Ticket and incident management updates in the Customer Portal.

We've rolled out several new updates for tickets and incident management in the Customer Portal.

Ticket updates in-app and by email (for Connect+ and OEM clouds that have enabled support)
When an incident cannot be handled by the MSP or the end customer, the user may escalate the incident into a ticket, which opens a direct line of communication with the manufacturer.

When a manufacturer replies to a ticket opened through Xyte, all responses will appear in the Xyte ticket. In addition, the user who created the ticket will receive an email notifying them that they've received a response, and the email prompts the user to log in to view the ticket. Whenever a user opens a chat, this will automatically send an email to the manufacturer’s support contact, and any further communication in the chat will be recorded in the ticket, and both parties will be notified.

Incident management updates: email notifications & ServiceNow ID
Users will now be notified by an automated email when they have been assigned an incident. Likewise, if a user is either removed from (unassigned) or reassigned to an incident, the user will receive an email notification. (In the case of reassignment, both the original incident owner and the new incident owner will receive email notifications). The email will include a direct link (CTA) to view the incident.

In addition, customers with a ServiceNow integration can now see the ServiceNow ID within the Xyte incident information for incidents which have been shared to ServiceNOW.

Please contact support@xyte.io with any questions.