Secure Web Gateway

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Add optional fields to the user feedback submission form, such as a contact phone number or computer name.

A customer considers this a very important enhancement as their previous web filter solution allowed the integration of a custom submission request into their ticketing system, allowing for automatic population with the pertinent details. This was proven to ease greatly request evaluations via their change tracking process.

The UI could either allow adding custom fields to the user feedback submission page or be able to replace the page with a custom template. Example – would like users to be able to add contact phone, office/computer location, department, name, etc. along with the URL. This would allow customers to streamline administration and gather more information to appropriately assist end users.

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  • james burchell commented  ·   ·  Flag as inappropriate

    A configurable free-text field would help with end user expectations. A customer i spoke with recently is considering disabling end-user feedback due to the increased support load as end users are misinterpreting its purpose, i.e. they think it will automatically permit access.

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