How to view if reaction on ticket arrived

[saaiber]

Hello,

Something I'm missing at the moment in this RC3 version: in the ticketview, I can't see if a customer reacted on a ticket, I'm depending on my alertmails to know that a reply arrived.

Maybe it would be interesting to have a visual mark in the ticketview, or like e-ticket does with seperate tables for open and answered tickets. There you see UM (unanswered messages) 0 or 1 or 2.

Maybe a change in color of the ticketinfo in viewticket would be interesting?

Grtz,

Nic

[peter]

Nic,

Thank you for the suggestion. I think an icon would be ideal to show unanswered tickets.

[saaiber]

Peter,

Indeed, I just discovered the other icons being used for web tickets and mailtickets :) I think that it would be great to add an icon for new answers.

Nic

[Zoidberg]

Hello,

Something I'm missing at the moment in this RC3 version: in the ticketview, I can't see if a customer reacted on a ticket, I'm depending on my alertmails to know that a reply arrived.



Alternatively You could close all tickets on staff replies (http://www.osticket.com/forums/showthread.php?t=224), this way, if a customer reacted on a ticket it'll be re-opened, thus only open tickets appear in the open tickets queue (ticketview) and you get a New Message Alert Email as well.

[jonfry]

Hi all,

I'd just like to add my comments to this thread.

I'm in the process now of migrating all the accounts from one web server to another and osTicket has been invaluable in the task of dealing with clients during the switch over.

One thing that would have made life a lot less complicated would be having some form of indication in the tickets view of new and replied to tickets.

At the moment I have 50 tickets in various states but it's completely impossible to distinguish them apart.

I'm not convinced about the idea of icons either. It would be much clearer to me if new and updated tickets were identified by either bold text or the entire row being highlighted.

When you're busy you need a clear view of what's happening. Small icons which all look more-or-less the same don't register in your brain unless you look closely and once you've opened a ticket, acted on it and returned to the ticket view you have to start looking closely again.

Rows already change colour to a pale shade of red when you hover over them. Maybe the rows of new and updated tickets could be moved to the top of the list automatically and shaded in a darker colour of red so they stand out from the rest.

Thanks for reading.
Jon

[Montclair]

NaN0 wrote a mod that I've also worked on, to do this. The thread is here:

http://osticket.com/forums/showthread.php?t=736&page=1