eSupport vs ServiceHub Comparison Chart

Login

https://esupport.sfu.ca/

Login

https://servicehub.sfu.ca/tickets

Queue

Responsible Group

Query

Filter Results

Take

Take

Untake

Reassign

Note: Do not use "Unassign". Tickets don't move back to your Responsible Group and will get lost. Reassign the ticket back to your Responsible Group.

History

Feed

Reply

Comment/Update (with "only visible to ITS Tickets users" unchecked)

Note: "Comment" is to send a message; "Update" is to send a message that includes a ticket status change or attachment. See Notifying Others of Updates for details.

Comment

Comment/Update (with "only visible to ITS Tickets users" checked)

Note: "Comment" is to send a message; "Update" is to send a message that includes a ticket status change or attachment. See Notifying Others of Updates for details.

Bookmarking

Flagging

Note: To view your Flagged tickets, you will have to configure your ticket desktop. See How to Customize Your Ticketing Desktop to include "My Flagged Tickets".

Attachments

Attachments (under "Update")

Admin CC'ing

Adding "People" & Notifying

Note: Similar to "Admin CC behaviour", Frank and Jane will receive email notifications when the Requestor replies/sends a message to the ticket.

Merge

Merge

Linking

Parent/Child