Suggestions
For closing tickets - this reduces clicks and forces resolution notes to close a ticket:
1. Remove add resolution under tasks - This is an extra step that could be eliminated.
2. When selecting close request, resolution box opens and we can add a resolution.
3. Add save and close option in resolution screen. (The save option will still be needed in case a tech is not prepared to close ticket). This will again remove another extra step.
For admin utilities:
1. All admin screens should be word wrapped. For example, when creating a business rule if the criteria extends past the screen it doesn't drop to the next line, it continues going to the right. Another example is the Category module. If the description is long, it continues on the same line instead of dropping to the next. It is painful to scan all the way to the right to locate options and save a change/addition.
For easy navigation: Again, saves our small team from clicking over and over. These are just ideas, but we need an easier way to navigate the system. My team has asked me to propose this to the developers:
a.)include a navigation panel option so that we can easily navigate.
b.)or include drop down from each tab within each page allowing quick access to commonly performed tasks such as changing a level (escalation) or changing the status. It is cumbersome at some points when we are rushing to update tickets to have to click here and there.
If these capabilites are already available, or a workaround has been advised, please let me know. I try to keep up on everyone's posts, but have not seen these posted.
Thank you. We love your product.
1. Remove add resolution under tasks - This is an extra step that could be eliminated.
2. When selecting close request, resolution box opens and we can add a resolution.
3. Add save and close option in resolution screen. (The save option will still be needed in case a tech is not prepared to close ticket). This will again remove another extra step.
For admin utilities:
1. All admin screens should be word wrapped. For example, when creating a business rule if the criteria extends past the screen it doesn't drop to the next line, it continues going to the right. Another example is the Category module. If the description is long, it continues on the same line instead of dropping to the next. It is painful to scan all the way to the right to locate options and save a change/addition.
For easy navigation: Again, saves our small team from clicking over and over. These are just ideas, but we need an easier way to navigate the system. My team has asked me to propose this to the developers:
a.)include a navigation panel option so that we can easily navigate.
b.)or include drop down from each tab within each page allowing quick access to commonly performed tasks such as changing a level (escalation) or changing the status. It is cumbersome at some points when we are rushing to update tickets to have to click here and there.
If these capabilites are already available, or a workaround has been advised, please let me know. I try to keep up on everyone's posts, but have not seen these posted.
Thank you. We love your product.