Adam
11-21-2007, 01:40 AM
Hey,
I have been watching Cerberus Helpdesk development since v3 and like how the support center was organized into one area (Knowledgbase, Ticket History, Open a ticket, etc) and now in v4, you need a few folders and files to handle what v3 had in one.
With the new support center, I feel that it has totally gone downhill. Here are my opinions on what should be brought back to the support center.
1) Bring back the old template (from v3) It was clean, simple and to the point. Users were able to tell the difference between open and closed tickets, as they were on two different pages. Users with a huge ticket history were able to view open tickets on page with out the need to look at closed tickets, which increased load times for the page and MySQL server. Currently all tickets (open/closed) are on one page.
2) Ticket submissions need to have custom fields with different options besides a text area. Items like drop down boxes, text area and so on. Currently if a user enters in some text with in a custom field, it is posted in their first response to the ticket.
Staff will need to scroll down (maybe 5 - 10) responses to view account information that was posted by the user. If this information could be posted as a different tab or just above the staff/users response this will help out a lot.
I feel that the items I mentioned above are key features that are need in Cerberus. While we the staff may not use them on a day to day bases, our users/clients do and I feel should get a nice looking panel, like they have gotten in the v3 template - which I just love.
I have not searched your development/bug area to see if these items were already mentioned, if so, than o man, do I look like an (you fill in the rest :p)
Thanks,
Adam!
I have been watching Cerberus Helpdesk development since v3 and like how the support center was organized into one area (Knowledgbase, Ticket History, Open a ticket, etc) and now in v4, you need a few folders and files to handle what v3 had in one.
With the new support center, I feel that it has totally gone downhill. Here are my opinions on what should be brought back to the support center.
1) Bring back the old template (from v3) It was clean, simple and to the point. Users were able to tell the difference between open and closed tickets, as they were on two different pages. Users with a huge ticket history were able to view open tickets on page with out the need to look at closed tickets, which increased load times for the page and MySQL server. Currently all tickets (open/closed) are on one page.
2) Ticket submissions need to have custom fields with different options besides a text area. Items like drop down boxes, text area and so on. Currently if a user enters in some text with in a custom field, it is posted in their first response to the ticket.
Staff will need to scroll down (maybe 5 - 10) responses to view account information that was posted by the user. If this information could be posted as a different tab or just above the staff/users response this will help out a lot.
I feel that the items I mentioned above are key features that are need in Cerberus. While we the staff may not use them on a day to day bases, our users/clients do and I feel should get a nice looking panel, like they have gotten in the v3 template - which I just love.
I have not searched your development/bug area to see if these items were already mentioned, if so, than o man, do I look like an (you fill in the rest :p)
Thanks,
Adam!