CV Helpdesk Release Notes

Ticket Submission & Tracking

• Submit tickets directly from SharePoint or via a shared email inbox
• Classify tickets by priority — Low, Medium, High, or Critical
• Track real-time ticket status from submission through to resolution
• Attach screenshots, documents, or files to any ticket

Routing & Collaboration

• Department-wise agent assignment with configurable approval steps
• Internal notes visible only to the support team
• Ticket comments and conversations kept in a single thread
• Role-based access control for Normal Users, Department Agents, and Admins

Notifications

• Email and in-app notifications at every stage of a ticket’s lifecycle, via a Microsoft Power Automate flow (configured separately during setup)

Reporting & Data

• Centralized dashboard showing ticket history and recent activity
• Search and filter tickets by Ticket ID, subject, or requester name
• Export ticket data to Excel for audits and reporting

Admin & Configuration

• Configurable email templates for system and department communication
• Department management, queue lead, and SharePoint group
• Ticket form field configuration — set visibility and required fields
• Ticket grid view and Excel export field configuration
• Custom tab labels (Tabs Taxonomy) for header navigation
• Configurable grid page size, date format, and Ticket ID prefix
• Header customization — title, options, and icon
• Full-screen display toggle, solution version display, and tenant info display
• Admin role assignment for delegated system control

Dashboard & Analytics

• Customizable dashboard tiles and charts tailored to organizational requirements
• Configure KPI widgets, ticket metrics, and performance indicators based on business needs
• Department-wise workload reporting with detailed ticket volume 
• Enhanced visual analytics for faster decision-making and operational monitoring

Ticket Archiving & Search

• Archive completed tickets automatically for improved system performance and data organization
• Dedicated Archived Tickets section for quick access to historical records
• Advanced search and filtering capabilities within archived tickets

Ticket Management Enhancements

• Shared mailbox association displayed with each ticket for improved email tracking
• Due date management for tickets with visibility across agents and administrators
• Merge duplicate tickets into a single record while preserving all conversations, attachments, notes, and activity history

Customer Feedback & Surveys

• Integration with external survey platforms through configurable survey URLs
• Send customer satisfaction surveys directly within ticket conversations
• Flexible survey configuration to meet organizational requirements

Automation & Assignment Rules

• Advanced rule engine for automated ticket creation and agent assignment
• Configure different assignment rules based on department, category, priority, requester, or custom conditions
• Automatic execution of predefined actions immediately after ticket creation
• Reduce manual effort through intelligent ticket processing and automation

Reporting & Insights

• Track workload distribution across departments and support teams
• Analyze ticket trends, resolution performance, and operational efficiency
• Export reporting data for management review and business analysis