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Bring back ability to Submit a Case in Case Central
There are so many times, that I have cases that are not urgent for a chat, and I know will need some time to research and just entering a case to help lower BBK12's chat channel volume makes the most sense. Please bring back to ability to submit ...3
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Get rid of virtual assistant on chat
The virtual assistant feature on chat is wildly unhelpful. Please do not make us go through this step to connect with an agent.0
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Change back the chat window to a pop-out
It is hugely annoying to have to keep a whole window open for chat support. The old pop-out window was so much easier to keep up with on my desktop.0
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Notification pop up whenever there is a release
I would like a pop up or landing page when I log into the system and there was a change. Currently, we can access the hotfix notes, however, when something is changed and looks/navigates different, I would like a quick link to see the changes. A H...0
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Create a Knowledgebase Hub For Users to Share Training Materials
Blackbaud University offers a wealth of webinars that are designed to address all aspects of the product. Because every school implements different portions and functionality from the product, we as the client have a really hard time getting more ...0
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Allow other users (as designated by a platform manager) to have the chat help capability.
Currently, only platform managers can chat with support. We should be able to allow others to have access to that support without always having to come to the platform manager for support. -
Ability to format text in chat feature
Blackbaud analysts are able to format text in chat sessions such as making italics and bolding fonts, but on our end, we cannot. We would like to be able to format text on our end as well to improve the chat experience1
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Navigation Map
It would be helpful if you would share a one page document that can show the hierarchy of each of the new sections. With the new navigation structure, it's frustrating to find things that are several levels down in one of the menus. And when I sea...0
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Enable user to open the help panel in a new tab
Please add/bring back the button allowing me to push the help panel from within the site to a new tab. I appreciate the way that the help documentation follows me around the site; it's often easier to find what I need there than in the KB. But it'...0
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When searching for something in the Help Panel, limit search to topics within active product and allow filtering results.
When I'm searching the knowledgeable using the Help Panel on the top right of the screen, I can search for "Entering Grade", for example, in onBoard and I get hundreds of articles from Education Edge or other onProducts which really don't help me ...0