Thank you for agreeing to share your feedback and insights to make Deskpro Horizon better. We will present you with a potential feature idea about improving view settings for ticket queues, before asking some questions about your experience with the current setup and your feedback on the new feature.
🔮 Feature Idea
One of the most important workflows in Deskpro is for support agents to work through Ticket Queues. Setting up each queue in the right way (i.e. defining displayed fields, sorting, grouping, etc.) plays a critical role in allowing agents to customise and streamline their workflow.
To improve the usability and management of field settings, we’re looking to introduce the concept of three different view modes: Default View, My View, and Global View.
Default View is the queue’s default setting. This can be the original setting set by Deskpro or it can be set by the organisation Admin.
Global View is a personal default setting for queues. It can be used to override the Default View and apply a customised setting to all of your queues. However, once enabled, you can still edit field settings for queues individually by applying My View.
My View is the customised field setting for a queue. This setting is personal (i.e. not viewable to others), and would override any other view settings on the queue.
Only one view mode can be applied to a queue, under a certain Board View at a time. For example, when you are on the queue Unassigned and has chosen the board view Table View, your choice of view mode would only apply to Unassigned: Table View. The view settings would not carry over to Unassigned’s Dual-Table View.
The same logic applies even when a grouping option is applied to the queue. For example, if you have applied a grouping option, Group by Agent, to the queue Unassigned, and has chosen the board view Table View, your choice of view mode would still apply to Unassigned: Table View.
There are also some incremental improvements in this new view settings menu. Firstly, you can drag and drop to reorder fields with ease. Secondly, you can now select the displayed state for certain fields (i.e. to show the agent field in the avatar format or to show agent name as a text field). Thirdly, you can specify whether to scale table columns dynamically or not in all of the view modes.
Sorting and Grouping
We are also looking to improve sorting and grouping on ticket queues. On an organisation level, admins can set a Default Sorting and Default Grouping option for each queue under a specific view. To override the default settings on an individual level, we are introducing the following:
New grouping menu for agents to modify the grouping and sorting option and sort order when they’re viewing the queue
New sorting menu for agents to modify the sorting option and sort order when they’re viewing the queue
The language of explaining sort order is improved to reflect the nature of the sort item. For example, we are using A → Z for text fields, Highest → Lowest for urgency, and Longest → Shortest for date and time fields.
Agents can perform sorting by clicking on the table column header and reverse sort order by clicking it again
There are a few changes regarding this feature idea that are yet to be implemented. For one, the ability for Admins to enforce a Default View per queue for all agents and disable both the Global View and My View options for the organisation is still being built.
The Board Views are also getting a design refresh. We are looking to update the Dual View to a Condensed Table View for greater consistency between views and to optimise software performance. Moreover, a Kanban Board View and Dual-Kanban Board View are also in our pipeline to aid the visualisation of tickets and to provide another way for you to customise and streamline your workflow.