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'Interactions' feature UX upgrades/tweaks



Posted Mar 12, 2024

This is sort of a three-way featurability request in interactions snarl:

  1. The way Interactions appear in tickets, only tickets where clients are in the "to" field appear in interactions, as opposed to including CC's. 
  2. The "details" icon, which provides visibility on more tickets, is also hard to see and parse the meaning of, and
  3. Archived tickets do not appear in interactions unless you click the "details" icon, making it seem like users have far fewer interactions than they actually have.

Here's an example of each and how it became a problem.

Include CCs: A Stranger Needs Access

In issue one, a user emailed our support desk asking for access to an administrative area. This is an usual request, from an unfamiliar user. So I take a quick look at the "interactions" bar to see if we've granted this user admin viewing rights in the past--and ony the ticket we're currently on appears. Without seeing cc's, it makes it seem like this is a totally new user we've never interacted with before, and it makes the request seem unusually suspect, even though I later find out this user has been granted admin permissions.

Improve Design of "Details" View

Of course, there is a way to find this "hidden" ticket--it's by hitting the details view. However, it takes me a long time to figure this out before I finally realize it's this tiny box icon:

We can get some alt text ("view more details") on a hover, but the icon is small, and I don't think it's relationship is obvious to interactions. Instead or in addition to, I would add a view details link at the bottom of the listed interactions. It could say "View More Details", but "More Interactions..." might be even better: 


Increasing Visibility of Archived Tickets

This would go a long way to solving the issue of not seeing prior tickets by itself; our UX tells us "There are more interactions to see!" without taking up screen space or pulling from archive.

But I would suggest it might be useful to include a prior number of interactions instead of a timespan of interactions, if possible--pulling even 2 or 3 archived tickets from the archives on an interaction would go a long way to giving the support specialist a little context without requiring interactions to pull ALL archived tickets into the view.

Another note on CCs

It's worth noting, even when you click on details, you only see requested tickets, so you still don't get tickets with the cc field. Normally not a huge deal, but in this case it was confusing, because the first ticket the user access appeared on was a cc. This is pretty normative behavior for helpdesks where the point of entry for access from, say, a vendor is an email. 

Worse, even when we manage to see "oh, the total number of tickets is higher than 'requested tickets', so there must be more tickets visible somewhere" and then if we managed to parse "oh, it must be the dropdown under requested tickets", still the user can only toggle between a boolean state of "tickets where they're the requester" and "tickets where they're a cc":

A few takeaways from this:

  • Consider making the default tickets list include both Requested TIckets and CCs as an "All Tickets" view, or letting admin turn that on as a default view.
  • Consider instead of having a boolean dropdown, having the option to filter tickets by to or cc or all, even if "Requested" is the default state.
  • Consider even creating dynamic filter views within cards; you can do this in search already, so one possibility is just putting a search bar in that re-routes the user to existing search functionality, parsing the relevant keywords for them.

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3 comments

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Shawna James

Community Product Feedback Specialist

Hey Katherine,
 
Thank you for taking the time to provide us with your feedback and these use cases. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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Im not a big fan of the interactions window shown when accessing a ticket. This has been confusing to many of our agents. Is there a way to turn off, disable, or not have this information visible?

Thanks!

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Kevin Nelson having it turned off would also be an option! We also wouldn't have been confused by the limited number of interactions if the interactions pane just didn't pop up.

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