Idea ID: 1625885

Customizable text for Request Support in ESS

Status : Declined
over 3 years ago

Briefly describe your idea
Allow more configurability of text in ESS

Why is this important, when it would it be used
Allow configuration of this text e.g.,  "Thank you for choosing to use our support. Please describe your problem in detail. In your description, please include related software, hardware, services, or facilities."


  • Thank you for your idea. At this time, your idea hasn’t received enough community support and doesn’t align with our priorities so we are closing this idea. But we may review this again in the future. Thank you for your support and continue posting & voting on ideas to help make our products better.
  • I agree with Peter's comment above, I've had feedback from a customer today regarding how confusing she found the portal. In particular that from the screen layout above she was drawn to click the 'Post' option rather than 'Create a standard support request'. As stated by Peter could the 'Create a standard support request' option be more prominent, I think changing the wording to 'click here to log your request or add more details below' would be more helpful.

    We've also had feedback from customers that using 'Hey' as a greeting on the Portal is too informal, being able to change the greeting to 'Hello' or 'Welcome' would be a useful option.

  • We find our customers are getting confused in this area too. Sometimes they just want to be able to log a new request and having the ability to make the "Create a standard support resquest" text more prominent would be really useful.

  • I'd definitely support this. "Thank you for choosing to use our support" is a bit of a strange sentence, so I'd start by changing that to mentioning our specific name for the Service Portal, but I'd also be wanting to make it clearer to our users that they are not yet raising a request, which is currently a common source of confusion in the New Request/Virtual Agent area.

    By having these customisations we can make the experience a lot better for our users where the standard text may not make sense in the way we are making use of the portal.

  • Thank you for sharing your idea! Let’s hear what the community has to say. Once there is enough community traction, it will be reviewed by the product team.