I can’t say I’m not disappointed in the new help desk, from the design change which lacks flexibility and numerous bugs and glitches. Don’t get me wrong, I know SW is a free product (I paid to take ads out), however I still would like to provide feedback.
First off, the thing that irks me most is the “more” button on work orders. Why can’t I turn this off? I can’t even see the work order itself. Its defeating its own purpose. The first line doesn’t do me any good. I’d like to see a feature to turn that off so I can see the full text.
Also, the layout is not flexible at all. I can’t resize columns, or move ticket details.
I don’t have time now, but there some more issues we had to deal with. For example, in the ticket rules, we have all tickets sent in to CC a distribution group. That broke, and we found out we needed to quote the cc email address. Just an unexpected change in code probably.
2 Spice ups
bmcniel
(bmcniel)
2
Yes! I hate the MORE button! I am the only one in our group that wants to see the whole ticket though so I’m the minority.
One change that I’m also unhappy with is the bar with assignee and Time Spent is below the ticket contents. This is not conducive to a smooth workflow. It has always been at the top (above the ticket details), everyone knows where it was, now we have to hunt for it.
bmcniel
(bmcniel)
3
BTW, there is a plug-in to allow you to turn off the MORE button. It is global, though. Like I said, I’m the only one that doesn’t like it and is per server, not per user. The server remembers our dashboard settings and ticket view preferences, why not the more button?
