Jitbit Helpdesk - Show tickets as Read / Unread, like email does : Ideas forum

Declined Suggested 3/11/2020 by Mark Marino

9

votes

Show tickets as Read / Unread, like email does

Similar to the way all email apps work: unread emails are BOLD and as soon as you read it it goes UN-bold. It is a quick visual way to know if you have missed something.

The idea would be to use some kind of indication of when a user has a ticket that they have not yet read, or, a ticket that has been updated and they have not yet read the update. Could be bolding, or background colour, or font colour, or just an icon.

The tricky part is that tickets are not static like emails are. You may read a ticket, and then a minute later someone else makes an update. The email would have to turn bold (unread) again because you have not read the update. Programmatically it's basically tracking the read status of each ticket at the user level. And when the ticket gets updated the read status is reset.

Alex 2/10/2023 12:45 PM Tech

Tickets are different from email, as in - email is individual, but tickets are a SHARED environment. When marking something as "read" - it's unclear "read by WHO"? Different users will have different opinions on this, like, someone would prefer "read by ME", others would want "read by ANYONE".

We do have a "unanswered" queue, that, basically, lists all tickets that require attention.

Relevant Data Solutions 2/10/2023 1:31 PM

Read indication: I would care if *I* read it or not. If I have 10 tickets on my screen, but only 1 is bold, I know that has an update that *I* haven't read yet.
The non bold ones, regardless of their status, I know have read them already. It helps make us more efficient.

un/Answered indication: yes it's already there, I can see when a ticket is unanswered by anyone.

But you raise an interesting point. Should we care if other techs have READ a ticket? Yes and no. Of course they might even read it via email. But it would be nice to know if other have read it and ignored it.

So, priority 1: let me know if I have read the latest ticket.
Priory 2: let me know who else has read the ticket. (Priority 2B: can track if they read the email notification as well, via tracking pixel).

Just my thoughts.