Hey there! We've made awesome updates to our ticketing system to make your MSP ultra-productive. We've got everything covered, from a fresh layout to cool new features. This article will walk you through the latest releases.
1. Enhanced Ticket Properties:
We've revamped the ticket properties layout to give you a larger conversation view. Here's what's new:
Collapsible Sections: Easily collapse/expand the ticket properties to declutter your conversation window.
Search Bar: Quickly find specific properties using the search bar inside the ticket properties tab.
Form Fields First: Ticket form fields are now displayed first, followed by default and custom fields, ensuring critical information is at your fingertips.
2. Pop-Out Reply Editor:
The new pop-out reply editor allows you to continue conversations from where you’re working in the platform, without needing to switch tabs. This feature lets you manage conversations seamlessly across the platform, enhancing multitasking and efficiency.
3. Optimized Ticket Layout:
We've optimized the ticket layout to cater to various roles:
New Worklog Tab: We’ve made a separate tab for worklogs so that you can view and add them easily.
Runbooks and Associated Links: Quickly find relevant runbooks and associated links right under the Insights tab.
4. Timer and Worklogs
We’ve introduced several improvements to how you log and manage time without hassle:
Add Worklogs Directly from a Reply: Now you can add worklogs directly from a reply by highlighting the reply you want to add in as a worklog, eliminating the need for typing notes.
Time Durations in Drop-Down: Select from predefined time durations in the drop-down menu to streamline manual time entries.
📝Note: You cannot carry over a segment for more than one day. Previously, a single segment could span over multiple days, but now each day requires a separate segment.
You can still add/remove multiple segments in the same worklog for different days by clicking on the + or - sign, as shown below.
5. Recorded vs. Billable Time:
We now differentiate between recorded time (actual time logged in by the technician) and total time spent (rounded-off time that is billable) right on the tickets page.
6. Bulk Select and Update Notes in Timesheets:
Managing notes across multiple timesheets is now easier than ever!
If notes are missing while adding a timer to the worklog, you can bulk select and update them, saving time and ensuring consistency.