New Ticket View!!

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tanderson
tanderson Member Posts: 226 ✭✭✭✭
edited December 2023 in Helpdesk

@nina When can we expect this updated view?

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  • Yakov
    Yakov Internal Posts: 17 ✭✭✭
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    Hey Taylor,

    We've started offering the page to some of our customers already.
    I have opened it in your account, you would have to log in again to be able to navigate to the new page.

    Please note there is still some missing functionality on the new page, features such as ticket tags, satisfaction survey, spam management, and product & expenses management.
    We are working to add those as we go.

    Let us know what you think of the new design,
    Yakov

  • nina
    nina Administrator Posts: 428 admin
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    Thanks @Yakov ! @tanderson , we would love your feedback! Keep us posted!

  • tanderson
    tanderson Member Posts: 226 ✭✭✭✭
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    @Yakov Love the new view!

  • joseph.smith
    joseph.smith Member Posts: 24 ✭✭✭
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    @Yakov @nina would love to check this out if you’re needing feedback?

  • slinke
    slinke Member Posts: 9
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    @Yakov @nina can you please activate it on my account too?

  • Yakov
    Yakov Internal Posts: 17 ✭✭✭
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    Hey @joseph.smith , @slinke

    We've enabled the navigation to the new ticket page for you guys.

    As mentioned to Taylor, please note there is still some missing functionality on the new page, features such as ticket tags, satisfaction survey, spam management, and product & expenses management.
    We are working to add those as we go.

    Let us know what you think!

  • slinke
    slinke Member Posts: 9
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    Hi,
    the new view is great.
    I have one suggestion for improvement: it would be good if you could quickly create a new contact from this view (as in the past) - at least that was possible with the old view.
    Personally, I would also really like it if you could even create a new customer from here.

  • joseph.smith
    joseph.smith Member Posts: 24 ✭✭✭
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    @Yakov The team are loving it so far… A couple things that have cropped up though:

    1. The reply box is a little thin, it'd be nice to be able to resize the window vertically.
    2. When pasting an image/screenshot into the reply box the image is centred by default, it'd be nice if it defaulted to the left in line with text.
      1. The option to resize the image also seems to have disappeared.

  • Yakov
    Yakov Internal Posts: 17 ✭✭✭
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    Gotcha, thanks for the feedback!

    We didn't have an option to create a contact in the old UI actually, what would be the use case of creating a new one while dealing with a ticket raised by/on behalf of a different person?
    When would you create a new customer?
    You still have the "New" button on the top left corner of the screen

  • Yakov
    Yakov Internal Posts: 17 ✭✭✭
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    Duly noted Joseph! We'll take this into consideration.

    If you click the image, you'll be able to resize it by dragging one of the corners:

  • slinke
    slinke Member Posts: 9
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    Sorry, I made a mistake here, I was creating the ticket, everything is the same there and I can create the contact.
    The new ticket view is really good, much clearer!

  • tanderson
    tanderson Member Posts: 226 ✭✭✭✭
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    @Yakov @nina The best thing that could be added is the Ticket Time entries as part of the ticket notes. Currently we have techs that (by their own fault) miss notes because they forget to view the time entries. They look at the list of internal/external notes. It would be helpful if the time entry notes appeared in the list of notes as a sperate color like the internal notes do. Please Please Please make this a feature! It would help to be able to read in one thread everything that has happened to the ticket.

  • tanderson
    tanderson Member Posts: 226 ✭✭✭✭
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    @Yakov Also, if atera could have separate signatures for external and internal notes. It would be nice to have internal notes have no signature so its easier to read in the thread.

  • kevin
    kevin Member Posts: 1
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    @Yakov Could I get this turned on for my account as well please? Thanks!

  • slinke
    slinke Member Posts: 9
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    When selecting a contact in the ticket, it would be good if the associated customer for the contact is also displayed in the selection window. In the old view or when creating a ticket, this is displayed in brackets.

  • anton
    anton Member Posts: 8
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    Preview looks great! Can you please enable this for us to try out aswell?