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Hi, 

I love announcements as a proactive way to inform customers / requesters. However this part is not as powerful and integrated as it could be. Hence some requests to improve this further:

  • Announcement visability only to specific agent groups (similar to requesters) 
  • Announcements as pop up or top level bar notifications (again linked to visability for requesters / agents)
  • Option to generate and include a calendar file (ICS) in the announcement email 
  • Allow announcement creation via workflows (e.g. a urgent incident creates an announcement for a specific contact group or a planned /approved change creates an announcement)

 

Thank you, 

Sebastian

If I can add a couple wishlist items:

  • Templates - formatting every announcement from scratch every time is tedious.
  • Recurrence - we send announcements about regular maintenance schedules, and it would be nice to be able to set up the announcement once and have it repeat when necessary.

 

If I can add a couple wishlist items:

  • Templates - formatting every announcement from scratch every time is tedious.
  • Recurrence - we send announcements about regular maintenance schedules, and it would be nice to be able to set up the announcement once and have it repeat when necessary.

 

One more thing - the ability to remove the link to the announcement for external users. We’ve locked down our helpdesk to only SSO users, so our external users won’t be able to access it, and we’ll get complaints if the link is on the announcement email. 

Yes, Yes, and yes on all these.  

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