Nness
commented
1 year ago To clarify, we already have escalate feature in Autotask, such capability will cause conflict. As for now this will be declined. I won't close, as I want to see what else we can do in the future.
The possible alternative would be more generic approach.
To be clear, rename in interface is forbidden in current design. Unless it is dynamic function, similar to menu item. We have moved away from allow renaming interface.
What might happen in the future, since fast track, escalate features are very similar, then we could potentially introduce generic function, similar to menu item. We ask you to specify status name, action name. Then we will migrate escalate and fast track to new system.
So the decline is for rename, not for actual needs.
Feature request to have the highlighted "FastTrack" field customized within the DeskDirector Admin Console. As an example, updating this to “Escalate ticket”.
Since the default verbiage says “FastTrack”, users select this option on every ticket. Updating the name will better reflect the intent of this option from the end user's perspective.
Current
Suggested