. To help specialists find requests where an end-user has not yet been answered, a filter has been added to the ‘Requests’ views: Last note by requester.
Patrick is 4me's Product Manager. After completing his studies in information science and applied linguistics, Patrick came into contact with service management processes as an IT consultant for CGI and as a billing specialist for World Online, Ziggo and Embratel. He then started his own copywriting business and founded a school to teach children about new technologies. This rare combination of experiences helps Patrick as he explains the unique benefits that 4me has to offer as an enterprise service management solution.