Settings and activity
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1 vote
MatthiasB
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5 votesMatthiasB
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6 votesMatthiasB
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48 votes
Hey all,
After speaking to many of you and designing this one together, I'm happy to announce we are now beta-testing a new feature focused around technician groups/ ticket queues
The new module allows:
- Creating technician groups for better team organization
- Assigning tickets to groups for efficient workflow
- Filtering and creating custom ticket queues to manage priorities in the tickets list
- New ticket automation rules improvement with new triggers, conditions, and actions
Some use cases for this new feature are:
- Auto-assigning tickets to queues based on conditions
- Notifying admins on escalations
- Round-robin ticket distribution between group members
We hope to finish beta testing and release the feature to all customers soon, we'll be sure to update you once that happens!
Yakov
MatthiasB
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124 votes
Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!
MatthiasB
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34 votesMatthiasB
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31 votesMatthiasB
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7 votesMatthiasB
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17 votesMatthiasB
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432 votesMatthiasB
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10 votesMatthiasB
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2 votesMatthiasB
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10 votesMatthiasB
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48 votes
Hello, Thanks so much for submitting your idea! It’s currently under review by our product team, and should a decision be reached to develop it, we’ll keep you in the loop!
MatthiasB
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82 votesMatthiasB
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27 votesMatthiasB
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290 votes
An error occurred while saving the comment MatthiasB
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3 votesMatthiasB
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1 voteMatthiasB
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1 voteMatthiasB
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Current setup:
In the adminpanel the tickets can be displayed. It is possible to set filters and save the filter so it is easy to access these again.
Columns like "Details", "SLA" etc. are shown by default.
There it is possible to define multiple filter for different use-case.
Problem:
When searching for tickets you might need to switch filters to get a good overview.
This can be time consuming when being on a call with a customer.
Improvement:
Create 2 views:
1. Filter view
This is the view which is already available and can be used to create filters and save these
2. Dashboard view
This view is a combination of mutliple filter.
The dashboard can either contain 1 column, 2 columns or 3 columns per row and the dashboard can contain multiple rows.
In each columns per row a different filter (which was created in the filter view) can be displayed.
+--------+--------+--------+
| filter | filter | filter |
+--------+--------+--------+
| filter |
+-----------------+--------+
| filter | filter |
+-----------------+--------+
Per "filter" you can define the following options
- details to display like e.g. "Details", "SLA", "Assignee", "Customer", "Agent"...
- amount of tickets to display (before pagination starts)
- widget like "ticket filter" (default), "pie chart", "graph"..
Benefit:
- keep an easy overview about all filter
- have everything available in one view
- save time as there is no need to change the filter
- a lot of requests in the area "Dashboard" and "Tickets" can be solved by this idea as it would be customizable.
Future:
- make it possible to have multiple dashboards. This can be useful when you have big customer and want to have a dashboard per customer.