Small glitches in Ticket system


tgonhawk1
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1) It would be more useful to have the list of tickets displayed

in REVERSE time order, newest first, as usually those will be of

most interest.

 

Think about a long term customer, who might have 20, 40, 60 tickets

over time.   He'll have a lot of paging to do to find the latest.

Or at the very least having to click a "last page" button.

 

Yes, you can click the column heading to reverse the order,

but

a) this is not obvious from the interface, I discovered it by just trying it.

b ) it is not remembered (via, say, a cookie or stored attribute), so

when you return later, you have to click (and wait a bit) again.

 

I would suggest making reverse time order the default.

 

 

2) Each ticket has a button labeled "Close Ticket".

For me anyway, it appears to be just decoration,

since clicking it (and coming back later and clicking it again)

does not do anything more than take you back to the

list of tickets.  The referenced ticket retains its status of "open".

There is no acknowledgement and no change of state for the ticket.

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1) It would be more useful to have the list of tickets displayed

in REVERSE time order, newest first, as usually those will be of

most interest.

 

Think about a long term customer, who might have 20, 40, 60 tickets

over time.   He'll have a lot of paging to do to find the latest.

Or at the very least having to click a "last page" button.

 

Yes, you can click the column heading to reverse the order,

but

a) this is not obvious from the interface, I discovered it by just trying it.

b ) it is not remembered (via, say, a cookie or stored attribute), so

when you return later, you have to click (and wait a bit) again.

 

I would suggest making reverse time order the default.

 

 

2) Each ticket has a button labeled "Close Ticket".

For me anyway, it appears to be just decoration,

since clicking it (and coming back later and clicking it again)

does not do anything more than take you back to the

list of tickets.  The referenced ticket retains its status of "open".

There is no acknowledgement and no change of state for the ticket.

 

Could you clarify if you're viewing tickets through the client area (https://my.hawkhost.com) or the support area (https://support.hawkhost.com)?

 

Regarding closing of tickets by users - we disabled this due to some of our workflow choices. We should be able to remove the button however to make it less confusing.

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Glad to see good replies!

 

It is the my.hawkhost.com version that comes up in forward date order (earliest first),

the other one comes up in reverse date order (latest first).

 

My original post was in reference to the my.hawkhost.com.

I was not even aware of support.hawkhost.com until yesterday,

when I discovered it by following some links in a blog post.

 

In many ways, I prefer the older (I presume) support.hawkhost one,

largely for better use of screen space, although both have pluses and minuses.

 

With both of them, clicking the column heading changes it.

 

For support.hawkhost.com there is a little ^ or v next to the heading of the sort column -

a good visual clue to what is going on.

The my.hawkhost does not have that.

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