Hi,
First of all, sorry for my bad english.
I think that the Tickets page should get some modifications on its interface, because:
1 - the current way to manage custom views is a little poor implemented. You cannot rename or reorder the Custom Tickets Views easily...
2 - i thinks the custom views are the most importante feature on this page, because its what the agent use the most. So it should not be displayed hidden in a dropdown list, but instead, should be always visible to switch easily between them with one click.
3 - the current Filter options are great, but I think there is no need to show it all the time. I think they should be under the hood, leaving a very much important space that could be used in a better way, like displaying more columns in the the tickets table, so its easier to find the information. The Filter Options could be hidden under an "Advanced search" expand link.
4 - if you have one column for each information, you can sort it by clicking on the Column label, which is much more usable for fast sorting needs.
I think that the interface could get very flexible with columns.
I did some sketches to give the ideas:
* When you click in a column, it sorts the table.
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When you click "Edit Views", it would show the configuration of the current view, and buttons to reorder and delete custom views.
To edit other view, you could simple click in the name. to rename, double click it.
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Another idea: for fast browsing, you could change the settings "on the fly" for each column. When you hover the column title, it show an "Edit" button. click that and it opens a little popup:
Thats it.
I really hope that some of these features comes to life, or inspire you for better ones. Would be great for my team's workflow...
Congratulations for the great work you are doing with freshdesk.
Thanks,
Atimoda
