New ticket - use Kace agent for notification?
We are 4 guys with a new Kace system. Sitting in the browser, refreshing the page every now and then to catch new incoming tickets is not a good solution for us. Today we must log on, open helpdesk and View by: All tickets to see new ones. Is one of the following possible:
1: Get a popup from the Kace Agent on every computer a "All tickets owner" is logged onto every time a new ticket is created. This will ensure that our email doesn't get filled up in the evenings/at night, and a quick response at daytime (one of us is always close to a computer). Alarms/alerts will be sent directly by phone/mail to me outside work hours.
2: All 4 of us get 1 email when there is a new ticket. I've read some examples where people get a new mail every 15 minutes until its assigned to someone - we want to avoid that one. In the first round, I'd only like to receive the topic. Then I'd like to be able to reply and set myself or one of my colleagues as owner (same for my colleagues), and the case would be sent by email to that person. Why? Because I travel a lot, and some things I want to answer from by mail on my phone as quickly as possible.
Of course, these are my ideas as a "fresh" Kace user. If anyone has a good routine that does not force them to sit in front of the computers refreshing all day and without flooding the mailbox, I'd love to hear about it.