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Help Topics improved #974
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Jun 5, 2014
Hi, we just looked at the improved help topics / the whole develop next branch today. Even though this is already merged, here some positive feedback to the improved help topics:
But in our eyes there's something else that also could be improved (if we did not missed something that is may already implemented)
@Chefkeks may main feedback is that the help topic should not be used by the client to select the department. The help topic should be used to capture the nature of the support request and allow the client to fill out additional information. You can use the filtering feature for greater flexibility in sorting and routing tickets.
We now support adding forms after the fact. So you can always (as an agent) staple a form to a ticket and then ask the user to visit the client portal, edit the ticket, and add the new information
We see / use them a bit different here based on the history of our old (self-made) ticket system, where we "trained" our users to fill out the form (if there is any). So our users (old & new users) first check if there is a form for a request (e.g. New user account, Order new hardware, etc.) to make sure the request is directly assigned to the right person and all the info that is required by that staff agent is provided by them.
Sure there are also users (mostly new users, but also some "training-resistance" old users :D) who do not use our forms in first place. In such cases we reply them by adding the form and tell them to use it. And exactly here the users and also the agents are complaining about the usability which has a top priority for us and was also one of the main reasons for choosing osTicket!
Let me explain that usability complainment and start with the users. They get a mail / reply from the system with the notice to fill out the form. The click on the ticket link and see the ticket and now they often stop and think "Ok here's my ticket, but where's that form the agent told me to fill out?" ... "Ahh here it is, but how can I enter the information into that form" .... "May I need to click into the form area" ... "Hmmm, no..." ... ... ... "Ahhh, there's an edit button at the upper right corner, ok now I can finally enter the information". Some also are telling us it's hard to find and that the "usability is really not good". Same for some staff agents, only once every few month I guess they need to attach a form and in that case they start searching like "where was that option to add a form" ... "must be next / somewhere around to the ticket reply box at the bottom" ... and so on till they found it or called us to quickly ask.
Don't get me wrong it's not that HUGE problem or so, but it's like "That again...". I think that we have a different approach here since we optimized our old self-made ticket system together with our department for usability (of software, apps, websites, etc.) and so the expectations from users and also staff are quite high. We always get offers / tipps / hints to optimize our systems usability and there also have been some suggestions / hints how osTicket could be optimized (from a UX point of view), so in case you like to hear it, let me know. Overall their feedback was really positive and nothing like "that's totally crap" or so, but some usability improvements could be made ;)
Sorry for that maybe a bit too long comment,
I see your point. Should we create a new issue to get the UX fixed?
Perhaps we should scan the ticket meta-data when the client is viewing a ticket, and, if there is a required field (that is visible and editable by the client) that does not have a value, display a banner above the "Post a Reply" box with something like
That's a great idea with the banner! In case I should create it, let me know, otherwise please go ahead and create a new issue to get the UX "fixed" :)
Btw. About 3 weeks since 1.9.1 and I noticed there are already the release notes for upcoming osTicket 1.9.2 with lots of fixes and improvements - that's really impressive!