Jitbit Helpdesk - Rename mention "Ticket" by "Case" (everywhere) : Ideas forum

Jitbit Helpdesk

New Suggested 9/15/2022 by Renault DEMANGER

2

votes

Rename mention "Ticket" by "Case" (everywhere)

SITUATION :

Everywhere on Jitbit, the term "Ticket" is used

PROBLEM :

For some users, the word "ticket" induce the idea of :

1. FEELING\Queue = Potentially SLOW treatment

It is true that user is in a queue

But users are often affraid (sometimes wrongly) by the feeling of "queue" = Waiting time

2. CONCEPT\Number doesn't explain the concept of CASE

The concept of "ticketing" is for sure to place the demands in a queue

But the concept here on Jitbit is also to centralize all informations concerning a subject (individualized task) in a case.

Concept of "queue" can be explained by the ADMIN or understood by USERS by another way.

IDEA :

Rename the word "Ticket" by "Case" everywhere on Jitbit.

This wil explain the positive concept of "Information centralization".

By this way, the USER\Bad feeling "I'm in a queue" will be replaced by USER\Good feeling "My job is done correctly, all is registred and all parties can see it and understand who do what and how"

Fact to be in a queue can be explained and understood in a softer way.

gui ticket

Vincent Minon

Hi,

I agree with Laurent

On top of that, I would suggest to do change in French "Ticket" by "Dossier"

Best regards

Vincent

9/15/2022 6:57 AM

Michael Milnes

Please, if this is the 'case' (pun intended) make it an option. We use Ticket for this system and Cases for another system in our dev lifecycle.

9/16/2022 12:45 PM

Vincent Minon

I agree. Tuning can be done giving access to various topics and translated topic

9/16/2022 8:44 PM