Freshservice is the fastest-growing ITSM vendor - Gartner 2020 Magic Quadrant. Learn More

Start a new topic
Answered

Auto Expand 'Notes' when Loading Changes

When opening a Change record, can the 'notes' section be set to auto-expand using a FreshPlug? We often use this section to add additional/progression info to a change that is easily missed by supervisors when reviewing changes.


Advice would be appreciated!


Thanks


Best Answer

Hi All,


We have a native app called - Ticket Conversation Customizations available in our Marketplace where you can choose to expand all the interactions on a ticket by default. In addition to this you can also view the latest response/note on the ticket at the top.


      



You can install this by navigating to Admin >> Helpdesk Productivity >> Apps >> Get More Apps >> Ticket Conversation Customizations.


Also, the notes added to Changes will be auto-expanded with a scroll bar to scroll through when you click on the 'Notes' tab.



We hope this helps.


Regards,

Sanofar


1 person has this question

I would like to see auto expand on all tickets, not only Change. The behavior on both Mac and Windows appears to scroll down to the bottom of the page when opening a ticket. All history is collapsed by default, and because the ticket auto scrolls to the bottom of the page, it hides the "Expand" button forcing one to scroll up to expand and see all entries.


Expand should be a customizable feature that allows the agent to turn on or off.

Hi Donna,


We certainly understand your need, the reason why it's designed such a way is to reduce the load time of the ticket. If a ticket consists of 30+ notes then the load time of ticket might be very high.


Let me check the possibility of disabling the collapse function specific to an account. I’ll have one of our support engineers reach out to you to check if this could be achieved through Apps.


Cheers!

Sanofar


Answer

Hi All,


We have a native app called - Ticket Conversation Customizations available in our Marketplace where you can choose to expand all the interactions on a ticket by default. In addition to this you can also view the latest response/note on the ticket at the top.


      



You can install this by navigating to Admin >> Helpdesk Productivity >> Apps >> Get More Apps >> Ticket Conversation Customizations.


Also, the notes added to Changes will be auto-expanded with a scroll bar to scroll through when you click on the 'Notes' tab.



We hope this helps.


Regards,

Sanofar

Login or Signup to post a comment