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Rune Mai (spiir) 3 years ago in Usability & Interface • updated by Vladimir Mullagaliyev (co-founder) 3 years ago 3

It is really hard to work with UserEchos helpdesk system. For every ticket you have to scroll to the bottom of the page to see the latest answer. Ticketing system is normally designed the same way as e-mails where you show the latest answers first and the backwards from there.... I really hope that you can fix this, as it isnt usefull currently.

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Hello Rune,

You are always able to change comments order. This settings save personally for a user. Just one problem - this order will applied to all topics (Helpdesk, Forum, etc). Please take a look on screenshot



Also it would be nice to see a screenshot from your "favorite" ticket system to understand what would you like to see in our system. Then we will decide if it will be helpful for our clients.

Thank you.

Answer
Under review

Hello Rune,

You are always able to change comments order. This settings save personally for a user. Just one problem - this order will applied to all topics (Helpdesk, Forum, etc). Please take a look on screenshot



Also it would be nice to see a screenshot from your "favorite" ticket system to understand what would you like to see in our system. Then we will decide if it will be helpful for our clients.

Thank you.

thats not what i mean. right now in helpdesk module you show the initial helpdesk request at the top. but you should indeed see it as the last conversational item in the thread... to raise effectiveness you should show alway the latest answer at the top.

Rune, we understood it. But we do not feel any problem with our current realization. Initial request helps to understand what do we talk about with this client. If we will see his last request on the top we cannot understand what does he want.


You have a different opinion. So, we asked you for a screenshot from your favorite ticketing system.

Even in Gmail I see all grouped emails from one person in order older->newer.