What is the problem?
Short version - the Apps 'area' within tickets just has way, way, too much information in it if there's a number of good apps which you need people to use.
Apps shouldn't be limited to being placed in this bar.
Why is it a problem?
Have more than three apps on your instance for tickets when viewing on a small screen - and you're going to have to start scrolling to find the app you need.
And what if your instance Admin has been smart enough to install the Oops application. That's great for you, as it gives you an extra chance to proof what you send before it goes. But do you *really* need to have space taken up in the apps list by it? No, you do not.
And if you're like me, currently transitioning between two eCommerce products, and need to have both of their apps installed - well you're going to have to uncollapse each one to see which has relevant data.
Time consuming, and painful.
How do you solve the problem today?
Short of collapsing the apps you don't always need but want available, limiting who sees what apps, and only installing what you need - there isn't really a good solution to this.
How would you ideally solve the problem?
- Apps like Oops that exist only to provide the logged in user a preference or feature: Allow these preferences to be managed by the user somewhere else - i.e. clicking on their User at the top of the screen, and having an option for user-specific preferences, which could display any preference options from installed apps.
- Ticket title/user area: Improve this greatly - by taking some of the indicators in the User data admin panel app, and integrating them here.
- Allow apps to be more sensible: Take Ticket History as one example. If the user the ticket is from has only one ticket in total, why is this App taking up so much space. It simply should reduce the amount of area it consumes and simply return "No other tickets for this user". Or even better, just not display at all when there's no other tickets to show.
How big is the problem (business impact, frequency of impact, who is impacted)
- Business impact: Minimal, but a constant annoyance
- Frequency of impact: Constant and persistent
- Who is impacted: All users with more than three apps installed on their Support instance
Examples of the issue
In order to do everything I want and to make life easy for my web-based agents, we currently have nine (9) apps installed that appear in the Support > Tickets area.
We love these apps, we need all these apps, but there has to be a much better way to design the Apps panel to provide the balance between functionality and usability.
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