I've enjoyed the Dashboard, but have been annoyed by the information
displayed.
Here are some of my issues/requests:
* I want to have the option to display the From: field instead of the
Subject: in the Ticket Lists
* The option to display the days/hours since the LAST response, rather
than the date it was opened. For example, when someone replies today
to a ticket that was opened 188 days and 2 hours ago, the ticket is
sorted at the bottom, and you can't tell it has been updated, even
though it is in Open Tickets. It's confusing to myself and my
agents. The ticket age really isn't relevant in the dashboard, at
least for us, since tickets can be reopened by customers responses.
* Sometimes when I click on a ticket, then close it or move it to a
queue outside of My Queues (and My Queues is selected in the
Dashboard), then click back to Dashboard via the link at the top (not
the back button), the ticket is still there for a short time.
Also, for Pending Dates and Times, they do not respect the Agents time
zone. So when I add a pending Date for tomorrow at 12pm, I assume that's
Eastern, but the system puts it in for pending until 12pm UTC tomorrow,
which is 7am Eastern, which is not what I expect.
Beckman
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Peter Beckman Internet Guy
[email protected] http://www.angryox.com/
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