Get started with a modern, accessible and a scalable experience for Problems : Freshservice

Following the recent redesign of our tickets with a modern view, we are now introducing an enhanced experience to the Problems. In the redesigned problem view, you can expect the following upgrades:

New features
A more scalable and accessible framework to work with
Tweaks to boost the overall experience
Improved access to applications and properties filter

Where do I find it?

1. Navigate to the problems module. The Modern view will be enabled for you

Note:

To switch back, click on the Profile menu > “Switch to Classic view” toggle.

What’s new?

Enable compact views

Optimize your screen space and work efficiently with more problem entries within a single view. With compact view activated, you can condense the display of rows, enabling you to view and work with more problem entries simultaneously.

Add multiple attachments

You can now add multiple attachments at once and share complete context about your problems.

Quick jump navigation

Jump straight to your next activity with the quick jump navigation bar.

Explore activities better

Navigate a fresh suite of clear sections: today, yesterday, and older. We’ve refined its user experience and behavior to reflect dates (which are now sticky on the top while scrolling) and a better overview for you.

Enhancements to table view

With the new and improved problem table view, increase your team’s efficiency with a robust and clutter-free user experience. Here’s what is new:

Star your favorite view: Star your favorite view to access the custom category of problems faster. When you save a problem view after filtering problems based on properties, you can easily add a star to mark it as a favorite. If you change your mind, click the star again to remove it.
Row indicator as accessible focus indicator: The row indicator indicator will be a visual cue to the desired problems. The focus indicator will highlight the problem the agent desires to look into.
Keyboard shortcuts to navigate: While using the keyboard to traverse, the up/down arrow keys can perform shortcut actions.
Click on subject line to open ticket: The agent can delve into the details by clicking the subject line of the problem.

What’s improved?

Details page

White space, also known as negative space, enhances visual clarity, improves readability, and provides a sense of balance. You can now enjoy a more scalable layout with optimal white space, consistent spacing, and typography for more clutter-free navigation.

Time entries

We swapped the “Add Time” link for a button for accessibility and enhanced the overall readability.

Optimized and accessible filters

Eliminate unnecessary bandwidth consumption by instantly displaying results as filter criteria are being applied. Users can add their criteria and click "apply now" for an improved and more accessible filtering experience.

Associate changes better

With the new view, you can now associate changes better by:

Using templates while associating a new change
Using field values from the parent problem to create a new change
Associating multiple changes with one problem

What’s changed?

Tabbed view

We’ve now lumped in a sticky tab that’ll introduce a new menu called “Details” to help you navigate easily to other items with any scroll position. So, no more having to look far and wide for your conversation and its description.

Consistent create new buttons

We’ve chipped in with new links placed strategically at the top right corner for consistency.

Hassle-free problem editing

Spot the edit problem-button easily from any scroll position.

Refreshed tasks view

Status, edit / delete options and new task creations are now moved to the slider. You can access newly created tasks easily as they will now be added on the top until the page refreshes in a separate section.