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Hi @Kraleemil Kristian! There are some nice ideas in here that I shall have a think about this week. One quick question…. Regarding navigation to other modules you should have a waffle menu at the top left of the corner which allows you to jump to other modules quickly so you shouldn’t have to go to a home page to then go to another module. Please let me know if this is ok for now. I might make a permanently visible left nav bar as an option! 😁 |
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I'll grab some screenshots later at work, you can see how I imagine it. |
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You can see the photos here, you can select in the bottom of the sidebar. When clicking a item in the sidebar it would open in a tab inside top desk.
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Hi @Kraleemil I have been giving careful consideration to the ideas you have described on this thread. Some of them I think are particularly good but I need to be careful that I don't slowly allow FreeITSM to morph into a TOPdesk or HaloITSM clone. Tabs do not fit particularly well into the design however I think I've been able to come up with something that's a bit more original, flexible, useful and will work nicely on mobile too. Introducing the new "Recent" panel on our waffle menu. 
Please have a play with it and let me know how you get on. Key features:
Thanks Ed |
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Hi What about these features, properly mostly the ticket view.
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Hey, I was looking at the current workflow and navigation, and I had some ideas for optimizing the UX. Taking some inspiration from enterprise platforms like TOPdesk, the goal would be to reduce context switching, make navigation faster, and create a single-page workspace feel.
Here is what I’m thinking for the layout and workflow:
Rather than having a main homepage full of buttons for each module, it would be amazing to move module navigation to a persistent left-hand sidebar.
This way, you don't have to navigate "back to home" just to switch from the Tickets module to the Assets or Knowledge Base modules. It keeps everything one click away, no matter where you are in the system.
With the module buttons moved to a sidebar, the actual "Front Page" could become a customized dashboard tailored to the logged-in user.
The Dispatch View: For example, the top of the dashboard could feature a "Dispatch Queue" showing all new tickets that are not assigned to anybody yet.
My Workspace: Directly beneath that, a specific view for "My Open Tickets" so an operator immediately sees what they are responsible for as soon as they log in.
Internal Tabs: Instead of relying on browser tabs, it would be great if opening a ticket, a user profile, or an asset opened an internal tab within the FreeITSM interface. This makes it so much easier to multitask if you get interrupted by a phone call mid-ticket.
Top-Down Ticket Flow:
The Top: Keep the original request pinned at the top so you never lose context.
The Middle (Action Area): Instead of a separate "reply/send email" section, just have one main text box. Beneath it, a simple toggle: [ ] Visible to Requester or [ ] Internal Note. Updating the ticket handles the email dispatch automatically in the background.
The Bottom (Timeline): A unified, chronological history showing everything—internal notes, status changes, and emails.
Email Handling & Smart Lookup: If you click an email in the timeline, it should pop open in a preview window or a new internal tab. Additionally, when an email comes in, the system automatically pulls the user's info. Clicking their name should quickly show you what assets they have and their open tickets.
This kind of setup changes the feel from "navigating a website" to working inside a live, high-speed workspace.
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