The new Ticket View brings in a whole range of improvements to the ticket details page, including faster page load and usability. Here are some of the biggest changes and enhancements with the new Ticket View page:
1. Chronological messages for top-down reading
In the classic ticket details view, conversation threads below the ticket description appeared with the latest response appearing on the top. The trouble is when you have a long thread of responses, understanding the last response in the context of the conversation before that gets difficult.
2. Conversations collapse and expand when you need them
While chronologically ordering responses is a great way to keep context, in most cases that means agents would have to scroll through the entire thread to get to the last reply. And, in most cases, support agents only need the last reply and the context of the last 2 conversations before that to get better context. With the new Ticket Details view, the whole conversation is collapsed to show just the last 3 responses in the ticket. Of course, you can always expand the thread and look at the old conversations.
3. Even more context with Sticky Headers
The header part of the ticket, with the ticket subject, description and requestor information, is now sticky and stays on top of the ticket details page even when you scroll down. That way, the most important information you need when replying to a ticket is always just on top.
The header is also packed with a lot of powerful capabilities you'd need when working on a ticket, like opening a new reply, adding a note, deleting the ticket, and seeing who else is working on the same issue (agent collision). You can even add watchers (look out for the star) and change the due by date of the ticket right from the header.
The information circle icon to the left of the ticket's subject on the header shows three critical information in one place. First, the color denotes the priority of the ticket ( green for low, blue for medium, yellow for high and red for urgent) while the icon inside tells you the source (email, phone, facebook, twitter etc). When you customer rate their satisfaction with the ticket resolution, their rating is displayed below the circle as a happy smily (awesome), poker face (just ok), or a sad smiley(poor).
The agent collision icons show up on the left. The icons light up (a) when other agents also have the same ticket open, (b) when someone else is currently typing a response, and (c) when the ticket has been updated by someone and needs to be refreshed.
4. Ticket activities in the thread, sorted by time
You can now see ticket activities such as status changes, executed scenarios and assignments as a part of the thread. They are sorted chronologically and are displayed along with messages in the order. Now that they go together, you have a log of things that took place and more context about what's going on.
5. Reply and set ticket status with a single click
Along with sending a reply to a ticket, agents can now send and mark it as Pending, Resolved, Closed etc in one click. All custom statuses that you have configured in the helpdesk will also show up, so that agents can send their response and update the corresponding status in one go.
6. Smarter and sleeker ticket replies
The reply dialog has been modified to look more sleek and beautiful. Replying to a ticket looks and feels just like sending out an email response. CCs, BCCs and attachments are all easier to manage right away.Canned Responses and Suggested Solutions have been neatly grouped exactly where they are required the most - in the ticket reply area, under the "Insert" option.
7. Execute Scenarios right from the header
You can execute scenarios on a ticket right from the header. The option is available under the "More" menu, along with the Edit, Print and Delete options.
8. Adding notes is easier than ever
Creating public and private notes is even easier. The lock icon on the bottom right corner of the reply box now shows whether the note is public or private, with additional information to explaining whether it would be hidden from the customer or not.
9. Improved requester information from your CRMs
The requester info widget on the sidebar has been improved to make optimal use of space. By default, it will show you the contact details from your Freshdesk account. But when you integrate with CRM, they will get added as tabs, so that you can quickly switch between them and look up important information.
10. Create time entries from the sidebar
You can now create time entries from the side bar. The "Add time" button opens up a dialog that lets you create a new time entry, and also include fields for integrating with your invoicing apps. You can manually enter the time spent on a ticket as both decimals (like 2.5 hours to denote 2 hours and 30 minutes), or has hh:mm (like 2:30). You can also leave the time field blank and start the timer to auto-track time spent.
Going back to Classic and Sharing insights
Share your feedback and thoughts about the new tickets page by clicking on the "Feedback link". If you still prefer the classic look, or would like to switch back for a quick comparison, you can choose the "Switch to Classic View" option on the left sidebar of the page. Remember - you can always choose the new Tickets Page later too.