Hello everyone,
I don't think I understand the ticket overview properly yet, or perhaps I'm simply expecting something different from what has been implemented.
I create a ticket, and the ticket I created is yellow in the overview? Why is that?
My first thought is that it is yellow to draw more attention to it because the ticket is new.
When I open the ticket and go back to the overview, it is still marked yellow. That's a shame, I don't understand it.
On the left side of the navigation bar, there is a red “1” with a red border. It looks very urgent. I think there is a better way to do this.
I think tickets should have a set time limit for response, similar to the SLA. Depending on the response time, the ticket should change color from transparent or gray to yellow, orange, and finally red. This would clearly indicate the urgency/importance.
The number of tickets in the sidebar on the left could also be displayed differently. If no ticket has exceeded the SLA or set response time, I don't expect to see a “1” in a red box. If necessary, several boxes could be displayed, also in gray, yellow/orange, and red. This would allow you to see at a glance how many “unimportant” or “new” tickets the customer has and how many require more attention.
I would be interested to hear your thoughts on this. Perhaps I see things differently, or maybe even incorrectly.
Thank you in advance for your input.