With Agent responses, Requester responses, and notes; tickets tend to become cluttered with all kinds of information which tends to bury important notes or replies. Sometimes I can scroll through dozens of notes in a single ticket before I can find something relevant. I think there needs to be a separation between Agent/Requester conversations and technical notes made through the process of a tickets life. My suggestion is to create a tab within a ticket that is dedicated to just the conversation between Agent and Requester. Then a separate tab for Private Notes made along the way. I think something like this could cut down on the clutter seen in tickets.
Another idea could be to flag a note as "relevant" to the ticket if you want it to appear. Something that could be considered relevant would be steps taken to troubleshoot a problem. Something considered "irrelevant" would be a note made in the ticket indicating an attempt to contact the Requester was made.
Basically I'm just looking for any way to cut down on clutter in tickets.
Jason Leppert
With Agent responses, Requester responses, and notes; tickets tend to become cluttered with all kinds of information which tends to bury important notes or replies. Sometimes I can scroll through dozens of notes in a single ticket before I can find something relevant. I think there needs to be a separation between Agent/Requester conversations and technical notes made through the process of a tickets life. My suggestion is to create a tab within a ticket that is dedicated to just the conversation between Agent and Requester. Then a separate tab for Private Notes made along the way. I think something like this could cut down on the clutter seen in tickets.
Another idea could be to flag a note as "relevant" to the ticket if you want it to appear. Something that could be considered relevant would be steps taken to troubleshoot a problem. Something considered "irrelevant" would be a note made in the ticket indicating an attempt to contact the Requester was made.
Basically I'm just looking for any way to cut down on clutter in tickets.
1 person likes this idea