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!
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Lesley Irminger
University Events and Office of Communication Events Coordinator
George Mason - Office Of University Events
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Original Message:
Sent: 06-18-2021 14:07
From: Osman Erzinclioglu
Subject: Should cases for a Cvent instance be accessible to all admins?
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:
- 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.)
- 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.
- 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