Ticket Page View: Groups, Sorting, Filtering
I think there may be a better way to manage the ticket screen. Being able to group items together and sort is pretty helpful, being able to filter is also great. But it's a little hodge-podge and 'not quite as good' as it could be. I propose VIEWS. A view would be an editable combination of all of the above. For instance, right now I can only specify one status NOT to show, or one status to SPECIFICALLY show. But there are several statuses I don't want to see, and these will vary based on the customer statuses everyone creates. I don't care about resolved, or invoiced, or waiting to pickup when I'm trying to work on something, but I DO need to see New, In Progress, Waiting on Reply, etc...
What if I had a drop-down box called 'View' and a link next to it called 'Edit Views'? I can select TECH VIEW from the drop-down and it would have my criteria saved:
Omit Statuses: XYZ
Show Statuses: QRS
Group by Status
Sort by Priority.
Everyone could create whatever custom views they wanted based on their own preferred method! A TECH view while working, an ADMIN view to see how things are going overall, etc...
this would be very helpful for technicians to prioritize without extra clicks to find what they need to know. An option to make this the tech homepage as soon as they log in would be great too.
Laverne S. commented
Hey, it looks like this went live last night! Nice work!
The only bummer is that Grouping isn't something that can be saved to the Search. It seems like the system still decides how to group the tickets based on the how I had them grouped last. Therefore, switching to a different computer can be a little annoying.