Body
OVERVIEW
Below is a quick guide to the similarities between eSupport and ServiceHub on terminology and functionality.
COMPARISON CHART
eSupport
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ServiceHub
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Login
https://esupport.sfu.ca/
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Login
https://servicehub.sfu.ca/tickets
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Queue
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Responsible Group
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Query
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Filter Results
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Take
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Take
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Untake
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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.
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History
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Feed
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Reply
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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.
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Comment
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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.
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Bookmarking
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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".
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Attachments
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Attachments (under "Update")
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Admin CC'ing
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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.
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Merge
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Merge
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Linking
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Parent/Child
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