SimpleTicket 2.0 (first look)
Here are draft screenshots of SimpleTicket 2.0 (full size versions here oh and here is the ZIP of the PDFs - more recent than these pics):
This is the Tickets:pending tickets view. When tickets hit the system they first show up here. In our install they turn red when they reach 30 minutes without any action. If a user is contacted, but they are not available we set their ticket as “contacted” and it turns green. If a green ticket reaches 24 hours without an update it will turn red. The slider allows the user to select the number of items in the current screen view (20-ALL). In he right column there are alerts, stats, our blog and the key.
This is the Tickets:pending tickets view with detail shown on the ticket. If you click on the text it will expand in a smooth ajaxian way. The ticket detail offers a link to the client’s wiki (i.e. our internal system), quick access to the users email address and detail from the ticket. There are two options 1) take it (i.e. put it in your my ticket view) and 2) close view (to make it all go away). Once the ticket is ‘taken’ the detail and ticket disappears and moves to the engineer’s “my ticket” view. You are then taken to your “my ticket” page.
This is the Tickets:my tickets view with detail shown on the ticket. This is what you would see if you just took a ticket from the pending que. This screen offers the engineer three options. First, they can view the history of the ticket (this will be explained in another view), they can do a quick update (limited) or update the ticket. There is no cancel or close as each time a ticket is opened you MUST update it. The action field is a drop down, time spent is in minutes and must be filled in to be able to click the update ticket number. Notify allows the engineer to send a copy of the update to the user. Now engineers can tag their tickets. Priority is now only two options: low or high. Difficulty is associated with the issue: level 1, level 2, level 3. Next you can reassign the ticket in the same action using the drop down field. Finally, you can attach a file to the update.
This is the Create Ticket ajax pop-up. Almost every page has a “create ticket” button. We simplified the process of creation by putting everything on one screen accessible from anywhere. Now you use a drop down to select the customer and then the user. Engineers can set priority, notify user that they created the ticket, add tags, take the ticket once it is created (versus having to go to the pending view to take it).
This is the Tickets:all tickets view. You can think of this as a search page. There will be an anvanced search tab, but for now this offers a fairly powerful search function. The engineer can view “all tickets” in this view by using the slider (20 to ALL) on one page. The engineer can quickly see the age, the customer, user, subject, last update, priorty and engineer. He can choose to update the ticket or get the ticket’s history.
The most exciting feature on this tool is the combined filter and search function. Engineers can now filter by engineer, customer, status and if they choose add a search term to that filter. The idea is to start allowing engineers to ’save’ filtered searches for future use. There are also buttons for the most requested filters.
This view is the Ticket History view. Each time a ticket is created and updated that information is available on the ticket history page. When you click a ticket’s history you get a browser pop-up (yes a pop-up) that can easily be printed. You can view it while you still have the ticket in update mode. Very simple. The updates are in order of most recent update.
This is the Customer view. Engineers can create a new customer, get information about a current customer or edit that information. Each line has a link to the client’s website, a link to a map, a link to the wiki and an edit button.
This is the Customer detail view. Engineers can click on the text of a customer and a nice ajaxian effect will reveal this panel. The engineer can see basic information about the client including contact information, user info and basic stats.
This is the view when you click the ‘edit’ button for a customer. The information previously entered is shown (not in the picture above) and an engineer can edit it.
Alternatively, engineers can create new customers using the same screen (with a different title).
This view is of the Statistics:user stats view. First the engineer would select the customer and then a list of users would be shown. The slider is missing from this page - this is an error.
This view is of the Statistics:engineer stats view. Enough said.
This is the view of the Statistics:customer metrics view.
This is the Adminstrative:engineer view. Both current and former engineers are listed with contact information. Engineer information can be edited from this view.
This is the Administrative:engineer view with edit detail shown. Here you can edit an engineers information, change their password, select their status and set their access level.
This is the add engineer view (the nav is a little off - an older version). Just like the edit section except that you must fill in all of the data and upload a picture.
This is the administration:alerts/notices/settings view. This page has not been fully developed, but it will allow for global settings, editing of notices and editing of alerts.
This is the adminstration:alerts/notices/settings view with editing view. You can edit the email messages and alerts from this view.
That is it for now.
May 22nd, 2006 at 11:16 am
Wow. Very nice.
Quick question: I know it is not very web 2.0, but is there any plan to implement a ‘printer friendly’ closed ticket feature. The purpose is to get a signature for company records and a paper copy for the client.
There are a lot of benefits for both the customer and provider to have at least the potential for signatures/paper…
May 22nd, 2006 at 3:40 pm
That is a perfect addition for the plugin - i.e. the timesheet/ticket generator. It will also tie nicely into the billing plugin - maybe both! Thanks…
May 23rd, 2006 at 7:53 am
When is 2.0 going to be available for download? I am going to try and install 0.5.1. Should I wait?
May 28th, 2006 at 10:30 am
I would wait. The current code is really just for developer types. The next version should be more non-developer friendly.
June 6th, 2006 at 2:27 am
Looks cool. When it will be available ? I want to test it.