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New layout of questions list views
We are going to change current questions list layout to following format:

There are key changes:

1. Multiline layout instead of a grid:
First row will contain question number and summary description.
Second row will contain who and when have opened the question.
Third row will contain current question assignee.
Fourth row will contain question status and last update information.

2. No pagination and always sorted in last updated displayed first order.

3. Filters will be simplified by providing free text filtering at top and list of question filtering links at the right side.
So all filtering will be made in one click.
Support Desk
Slava Shynderov  Staff 
Date Created
3/9/2011 7:30:34 AM
Date Updated
7/15/2011 4:59:15 AM
Not Planned
Promoted By
Vilma L. VargasSlava Shynderov  Staff 
Laurie George 3/9/2011 10:02:24 AM
I have tried the new option and while it may work for some, I and my colleagues prefer the way it is set out now in a grid as we find this easier to read with less clutter. If this is going to be implemented as a permanent change, please allow us to choose which layout we want to use between the new and old style, rather than forcing the new one on everyone.

Thank you.

Laurie George
Joshua D. Miller 3/9/2011 11:19:10 AM
I have to say I am not a fan of the new layout. It is much harder to quickly glance and see data points to assess. The old way, our staff could quickly look and easily see unassigned tickets, and who placed them and when. The new way, is much harder on the eyes in terms of finding distinct data points.

Gary Thompson 3/9/2011 11:25:39 AM
I don't care for it. It has less information, and when we have 20-30 cases at many times, we will be doing a lot more scrolling. It's much harder to see anything at a glance.
Michael Sing 3/9/2011 12:31:21 PM
It's too cumbersome for one thing so I will not be able to look at as many tickets as I could previously on one page.

I don't like how you cannot sort by headings either (Summary, Status, Opened By, Assigned To, Category, Created, Updated) not that it is the best as it now will only sort chronologically or alphabetically from first to last. But it is better than nothing which this layout seems to go to.

You mention free text filtering but I'd have to see it in action before I would say it was a good idea or not. any free form text searches for me with other applications seem to grab more false positives to be useful.

I also don't see anything allowing you to sort by date and time or is that in the filter also?
Jackie Koehler 3/9/2011 12:49:44 PM
We would like the option of keeping the old format too. I'm not sure this will be an improvement for us.
ST - Carlton H. 3/9/2011 1:10:32 PM
We require the ability to sort by Status, Opened By, Assigned To, Category, Created, Updated which is not available in the new view. We also must be able to view the list in Created order to insure timely resolution of inquiries.
Vilma L. Vargas 3/9/2011 3:52:22 PM
I don't like the new format. It is not easy to read, too cluttered. With the old format you can easily see all requests and could find the urgent ones with ease. I prefer the old format or at least the option to use it if you still promote the change. By the way, I clicked on the PROMOTE button, but I really do not PROMOTE such a change.
Leila Woolheater 3/9/2011 6:32:32 PM
Being able to set the new format as a "per user" option would be ideal. I would like to be able to assign the new layout to new users or other users who don't have that many tickets to manage. If it was an organizational choice like including the photos of staff, that would work too.

For Tier 2 support, most of the time, Vilma and I (we work together) would prefer to skip the new layout and keep the ability to skim through faster and sort.

Thank you for trying so many different ideas, and thank you for letting us preview it first.
Jecki Elbaz 3/10/2011 1:28:16 AM
i don't like the new format, its much less the the current one.
the data format is harder to understand.

Slava Shynderov  Staff  3/10/2011 2:44:08 PM
Thank you for your feedback.

We are listening to our customers, so we are refactoring questions list layout in order to make it more tabular and return sorting capability. Could you please review it again?

The main challenge for us is a new filtering system (a new column at the right with quick filter links). Would it work for you?

Gary Thompson 3/10/2011 3:07:53 PM
Personally, the filters on the right are useless to me. I can do the same thing from the main Questions screen. I'd rather have it the older method but be able to pick my own fields. Ex: We created a custom "Priority" field that would be nice to have it with the original screen columns.
Laurie George 3/11/2011 3:15:55 AM
After looking at the new changes, I will concede that it is a much better effort than the first attempt. I do agree with the previous comment that the added filters do not really add much use as they are already available from the Questions tab.

I also prefer the old values for created and updated columns as they provided the actual dates at a quick glance. The priority and account manager fields are un-neccessary from this view for my purposes too.

If the new priority and account manager fields are removed, so that all the data appears on a single line, with the new filter on the right, then the new layout is tolerable.

I would like to re-iterate my previous comment that the best way forward would be to allow us to choose between the new and old layout.
Jackie Koehler 3/11/2011 2:54:01 PM
I still like the the current setup better and would be dissapointed to lose it.. We don't have our clients log in, so the photo option is useless for us and just takes up space. I also much prefer to be able to sort by columns as we currently do.
MailAgent Support 3/17/2011 1:14:03 PM
The company name would be very useful to see.
Leila Woolheater 3/22/2011 7:32:36 PM
The latest iteration of the "new" version is getting better. For the new layout, I'd like to see Page options for previous and next page. The current maximum in the new layout is 200. I looked, and the new layout doesn't have an option to go to the next page of Open questions.

In the new layout, it looks like the right-side filters are whatever is on the "Questions" tab layout for your Role. I confirmed it by adding a value to my role's "Questions" tab layout, and it went onto the right side of the new layout. These settings also seem to have some impact on which columns display, which is convenient. It provides control over the order also.

If possible, I would like to the old and new question list layouts available as options.

Vilma L. Vargas 5/3/2011 5:47:36 PM
I do not see a NEXT PAGE option or PREVIOUS PAGE option to scroll through questions, if you choose to see 10 at a time, etc.
Vilma L. Vargas 5/3/2011 5:51:00 PM
Did you remove the actual date and time stamps from the browse questions list? I only see hours ago and days ago instead of actual date and time stamps. It is critcal to see the actual dates, unless you can set these fields back and forth for those who want to see it in days and hours.
Karin Konigs 7/6/2011 1:23:08 PM
The filter is useful, but I am used to filtering on the opening page. I did notice that once you choose a filter all further choices are only within this filter, which means that I should have to go back to first page to change my view. I don't think this new view has advantages for me. Wonder what made you develop it...
My vote goes to the current lay out. Sorry.

The sorting is very important, and since I am at it, could you add the option to sort ascending in stead of descending on creation date (by clicking on it while it is sorted, like MS does)?
I do have some other wishes, like reassign, move and edit in 1 click, or a priority field on which I can sort (I have a custom field now, but that doesnt help me a lot).
Sales Team 7/15/2011 3:21:37 AM
Please do not remove Status and Updated from the summary view! Original multi-column view has more information and is easier to process quickly.

New "Search" filtering is not nearly as precise as per field filtering. I may need to find "updated" as in status and not just the word updated in any field.

No pagination?! How do I get to older items? I have to "Search"? Please say it isn't so!

Proposed change is definitely not an improvement. What is the reason for it?
Slava Shynderov  Staff  7/15/2011 4:59:15 AM
Nothing to worry about, we've decided to put this on hold for a while until we'll have more robust solution.
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