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Modern Ticket Show Page

Several updates have been made to the page to enhance your experience:

1. Replying to Comments:
   Now, you can reply directly to individual comments right from the ticket page. Replies will appear nested under the original comment, making it easy to follow conversations. Plus, any attachments added in the reply (such as images or files) will stay visible even after refreshing the page, ensuring your data remains intact.
2. Attachments Tab and Enhanced Functionality:
   We’ve added a new "Attachments" tab where you can view all attachments related to the ticket. The tab displays the file name, file type (e.g., PDF, Image), and file size, allowing you to easily download or preview attachments directly.
3. Comment Box Enhancements:
   The comment box is now sticky, meaning it will stay in place while you scroll through the page. It also adjusts dynamically to fit your screen size, providing a consistent experience across devices. We’ve also added an “Add Task” option to the “Add Comment” button. This lets you create a task directly from a comment, with the comment automatically filled in as the task description.
4. UI and Custom Form Fields:
   We’ve improved the "Additional Ticket Info" section, now displaying custom form fields like priority, status, and created by. This gives you better visibility into key ticket details. You can also now move or update these custom fields as needed for more flexibility.

Revamped Helpdesk Reporting

Several updates have been made to improve the management, creation, and analysis of your reports.

1. Enhanced Report Customization:

• You can now change chart types (Line, Bar, Heatmap, Pie, Donut, etc.) and resize them for a personalized view.
• Toggle between view and edit modes easily, without reloading the page. Updated values appear immediately after edits.

2. Advanced Date Filters and Templates:

• Choose between dynamic (e.g., “Last 7 days”) or static date filters to fit your needs. Filters will also stay applied when exporting reports.
• Prebuilt templates are available for creating reports, or you can start with a blank report. After creation, you can export, save, edit, or delete reports easily.

3.Improved Data Visualization:

• A side drawer lets you visualize ticket data as charts or data cards. You can customize these visualizations for better analysis.
• Super admins can create and distribute prebuilt report templates across workspaces, available in Genuity Reports. Regular users can view but not modify these templates.

Implemented People in Assets

A new People tab has been added to the Asset Module to improve the management of assets and their assigned users.

1. People Tab:
   A new People tab has been added next to the Managed Assets tab. When you click on it, you'll be taken to a new page called People and Assets.
2. List View:
   You'll now see a list of assets linked to people. The list will include these details:

• Device: Shows the asset name, type, and model.
• Usage Status
• Assigned To
• Location
• Managed By
• Tags
• Source
• Last Check-in

3. Tabs for Asset Types:
   At the top of the page, you’ll see three tabs to filter the assets:

• Assigned: Shows assets that are assigned to people.
• Unassigned: Shows assets that aren’t assigned yet.
• Archived: Shows assets that have been archived.

4. Edit Inline:
   You can now directly assign or unassign people to assets from the list view. Simply use the dropdowns in the Assigned To and Managed By columns to make changes.
5. Filters, Search & Pagination:

• There are filters for both Assigned To and Managed By so you can easily find assets based on the people assigned to or managing them.
• A search field and pagination have been added, so you can quickly find and browse through your assets.

6. Click to View Details:
   Clicking on any asset will take you directly to its detail page for more information.

Implemented People in Helpdesk

A new People tab has been added to the Help Desk Module to help you better manage tickets associated with people and agents.

1. People & Agent Sub-Tabs:

• The People tab now appears next to the Resources tab.
• There are two sub-tabs: People and Agent.
• By default, the People tab is open when navigating to this section.

2. People Tab:

• Displays a list of people and the number of tickets they’ve created, with the following columns such as People, Open Ticket, Full History and etc.
• The ticket counts for each column are clickable, and clicking on any count will navigate you to the Help Desk index page with the appropriate filter applied.

3. Agent Tab:

• Similar to the People tab, the Agent tab displays a list of agents and their assigned tickets, with the same columns Agent, Open Ticket, Full History and etc.
• Clicking on ticket counts in this view will filter tickets based on the Assigned To field.

4. Filters & Navigation:
   Clicking on the ticket counts will navigate you to the Help Desk index page with filters based on:

• Created By for People tab.
• Assigned To for Agent tab.

5. Search & Pagination:
   Search functionality and pagination have been added for easy navigation through the list.

Drafts Functionality for Help Tickets

This update introduces the drafts functionality for the ticket show page, allowing users to save their work-in-progress information without having to submit it immediately. This feature will help users retain incomplete or unsubmitted data and continue editing at a later time.

1. Drafts Functionality:

• Users can now save drafts for the ticket show page, ensuring no data is lost when they leave the page or navigate away.
• The drafts functionality will work in a similar way to previous implementations, ensuring a smooth transition and consistency in user experience.

2. Fields Supported for Drafts:
   Drafts will be supported for the following fields within the ticket show page such as: Text, Text Area, Rich Text, Comments, Add/Edit Tasks, and Time spent.

3. User Experience:

• Users will be able to start entering data, save it as a draft, and come back later to continue editing without losing any progress.
• A clear indication will show when a draft has been saved, making it easy for users to know their data is safely stored.

4. Smooth Transition:
   The implementation will ensure that the draft functionality behaves consistently with previous versions, so users won’t face any disruptions in their workflow.

Enhanced Excel Export Functionality in Asset Module

This update enhances the Excel export functionality within the Asset Module by introducing a more user-friendly process for exporting data. The update adds a new export popup, progress indicators, and a more efficient background process to improve the user experience.

1. New Export Popup & Process Indicator:
   When the user selects Export to Excel, a new export popup appears with the message:
   "Your request has been received and will be downloading your report that includes Asset information." The popup includes an OK button. Upon clicking OK, an export indicator widget will appear at the bottom right of the screen, showing the download progress.

2. Background Export & Email Delivery:
   The export process runs in the background, even if the user navigates to another module. By default, the user will receive a copy of the exported Excel file via email once the export is completed.

3. Download Progress Widget & Customization:
   A download progress widget will display the status of the export, including the file name, download progress, and status updates such as:

• Export is starting
• Download in progress
• Download completed

4. Export Restrictions & Page Refresh Handling:
   The Export to Excel button will be disabled after initiating an export until the download completes. If the user refreshes the page during the export, the process will continue without interruption, just as in the integration download process.

Asset Filters Revamp

The Asset Module filters have been enhanced to provide a more streamlined and user-friendly experience. The main change is the introduction of filter pills that allow users to easily apply and modify filters. Each filter pill now includes a dropdown, enabling users to select or change filter options directly from the pill. This improvement makes it quicker and more efficient to manage asset data and enhances overall usability, ensuring that users can apply and adjust filters with minimal effort. The new design simplifies the filtering process and helps users find and manage assets more effectively.

'Select All' Functionality for Kanban View – Bulk Update

The 'Select All' feature is now available in the Kanban View to simplify bulk updates. A new 'Select All' checkbox at the top of each column lets users quickly select all visible cards within that column. This feature works independently for each column, so selecting one won’t affect others.

Task Scheduling Enhancements

The Task Scheduling feature has been enhanced with several updates to improve usability and efficiency when managing tasks. These improvements aim to streamline the process of scheduling, adjusting, and managing tasks, making it more intuitive and flexible for users.

1. Allow Same Day Tasks:
   A new feature has been introduced to allow users to create tasks for the same day. This update simplifies task scheduling, making it easier to manage time-sensitive tasks without needing to assign them for future dates.

2. Recurring Task Schedule Enhancements:
   The design of the recurring task scheduling screen has been updated for a more intuitive experience. Users will now have a clearer and more user-friendly interface when setting up recurring tasks, making it easier to manage and adjust schedules.

3. Ability to Type Schedule Time:
   Users can now type the schedule time for tasks directly into the field, in addition to selecting from the dropdown. This provides more flexibility and efficiency when setting task times.

4. Prepopulated Task Schedule:
   When creating a new task, the schedule time and date will be prepopulated for the next day at 9:00 AM by default. Additionally, the end date for the task will automatically be set to 30 minutes after the start time, making it quicker to schedule tasks without needing to adjust times manually.

Separated Email Formats for Company and Help Desk in Company Settings

To enhance clarity and customization, the company email formats and Help Desk email formats have been separated into distinct sections within the Company Settings.

1. Company Email Format:
   The default company email format is now clearly separated from the custom company email format, allowing for better organization and easier management.

2. Help Desk Email Format:
   Similarly, the default Help Desk email format is now separated from any custom formats for better control over email templates.

Column Reordering in Asset List View

The Asset List View now includes the ability for users to rearrange columns using a simple drag-and-drop functionality, similar to the one available in the Help Desk List View. This enhancement allows users to personalize their asset list layout for improved organization and efficiency.

Mobile App Download in HelpDesk Settings

A new tab has been added in the HelpDesk settings, allowing users to easily download the mobile app. Simply go to the HelpDesk Settings and access the new tab for a quick download link. For convenience, a QR code is also provided for easy mobile app installation.

Ticket Stats Display in Split Pane View

A new update now shows ticket statistics on the right side of the screen when no ticket is selected in the split-pane view. The stats will be displayed right under the "No ticket open" heading, providing an easy overview of your ticket activity.

Enhanced Resource Access in Ticket View

The Resources section in the ticket show page has been included to include three tabs: Knowledgebase, Canned Responses, and FAQs. This new update allows you to easily:

• View Knowledge Base Articles and copy their links.
• Copy Text Directly from Canned Responses to your help tickets.
• Copy FAQ Questions directly from the FAQ tab.

Additionally, the new functionality includes search and pagination for smoother navigation and access to resources.

New Logging Feature for Discovered Assets Sync

A new Logs tab has been added for better tracking and transparency in asset syncing. Now, whenever assets are synced:

• A log entry will be created, displaying the number of assets synced and the source (e.g., "XYZ assets successfully synced from source").
• The user who performed the action will be recorded, and if the action was triggered by the system, "System" will be displayed.
• The logs are paginated for better readability, ensuring easy access to historical data.