Hi,
We are in the process of revamping ServiceDesk Plus and we begin with the 'Request' Module redesign.
Here is the Demo . Its in HTML static with sample data and navigation links given for popups and inner sections that brings a kinda click-and-feel user experience.
Comments, queries & suggestions are welcome..
What's New?
List View Interface
On-hover Action Menus
- Work on individual Requests right from Request List View.
- Edit, Close and Delete a Request.
- Add Work Logs & Resolution.
Conversations & Attachments
- View & Reply to Conversations Quickly.
- Yet-to-respond Conversations count.
- View & Download Attachments.
- Perform Conversation & Attachment related Request Operations from Request List View itself.
Request Filters & Favorite View
- Configure New Request Filters (apart from the predefined ones).
- Create Favorite Views based on their requirement.
- Organize Favorite Views using drag-n-drop customization.
- Classify Requests List easily.
Bulk Assign
- Bulk assign tickets to Technicians.
- Organize Technicians based on Sites & Groups.
New Request Fields SLA & First Response
- Respond to tickets quickly.
- Focus on tickets with greater severity level.
Keyboard Shortcuts
- Work on tickets quickly and easily.
- Reduce time spent on accessing and updating tickets.
Details View Interface
We have wireframed two different variations: one with vertical tabs (UI 1) and the other with horizontal tabs (UI 2).
To present a clear picture of requests, we have separate tabs for Conversations, Request Info, Resolution, Tasks etc.,
UI 1: with Vertical Tabs
UI 2: with Horizontal Tabs
First Call Resolution (FCR)
- An FCR icon (associated to requests solved on First Call).
Conversations Thread with Filters
- Filters for viewing Technician/Requester Conversations Separately.
- Expand and view lengthy conversations by clicking 'more' button
Other Features
- Only Significant Request Fields being displayed (with a more button for adding/viewing additional fields).
- Filters for viewing Technician/Requester Conversations Separately.
- A Smart Requester Section.
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