Excited to have Tabular View, but it needs some refinement:
Great Feedback, Andrew.
* Saving of column widths is something that's in our pipeline. Should be out soon.
* I get your point regarding stacking of columns. The underlying problem here is a need for better utilisation of real estate. We'll improve the experience here.
* Documentation should be available very soon. Please stay tuned.
* Scroll issue - Noted. We'll come up with a way to improve the experience here too.
Product @ Freshservice
The conversational portal looks great! Something our team would like though is for it to be just a small popup chat. Currently it completely takes over your page which would be confusing for many of our users. Something more similar to how most other sites do a small chat popup would be great for us! Is that in the pipeline at all?
I experimented with Freddy. I don't mind the conversational portal taking over the whole screen, but I don't want that to be the default. I want the classic portal with the option to open up a conversation, just like Mr. Browne suggested.
Also, there doesn't appear to be a method to convert legacy service catalog items to be "bot ready". There's no way I'm going to go through all of my items and related workflows to make them all bot ready. I did create a test catalog item that was bot-ready to see if the bot could find it in the catalog, and it failed. I've disabled the feature for now.
@brandon / @christopher
Thank you for the feedback. I work as a Product Manager with Freshservice and would love to hear more about conversational portal from you. Can we jump on a quick 15 minutes call sometime to talk more about the portal? I am sending you an email regarding the same and we can finalize the specifics over there.
Additional feedback on the tabular ticket view: It's subtle, but having the subject in bold for new tickets was a helpful indicator that we relied on without realizing it.
The tabular view is great and preferred by far on all our agents. Two requests on this:
Great feedback, folks. Please keep them coming.
Not sure if I understand your second point. Could you please elaborate?
When an agent logs into Freshservice and views ticket queues, I believe the Sort By does not stay from what they originally set from my testing. It would be nice to have both the View and the Sort By set as "default" for each agent on their own:
Thanks for elaborating, Jacobi. That makes sense.
I've added it to our backlog.
I like the Tabular View for Tickets , thanks for implementing!
The only column which i miss is "Type".
For us it would be nice to group our tickets by type, in the top the incidents and below that the service requests.
Thanks in advance
I would think the functionality to be able to click on the column headers to sort this table view would be an important feature to have. Quick sorting of that nature would help in efficiency for all of our Agents. We do really like the new view and its current customization capabilities.
Thank you folks, for the feedback. Glad that the table view is useful.
We'll look to incorporate these enhancements in the future.
Product @ Freshservice
SOOOOO long overdue - hooray for the new layout, thank you! I am happy you guys finally found a way to provide the tabular view.
...and will be even BETTER when you add the ability to Sort and Filter in each column, like Excel.....baby steps