Expand the ticket reply window
The default ticket reply window size is not only fixed size but too small, can be difficult to scroll in - can we make it draggable to enlarge or at least 25-30% larger?
Paul Rose
shared this idea
Hello everyone, we have implemented several changes/improvements based off of the customer feedback:
- Conversation moved to the center of the ticket page
- Conversation sorting: Newest first or Oldest first
- Response window automatically expands as you type
- Response window can be manually expanded without opening a separate editor
- Customizable Overview fields
- Ability to hide unnecessary ticket fields
- Reorganized right-side panel with:
- Overview
- Contact Info
- Ticket Properties
- Calendar
- Easier requester changes from the Overview section
- Requester details, associated device, and recent tickets grouped under Contact Info
- Ticket status, type, impact, priority, tags, forms, and custom fields grouped under Ticket Properties
- Ticket Activity moved to the top next to Conversation
- Expanded activity visibility for comments, assignments, SLA changes, and other ticket events
- Manage Ticket moved closer to the main working area
- Easier access to:
- Approval requests
- Creating or associating child tickets
- Creating or associating parent tickets
- New modular ticket-page architecture designed for future enhancements
- Ticket Automation Rules now support Webhook as an action for integrations with external systems
Full Community post with the details:
https://community.atera.com/discussion/1190/new-feature-preview-ticket-page
++
Dima L
Technical Product Marketing Manager
Atera
-
Hello everyone, we have implemented several changes/improvements based off of the customer feedback:
- Conversation moved to the center of the ticket page
- Conversation sorting: Newest first or Oldest first
- Response window automatically expands as you type
- Response window can be manually expanded without opening a separate editor
- Customizable Overview fields
- Ability to hide unnecessary ticket fields
- Reorganized right-side panel with:
- Overview
- Contact Info
- Ticket Properties
- Calendar
- Easier requester changes from the Overview section
- Requester details, associated device, and recent tickets grouped under Contact Info
- Ticket status, type, impact, priority, tags, forms, and custom fields grouped under Ticket Properties
- Ticket Activity moved to the top next to Conversation
- Expanded activity visibility for comments, assignments, SLA changes, and other ticket events
- Manage Ticket moved closer to the main working area
- Easier access to:
- Approval requests
- Creating or associating child tickets
- Creating or associating parent tickets
- New modular ticket-page architecture designed for future enhancements
- Ticket Automation Rules now support Webhook as an action for integrations with external systemsFull Community post with the details:
https://community.atera.com/discussion/1190/new-feature-preview-ticket-page++
Dima L
Technical Product Marketing Manager
Atera -
David Matakas
commented
Please consider restoring the ticket reply box to the top of the ticket view or adding a user preference to place it either at the top or bottom.
The current bottom-only placement creates challenges when working on smaller screens and mobile browsers. Users often need to review lengthy ticket histories and then scroll all the way to the bottom to enter a response. This negatively impacts efficiency and makes ticket management more cumbersome.
Allowing users to select their preferred reply box location would significantly improve usability and accessibility across different devices.
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Matthew Cummins
commented
Totally agree. I see there is the "full screen" button, but that's overkill if I need to reference ticket context when composing a reply or note I want to easily scroll up and down in the thread rather than have to toggle full screen or not. This went backwards after the last update. It got smaller!