SimpleTicket Wireframes Update
We realized that we needed to update the customer view of SimpleTicket before we released the new backend. These wireframes were whipped up today. Let us know what you think. We are still thinking through a few issues (password recovery, login, account creation) and we are not certain this is how it will all turn out, but it will give you a glimpse into our thought process:
Most users will only see this view once. After they login they set their cookie and they only see the Create New Ticket page.
We decided to include three things in this view: 1) login, 2) password reminder, 3) create an account. Hopefully this isn’t too much for one page, but we wanted to keep it very simple - fewer pages, less navigation.
We removed priority settings. We have been using SimpleTicket internally for six months and less than 1% of users actually set the priority. We still have priority for internal use - i.e. by the engineers, but that is really for their uses.
This page is the default view for most users after they login for the first time.
This page starts out with a list of a users open tickets. If the user clicks on the “open ticket” link the Ticket detail opens and allows the user to view the ticket history, close the ticket (i.e. really close it), escalate the ticket to a manager, or close the view. Of course the user can still update the ticket with additional information. Note the two feed icons. Users can get an RSS feed for all of their tickets - i.e. so each time they are updated they get a notice in their newsreader. Users can also limit their feed to a specific ticket.
In our new closed ticket view, works just like open ticket view, but the users can reopen tickets if they wish. We have lots of users not happy that their ticket was closed - this gives them an easy way of re-opening it.
We now allow the user to update any of their information themselves. No more tickets asking us to update their information!
July 19th, 2006 at 10:18 am
Looks awesome. Two things I don’t see in the wireframes:
-Is it still possible for users to see tickets “organisation wide”? It would be nice if this is an option for a user that must be activated by an engineer
-Will you add some search functionality for clients so they can easily find old tickets or tickets in a certain period or on a certain subject?
Really nice that you added a way to escalate tickets for clients, how will this work on the “inside”?