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After message is sent in new ticket view, please refresh view to top of screen

Related products:Freshdesk
  • May 14, 2013
  • 3 replies
  • 37 views
J
Contributor

I love the new Send and... feature along with the new ticket view. But there's one usability issue that's driving me a little nuts. 


I'm at the bottom of the screen, I just typed a new reply to a customer and clicked Send and Set to Waiting for Customer. The message is sent and I'm left at the bottom of the screen which at that point is a pretty useless place to be. To go back to the Dashboard so I can get the next ticket I have to scroll back up to the top.


I would love if after I Send and... a ticket reply, I'm automatically taken to the top of the screen where i can either click a new tab or update other things on the ticket.

3 replies

annapoorna.venketaraman
Skilled Expert
Forum|alt.badge.img+8

Hey Judi,


Thank you for posting on our Forums. 


Now, whenever you hit Send and Resolve or Send and Close, you will be taken back to the tickets page. But in the case of Send and Awaiting Customer Response or Send and Pending, we assume that you have not finished your work on the ticket and this is why we don't take you back to the tickets page. 


Also, you have a link on top that says Tickets that will take you back to the ticket page. May be this is not really prominent and you might have missed it. We are working on improving the usability on the ticket and hence will be making some changes to address this issue and include other options. 


Thank you again for your suggestion. Please keep it coming.


Thanks,

Anna


Head of Community
J
Contributor
  • jsohn
  • Author
  • Contributor
  • May 15, 2013

Hi Anna, Thanks for the response but I think you're missing what I'm saying...


I think it's great that it stays on the ticket page after you send and set for Waiting for Customer. Exactly what I want. BUT - it's where on the page you're left that's the problem. When I reply to a ticket that maybe already has a number of replies on it I'm alllllll the way down at the bottom of the page. In order to do anything else after the reply is sent, I have to scroll my mouse, or page up, page up, page up however many times to get to the part of the screen that I can actually do anything.

annapoorna.venketaraman
Skilled Expert
Forum|alt.badge.img+8

Hey Judi,


The 'Tickets' link at the top of the page is part of the sticky header and you do not need to scroll all the way up to move back to the tickets page.  You also have a navigation bar that can take you to the next/previous ticket. 


I am attaching a screenshot for your reference. 


Thanks,

Anna

stickyheader_12257.png
Head of Community
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