Feature Suggestion

The emails from Enate don't group in my mailbox (as part of the Conversations feature), as a customer this could be frustrating. Assume it's something to do with the subject line, can this be investigated please?

In a situation where Enate is down for more than a day, teams cannot track any actual time on Enate, and all the work happens outside Enate. When is back up and running next day, there is currently no mechanism to input the time spent on previous day. This will create gaps in reporting and hence the report will not be in a shareable state to end clients.

Ability to refresh Power BI report on demand (e.g. a small 'refresh' button in the top right corner, which instantly pulls in the latest data)

‘Confidential’ email – similar to outlook functionality, Enate to identify confidential emails and triage to a process with restricted permission.

Possibility to minimize the column chart at the top of the Team Work Inbox / Work Inbox view. Ability to resize or reframe the work manager sections "Current work by Queue", 'Email Grid View', "My Team" and "Unassigned Work". As well option to 'collapse to right' or 'expand to left' the sections like "My team" and "Unassigned". And save those settings when one logs off / back on

Changes to the ‘Mark as read’ functionality – for example, mark as read automatically when I open the ticket (option to turn this feature on & off) or when certain actions are performed on the new information email, and be able to ‘mark as unread’ from the home screen

Not changing the status to "In Progress" from "To-Do" or getting unassigned of the ticket automatically when saving categories.

Possibility to hide certain buttons or fields- such as the 'Close if no response received', 'Pull work', or 'Ticket Category Level 3' if we are not using them, to ensure that users don't use them erroneously. Also consider the possibility of configuring the buttons visibility per queue or individual level (as opposed to configuring this for the whole environment). Different teams in the same instance (URL) may use different functionality.

Changes to the ‘My Team’ pie charts view – currently viewing split by due date, would be great if we could see also tickets which are in ‘wait’ status, and see tickets by status in general (rather than by due date). Currently, there is no one single view where we can see how many tickets the team has got assigned which are in active state vs. on hold. When allocating work, we do need to consider how many tickets 'on wait' do people have in their queues, as some of them can be significant pieces of work. In the Work Manager, in the 'My Team' section, one can see pie charts with the team members and the number of tickets assigned to them. The tickets are then split by SLA status (on target, due today, overdue). It would be great if other view options would be available as well - for example, seeing the ticket by status, including the 'Wait' status.

1) Add 'OR' and 'NOT' option to the search logic (currently only AND). 2) Add ‘Contains’ to the search options (currently only 'Equals', 'Is Empty', 'Is Not Empty', and 'Begins with')