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Should cases for a Cvent instance be accessible to all admins?

  • 1.  Should cases for a Cvent instance be accessible to all admins?

    Posted 06-18-2021 14:08
    Edited by Osman Erzinclioglu 06-18-2021 14:16

    Hello, Cvent community!

    So, my company is relatively new to Cvent, and as we've begun using Cvent support cases I've formed an opinion about a change I'd like to see. (Which I've already created an idea for, and which one of the community admins, Danni Czark, suggested I create this forum thread for.)

    In my opinion, all of a company's cases in a Cvent instance should be made visible in the case listing to all admins.

    From my perspective, any case opened by the admin of a Cvent instance is information that other admins for that instance should be able to access -- for a number of different reasons:

    1. To allow an admin to add comments to cases opened by a colleague based on their particular area of expertise, or based on their companies own need to reallocate resources. (To allow another admin to take over based on skillset or workload.)

    2. To allow any admin to access open cases during the absence of a colleague -- either planned or unplanned -- to keep an open case moving forward.

    3. To be able to see the case history to understand changes that may have impacted their instance -- to help troubleshoot a new issue related to an old case, understand when a specific feature was enabled, or revisit comments shared by Cvent support agents that were helpful to their colleagues. This one is even more relevant when an admin inherits a Cvent instance and cannot depend on a colleague to provide a history of changes because the former admin is no longer with their company.

    From my perspective, the current case model doesn't make a lot of sense. I actually can't think of an example of a case that an admin would submit that shouldn't also be accessible to all other admins for that same Cvent instance.

    My cases are, essentially, not my own -- they are inquiries and issues I am submitting on behalf of my company. There may be inconsequential cases we may not need to revisit, but I can't see the harm in extending access to all a company's cases to all admins.


    If anyone thinks that's too unwieldy, a view of cases that I own versus all company cases might work -- or just listing the case owner and allowing us to filter or sort by that column.

    Thoughts?

    Does anyone else find the current model inconvenient?

    #Miscellaneous #Support #MyCases

    ​​​​


  • 2.  RE: Should cases for a Cvent instance be accessible to all admins?

    Posted 06-24-2021 08:15
    When you say visible to all admins, do you mean within the organization or do you mean posted to all admins throughout Cvent:
    I have two thoughts after reading your post:
    1. There are some companies (government) companies' information is confidential.
    2. If you meant to admins within the company, then I agree, share it with the other admins within the company.

    ------------------------------
    Mary Ann Hall
    Event Specialist
    Federal Reserve System
    ------------------------------



  • 3.  RE: Should cases for a Cvent instance be accessible to all admins?

    Posted 07-02-2021 10:42
    Edited by Osman Erzinclioglu 07-02-2021 10:53
    Yes. Definitely just within a specific company's cases for that company. (Every admin at Procter & Gamble can access all cases under Procter & Gamble's account.)

    : )


  • 4.  RE: Should cases for a Cvent instance be accessible to all admins?

    Community MVP
    Posted 06-29-2021 09:04
    This makes perfect sense, and I wasn't aware that this wasn't how it works. Of course the help tickets should be something that anyone in an organization with admin rights to their Cvent instance should have access to. Otherwise.... that's a very siloed model and is a roadblock for Cvent clients. This definitely needs to be requested, and I am happy to upvote it!

    ------------------------------
    Lori Wildman
    Senior Marketing Manager
    DuCharme, McMillen & Associates, Inc.
    ------------------------------



  • 5.  RE: Should cases for a Cvent instance be accessible to all admins?

    Posted 07-02-2021 10:43
    Thanks, Lori!  : )


  • 6.  RE: Should cases for a Cvent instance be accessible to all admins?

    Community MVP
    Posted 06-29-2021 13:24
    I ran into this recently, and it would have been very helpful for other admins in my account to be able to access the cases I created to add comments. I agree that the cases aren't mine alone, they belong to my team and every admin should have access to the cases and their history.

    ------------------------------
    Ginger Swart
    Training Program Coordinator
    Electronic Theatre Controls, Inc.
    ------------------------------



  • 7.  RE: Should cases for a Cvent instance be accessible to all admins?

    Posted 07-02-2021 10:44
    Thanks, Ginger!  : )

    I assume you'll upvote too then.  ; )


  • 8.  RE: Should cases for a Cvent instance be accessible to all admins?

    Posted 06-29-2021 14:02
    Hi Osman,

    I have ran into this issue several times whether it be due to an unforeseen illness  where I am out of the office or even just a heavy workload in which I need my team members to be able to have access to my cases, and the case inevitably goes untouched simply due to this. I understand there should be a level of privacy of course, but especially in the cases of licenses and company-wide accounts, there should be some flexibility or atleast the option to have some. I should be able to forward an open case of mine to a colleague, who is a paid user in the Cvent system as well, and feel rest assured they are able to assist, however no case file details can be forwarded via email so that the colleague can follow up separately (not even bare minimum info such as a case number, even) are allowed to be shared. I am curious if anyone else has any thoughts or work-arounds? I inevitably end up saving the emails as PDF's and forwarding just so that my colleagues can at the very least try to call support for assistance.

    Thanks!​

    ------------------------------
    Chelsea Benge Ostoich
    Events Software Specialist
    cbenge@leadingre.com
    LeadingRE
    ------------------------------



  • 9.  RE: Should cases for a Cvent instance be accessible to all admins?

    Posted 07-02-2021 10:50
    Edited by Osman Erzinclioglu 07-02-2021 10:54
    Chelsea, I was told by Cvent Support that they can reassign a case to a colleague if you request it -- but prefer not to do so if that can be helped. (Though I'm not clear on why they would prefer not to reassign cases.)

    To me, that can help resolve the issue of workload if both myself and my colleague are aware of the case and know it needs to be reassigned -- but doesn't help an admin if their colleague is absent because of unforeseen circumstances -- and doesn't help an admin who inherited an instance or who wants to just look back at recent changes that might have been requested through a case that may have resulted in the instance operating in some way that's undesirable. (Meaning, they'd have to speak with all admins and sort through what changes might have happened that might have caused an issue.)

    Just wanted to mention that capability for reassignment because that has some utility.

    Hoping your response means you will upvote this too.  ; )


  • 10.  RE: Should cases for a Cvent instance be accessible to all admins?

    Posted 06-30-2021 11:26
    I personally like this idea.  Right now I am our only manager active in Cvent, but if anyone was to work on my events they'd be lost if I had a case open.  A central account of cases OR allowing all organizations to have one generic login for case purposes would really help.  I many companies you will have multiple people working on an event and with the pandemic if we've learned anything it's that we need to have backups.  

    I will say, we had a generic email at one point and it was problematic with submitting cases and being able to access them.  I personally vote for the cases being linked to the ADMIN portion or account vs individual users.  Great suggestion!

    ------------------------------
    Lesley Irminger
    University Events and Office of Communication Events Coordinator
    George Mason - Office Of University Events
    ------------------------------



  • 11.  RE: Should cases for a Cvent instance be accessible to all admins?

    Posted 07-02-2021 10:53
    Great points! Thanks, Lesley!

    Yes -- COVID was definitely an eye-opener on this sort of thing. (A strong case for backups.)

    Thanks!  : )