Making updates/notifications obvious on each ticket in tickets module
Putting some sort of notification flag on tickets on the tickets module would be nice.
So, maybe if there's a ticket that has a notification sitting in my repairshopr notifications inbox, then that ticket also has a flag / notification of some sort making it stand out in the tickets module.
And then to have the option where viewing this ticket and/or acknowledging the notification on the ticket (from my account), would get rid of the notification in my Repairshopr notifications inbox.
For instance, if someone else adds an update or changes a custom field (is this a separate suggestion? Because I don't think we can currently get notified about custom field changes. But it would be nice!) , or anything else to one of my tickets, that ticket (and ideally also the update that was made) should easily stand out to me on the tickets screen. It would be nice to be able to mouse over it, see the update that was made, and also be able to mark it as read or acknowledged to remove the flag.
It could show as a flag, or a bold ticket, or the ticket could show up with a different color. I imagine any of these would work fine.
It would also be nice to be able to filter other tickets and show only tickets with updates for me to see (Probably being able to exclude certain ticket statuses, like resolved, most of the time. But the way I have my notifications set, I don't generally get notifications about resolved tickets anyway)
I imagine these notification flags / color changes would be tech independent. i.e. it would only flag tickets with my name on them or if I had my notifications set to be notified about tickets like this. And "marking it as read" or acknowledging the notification for me wouldn't necessarily mark it as read for someone else who is set to be notified about the change. Although I could see where someone might want that option too.
I usually monitor the new tickets group, and in-progress group, and waiting for customer group, so something standing out on the tickets screen, where I'm monitoring those several times throughout the day would be really helpful.
Problems this would fix:
This would prevent issues when distracted or inexperienced techs do manage to leave a note or make an approval or custom field update, but fail to change the status of the ticket. (Our current policy is to change the ticket status back to new when an update has been made that the ticket owner or another tech needs to see). Occasionally a ticket falls through the cracks and doesn't get looked at for a while due to the fact nobody noticed it had an update.
I realize we can get notifications if we click on our name, and click notifications, or if we click the little bell on the right. But I find this list hard to scan, and it mostly wastes my time with information I've already seen (when the techs, or rules properly update ticket status I don't need or like to see the notifications. So the rare notification that might be helpful to me is lost in ones that don't matter to me anymore. Changing the notification rules wouldn't help me in this case. I would have to change my workflow to completely depend on notifications instead of or in addition to the tickets screen - Me and my techs have found this less productive / time-wasting.). I think the layout is easier to scan in the tickets module.
However, I think these notifications would be far more useful if they showed up on the tickets in the tickets module where I'm already keeping a watchful eye all day long. I like having everything laid out neatly on one screen. I think it would make it easier to use and save time.