1

So I just updated to the latest and while I do like some of the new layout and features…there are still improvements needed

  1. Close as duplicate. I’m a little frustrated that I need to assign a ticket before doing this. I can tell when it comes in that it is a duplicate, why would I need to assign that ticket? I hate creating additional email traffic to people submitting tickets.

  2. We have a custom field ‘client code’ and that now appears on Details page. Not the end of the world, I just wish I could put it on the main page (like swapping it for category)

  3. I do wish that in this version (or in v1) there was a better way to deal with white space in a ticket request? Sometimes tickets go off the page just due to a large block of white space. I can imagine that there would be some way to remove all the blank lines in a ticket.

  4. More than 25 tickets on a screen. This has been a big pet peeve of mine. I have dual screens at my desk and have my 23 inch monitor in the Portrait position. I used to be able to have all the tickets on one, maybe two pages and it was easy to sort and find things. Now I have 7-8 pages to flip through.

  5. Can no longer see who is CC;ed on the ticket at a glance. I have to go to the Details page.

  6. Save and attach file buttons got swapped. Not sure why it was decided that “save” should go on the left. But my brain is having a hard time with this one. I keep trying to attach things when I just want to save the comment.

All in all, it seems much speedier and I do like the look and feel. It is still taking some getting used to

thanks

Mark

7 Spice ups
2

#4 is what I have the biggest issue with and the “Use original version of Help Desk interface” doesn’t do anything.

3

I hate to be a complainer since Spiceworks is free and all, but I have many of the same complaints you do with this. The performance boost is nice and it appears to not be hammering my server’s CPU during network scans quite as badly now which is a huge plus.

  • Definitely close as duplicate would be nice without having to assign the ticket.

  • Having to go to the “app” menu to get to the helpdesk is a bummer since it’s extra clicks (will be trying and add-on for this)

  • Can’t get the Helpdesk page to go to “Open Tickets” by default even with add-ins installed; again more clicks

  • The “save” button moved. Why? Almost all applications and web forms have the save button on the bottom right. I’ll learn eventually to go to the other side, but it seems odd to me.

  • When you drag the “pane” of tickets larger so you’re not stuck looking at 6 tickets in a tiny box and scrolling, it loses that size every time you log back into the Helpdesk. I have to resize that window daily, 7.2 hung onto this just fine.

  • Another nit-picky thing; the “Category” column is way wider than it needs to be and cannot be resized. I feel like I could change column width in 7.2 but now I’m not sure…

If only I could get the performance of 7.3 with the interface of 7.2…