Users want to be able to add an admin to all cases (whether it be by certain product like iTwin or group) so the admin is able to track updates on those cases. Hatch has requested this enhancement to SN.

As part of an Account Team (e.g. SAM, AM), I would like to be added to the watch list of new cases open from my accounts automatically so that I do not risk missing any new cases that may require my attention. Ideally, applying filters should be p...

Add same Email Subject for all emails that were sent by the System As an administrator, manage 10-15 Service Ticket/Cases in one month. Which results in long threads of emails with ServiceNow, and support teams. In ServiceNow, I am receiving each ...

Images are broken up and fragmented into separate messages. It is difficult to communicate issues to Product Teams and share images/screenshots of issues. The images shall be part of the same note as the text.

As a user of the Bentley Support Services, I would like to be able to see the request and the details that I send via the Support Portal. Currently, when I open a new case it is only possible to see the case number but not the content. If a mistak...

With the current interface , it is not possible for the account admin to filter the cases by user's/contact country because there is a missing column: "User's Country". see image here attached

In Bentley Support Portal, emails sent from Support appear in Bentley Support Portal Case activity log. But the reply Emails do not appear in Case Activity Log in Bentley Support Portal nor consolidated with main email thread.

Hi, Could you provide us with the ability to enlarge the view so that we can see the full titles of the created support cases?

Please consider and provide option to connect with anyone in Technical Team Globally. For CONNECT clients we should be able to connect with technical team regardless of the geographical location. This will help clients to get technical help fast d...

Communicating via email is significantly faster compared to logging in and typing responses in the ServiceNow portal. However, when a user responds to an email, the email response is not posted to the case portal. This means there is no clear docu...