I can't deal with this main account / client account switching thing.

digibandit

I am going to loose my damn mind clicking 10 times around the screen like a caffeine fueled frothing squirrel.

I should ether be in a client account, or not, no in-between.

If I'm looking at a client's anything, its inside of that client.

What do i need to do to have this changed?

wrongecho

It might be helpful to give some examples of where/when this happens. I know this was previously a big issue but now the general flow should be that if you access a ticket/invoice/something via a client record, you keep the client navbar and, alternatively, if you access it directly, you get the main navbar.

digibandit

wrongecho if you access it directly, you get the main navbar.

Maybe this is what is getting me. I don't ever want to see my main nav bar if I'm touching a client.

johnny

yeah im starting to feel this too. It was deff better the old way. I changed this because I had some complaints on how it worked and made sense but then it quickly didnt.

One of these examples, right now if your in the ticket Global View and click on a ticket you will still see the main side nav.

However if you click on a ticket while in client nav it will remain client nav and you will see the client top head as well.

digibandit

johnny One of these examples, right now if your in the ticket Global View and click on a ticket you will still see the main side nav.

However if you click on a ticket while in client nav it will remain client nav and you will see the client top head as well.

Exactly what I'm talking about!

When slow and testing and playing it's fine, but I'm trying to juggle 30 tickets over 17 accounts and I'm now seeing why my front desk staff are so stressed out lol

wrongecho

johnny

I changed this because I had some complaints on how it worked

And these complaints will no doubt arise again based on different use cases.

For instance, if I'm triaging or dispatching tickets from the main view, I probably want the main navbar. Or, if I'm checking over billing and invoices, I probably want the main navbar too.

johnny

Hey @digibandit

I changed the behavior when you access ticket detail it will always goto to the ticket details with the client side nav and client top nav now.

See if this behavior makes it better

test here: https://develop.itflow.org

itflow-org/itflowcea7d61

digibandit

johnny Thank you!!! Should this be a settings toggle?

Also, can this be the case with quotes and invoices too?

johnny

no I dont think it should be a setting toggle but I think a better approach would be to use a modal in global view with a quick view of ticket, invoice, quote with the option to see full details, but if in the client section go directly to the detail page.

And yes ill update this for quote, invoice, recurring invoice and quote

digibandit

johnny 🤤 ⌨️

digibandit

The modal idea is amazing, especially if I can still take actions from inside the modal.

For example, the technician assigned to the ticket would want it in full view for access to everything, whereas my front desk would only need the modal view for quick actions.

johnny

No actions within the modal really just viewing capabilities with the ability to open full details page. Modals have some limitations which make them unusable for working within a modal

digibandit

wrongecho Even if it's a modal?

johnny

@wrongecho yeah I thought of that too especially if your in Global View.

But there are bread crumbs that can take you back to the Global Views now but I think the modal popup while in Global View with the option to view details will help with this greatly as well.

I thin the Ticket details is where the issue really comes into play.

wrongecho

digibandit

Well I can't triage from a read-only modal..

digibandit

wrongecho Touche.

Question, how does the ticket view being in the global view help you triage better than being in the customer's view?

wrongecho

digibandit

Because generally when you're triaging all you care about is the high level details of that case. You're basically setting a few fields and moving onto something else. You don't need to enter the client view really.

I don't have a perfect solution for this, and clearly it's something that's bothering you because it's at least the third time you've raised it, but I think we're in a somewhat unique position as I don't believe Hudu or ITG do ticketing/invoicing either.

digibandit

wrongecho I'm still not understanding the benefit to not be in the customer view.

For example, in your use case, that is my front desk/dispatch. When I work that position (2 days a week currently, hence my increase in qol features as of late) the small time costing clicks start to weigh me down. Id rather have the ability to change ticket data via columns inside the main ticket list. (Not unlike how assignments work currently.) Or a dashboard of sorts.

My issue is that it costs me clicks, clicks I can't automate yet, so costs me time. Over time, that costs me sanity. I spend some of that time on this forum, and complain about it haha

JosephWithCOR

When you have multiple tickets come in from multiple clients, you would triage from the global view assigning techs and ?

When I bulk create tickets from assets, the only way to fix and fill is to individually edit in which case I am in the client and have access to their sidebar / info.

If each time you click on a ticket it takes you to that client / ticket to triage, what is the cost getting back to deal with the rest of the fresh tickets?

Six of one, half a dozen of the other. I personally think it works good the way it is.

Though, a caffeine fueled frothing squirrel sounds like a show worthy of pop-corn…

digibandit

JosephWithCOR It doesn't drive you mad having the left navigation bar constantly change on you?

Maybe I'm not navigating correctly lol

wrongecho

digibandit

If anything it will change on you more now. You'll be in the main tickets view with the main navbar, click into a ticket and then it'll have changed to the client navbar. The route you took to get somewhere instantly evaporates and is replaced with a similar but far more scoped route.

Personally that is more confusing for me and the complete opposite of how a navigation bar should function.