Is anyone happy about the new ticket portal?

spicyjoseph · 2022-08-09T13:07:05.000Z

Suzanne (Spiceworks):

The old view was on a different technology base and has been removed permanently, so the only option at this point is to move forward with what we have, and improve it.

If you would like to offer feedback where the devs will see it, you can do that in the release notes area, here:

https://community.spiceworks.com/blogs/help-desk-cloud-edition-release-notes/3851-cloud-help-desk-ne… .

You can also put in a Feature Request here:

https://community.spiceworks.com/feature-request

Leaving the topic open so that you can vote if you want to, but to be clear, the devs will not see anything that is written here. Use that first link if you want to offer feedback about the new layout or suggest improvements outside of the feature request system.

I think the first link is missing a piece

Suzanne-Spiceworks · 2022-08-09T13:10:15.000Z

Sorry: Here is the link

https://community.spiceworks.com/blogs/help-desk-cloud-edition-release-notes/3851-cloud-help-desk-new-tickets-interface-updates

Copied the other one over from a different post. Apologies. I’ll correct it in the first post as well.

(Also, sincerely thank you for pointing that out. Just went back and checked and I had copied the same bad link into three other posts… so fixed them all. Yikes, and glad that people can get to the right place now.)

scheff1 · 2022-08-09T13:31:15.000Z

Caryn3166:

Our entire team really dislikes it and would love to return to the previous version.

So when will you migrate to Spiceworks Help Desk Server (HDS) as it continues with the old interface and is fully supported?
Will you run HDS natively, in a VM or hosted at Internet?

hagang · 2022-08-09T13:53:44.000Z

Whoever approved the designed has detrimentally hurt Spiceworks appeal and ease of use. I have yet to see one positive feedback on the new design.

The program now is virtually unusable in busy environments and we, along with others, will most likely be looking for alternatives. Even if we have to purchase the new product.

Suzanne-Spiceworks · 2022-08-09T13:57:20.000Z

Of course we don’t like it when people need to move to another product, but we wish you well. If anyone has suggestions about another product where the user interface works better for you, feel free to post them here and help each other find the best thing for your company.

hagang · 2022-08-09T14:01:09.000Z

That’s your official response? Spiceworks is just going to say goodbye and not offer a solution to your customer base other than let us know what else is out there?

Suzanne-Spiceworks · 2022-08-09T14:10:03.000Z

I left a link above to where you can leave feedback for the devs, and that is where any improvements will come. This post is only left open so that people can vote. If you choose to leave rather than trying to talk to the devs and improve the product, then the only response that is left to me is to wish you well.

scheff1 · 2022-08-09T15:00:30.000Z

user369670:

That’s your official response?

Spiceworks has responded already. There is not a single response as you have several options. It is up to you which choice you make and when. What Suzanne has replied is in line with those responses and has not changed. Spiceworks does not have the resources to make all desirable changes get implemented immediately. Some undesirable feature requests are conflicting with design goals but alternate approaches might be complying with design goals and offer solutions for desirable use cases. So if you need some features now and they have not yet been implemented, Spiceworks admits that you’ll need to migrate to other solution. But if you have time to await such missing features, Suzanne has already replied that you also have the option to comment in the blog with release notes as well as to vote up existing feature requests or to add your own if your preferred feature is not yet requested. And I prefer this communication of Suzanne to refer to the feature requests too. That is what I was missing in the blogs of the beta releases.

user369670:

Spiceworks is just going to say goodbye and not offer a solution to your customer base other than let us know what else is out there?

As little details I could find in your comments here, you’re concerned not about any features but only about the design and that you prefer the old design. I already replied in a similar topic that return of CHD to old design is not possible and Suzanne has repeated it here while she was already explaining it in the beta news months ago. So when you’re only concerned about the design, you’ll have even an alternative of Spiceworks which is HDS, as I mentioned already above. It continues with the old GUI. It may be running locally or hosted. It’s current development is suspended for 15 months already (beside security fixes in December of last year). That’s why you don’t need to fear to loose the old design soon in HDS.
And I did not get if you read the whole answer of Suzanne or only selected parts. She invited you to report back here in this topic to which solution you decided to migrate and why you assessed it to better meet your current needs.

So why could I not read your choice yet?

Suzanne-Spiceworks · 2022-08-09T18:37:27.000Z

Siddarth put up a poll here for feedback as well:

Cloud Help Desk Old Interface Removed 08/09/2022 Spiceworks Support

We are continuously acknowledging your strong feedback regarding the removal of the old interface and the concerns arising due to it. We have ensured previously that we put user feedback first and have been continuously adapting that feedback to built our IT tools. We would like to know the specifics of the challenges you are facing with the new interface. Please add in your most high priority items to the poll so that we can prioritize and steadfastly work on those action items. Don’t forget to…

sean141 · 2022-08-10T18:26:38.000Z

Suzanne (Spiceworks):

The old view was on a different technology base and has been removed permanently, so the only option at this point is to move forward with what we have, and improve it.

If you would like to offer feedback where the devs will see it, you can do that in the release notes area, here:

https://community.spiceworks.com/blogs/help-desk-cloud-edition-release-notes/3851-cloud-help-desk-ne… https://community.spiceworks.com/blogs/help-desk-cloud-edition-release-notes/3851-cloud-help-desk-new-tickets-interface-updates

You can also put in a Feature Request here:

https://community.spiceworks.com/feature-request

Leaving the topic open so that you can vote if you want to, but to be clear, the devs will not see anything that is written here. Use that first link if you want to offer feedback about the new layout or suggest improvements outside of the feature request system.

Would it be possible to either create a new category for feature requests for the new interface or delete older entries? It seems like many of the most spicy feature requests are quite old and aren’t likely relevant to the new interface.

scheff1 · 2022-08-10T19:28:09.000Z

sean141:

Would it be possible to either create a new category for feature requests for the new interface or delete older entries?

For creation of new categories, Sean is in charge. A new category for the new interface of CHD is not compatible with the current categorization according to tools.

As little as I know, deleting old entries is a form of censorship not much appreciated as Spiceworks.

An alternative for deletion is closing. Another alternative for deletion is re-categorization as legacy. I’ve reported already some feature requests as being implemented. I’ve already reported some feature requests as belonging to the discontinued Windows desktop edition. Spiceworks takes such reports seriously. It will check these reports. While I do seldom see a feedback on reports for Daily Challenges, I’ve always seen feedback on such cleanup reports for feature requests.

And Sean is not happy with the feature request system, preferring to migrate to some other solution. But this is not top priority and the introduction of categories was a means to cope longer with the current solution.

sean141:

It seems like many of the most spicy feature requests are quite old and aren’t likely relevant to the new interface.

Some of he most spicy feature requests have been decided to get implemented in the context of the beta release of the new interface. And age is not a criteria if something is relevant or not.

Some other implementation changes give also a different meaning to a feature request without making these irrelevant. They may have been requested when the implemented feature set was quite different and smaller. Part of a feature request may have been implemented in the context of a different feature request.

sean108 · 2022-08-10T19:53:56.000Z

scheff1:

Caryn3166:

Our entire team really dislikes it and would love to return to the previous version.

So when will you migrate to Spiceworks Help Desk Server (HDS) as it continues with the old interface and is fully supported?

Will you run HDS natively, in a VM or hosted at Internet?

I’m having a difficult time finding this product - Your link works, but the product information page link no longer works. I thought the on-premise stuff was discontinued a while back, but I could be mistaken. Is there still a link available where that product is downloadable? Could someone from Spiceworks confirm that it is still supported?

@scheff1

scheff1 · 2022-08-10T20:16:46.000Z

Sean C. in IT:

I’m having a difficult time finding this product - Your link works, but the product information page link no longer works.

Good point. When I tried last, it did work. That was already some time ago.

Here is the link to HDS documentation . If you follow through the references of its getting started guide to its installation and setup guide, you’ll find the reference to this landing page for selecting your download. If you’re not familiar, it makes sense to read first the context of those links.

Sean C. in IT:

I thought the on-premise stuff was discontinued a while back, but I could be mistaken.

You’re mistaken. It is the legacy Windows edition of Spiceworks (Desktop) Help Desk which is discontinued, not (yet) the HDS editions. Active development of HDS has been paused. This was in the same announcement as the announcement of EOL of the discontinued Windows edition. Spiceworks did some security fixes in December 2021 but then resumed suspension of active development. (Spiceworks promised to update soon on its plans with HDS although initially wanting to publish such updates in December 2021).

Sean C. in IT:

Is there still a link available where that product is downloadable?

Yes, see above the reference for its landing page. There are three variant among you may choose depending on your intended deployment.

Sean C. in IT:

Could someone from Spiceworks confirm that it is still supported?

I already mentioned, the last update on support plan was of May 2021 . Beside the security fixes of December 2021, nothing has changed since.

Suzanne-Spiceworks · 2022-08-10T23:46:23.000Z

sean141:

Would it be possible to either create a new category for feature requests for the new interface or delete older entries? It seems like many of the most spicy feature requests are quite old and aren’t likely relevant to the new interface.

Hey Sean,

If you find any feature requests that are not relevant to CHD with the new interface, go ahead and let me know. You can PM me if you want, or write to community@spiceworks.com where it is easier for me to track so I don’t get distracted. I’m happy to take down irrelevant things, but I don’t want to zero it out and start from scratch since there are a lot of things in there that are still applicable and that people have wanted for a long time… things like translation into other languages or things that have been voted up recently like the ability to print. (Also, if it matters to you, you would get a badge for sending in a request to clean up something like that… it helps us keep things relevant when people tip us off to something they see that is obsolete in the requests.)

Right now, you can also give your immediate feedback in the release notes area ( https://community.spiceworks.com/blogs/help-desk-cloud-edition-release-notes ). The devs will read it there and likely work on the things mentioned there first to try to solve some of the more immediate pain points. The one from August 8th is the one I have been pointing people to, although there was another release today.

Suzanne

scheff1 · 2022-08-11T00:36:15.000Z

Suzanne (Spiceworks):

The one from August 8th is the one I have been pointing people to, although there was another release today.

It depends on how you’re counting. I’ve seen two release notes with two feature sets for the 10 August. The feature set of the 2nd one was on a 6.5 year old feature request among the top ranking one. But the 2nd release note got updated a few hours later for return to situation before update.

adolfo5 · 2022-08-30T14:53:47.000Z

I would love to see Dark Mode for the help desk interface and ability to report on custom attributes as well. Better layout removing white space would be nice and a refresh ticket queue option.

Suzanne-Spiceworks · 2022-08-30T14:59:37.000Z

Adolfo,

You can submit feature requests and vote on other people’s here:

https://community.spiceworks.com/feature-request

mengkuan · 2022-10-05T23:04:04.000Z

i don’t like the portal guest display in ticket.is much better to use user email as is .

Suzanne-Spiceworks · 2022-10-06T14:01:29.000Z

mengkuan:

i don’t like the portal guest display in ticket.is much better to use user email as is .

Pretty sure that is related to how you set up authentication. If you need help with that, please write to support@spiceworks.com and they should be able to help you set it up the way you want it, if your environment supports that option.

scheff1 · 2022-10-06T20:38:44.000Z

mengkuan:

i don’t like the portal guest display in ticket.

I’m irritated by portal guest display. Not sure how you have set up your instance.

How do you distinguish between user portal display for ticket and portal guest display in ticket?
What do you mean by portal guest display in ticket?

I’ve seen user portal display for tickets. I don’t want to setup the user portal for guests, just for users instead. It’s certainly a good idea if you check with Spiceworks support which portal you want for whom so that you might get a configuration as close as possible to your preferences, similar to what Suzanne proposed.