Eagle Client Portal

Client FAQ and Feedback

Email advise from Eagle Service Desk - delay too long between updates.

I've open a request today and it is taking around 20 minutes before the email is received in my mailbox after an update have been made.  I've received only 3 emails when 4 updates have been made by Eagle.  One of the email received is Request has been Closed when I did not update the Request to say it was working.

In the Request page, it is still in the state of Pending.

  • Renee Plamondon
  • Aug 7 2017
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  • Admin
    Kyung Hwang commented
    29 Sep, 2017 05:32pm

    Thank you for your feedback.

    After researching your question, we determined his was not considered a delay.  When we first rolled out the client portal, we had a rule that did not provide an email communication to the person who was making the update to the client portal.  This included New ticket and Updates to the comments section of a ticket.  The people on the watchlist were receiving the updates, but we felt sending a notification to the updated by person would be redundant.

    Based on the feedback we have since removed the rule so the updated by person will receive all email communications as well.  Thanks again for your feedback!