Thoughts & Feedback on the new Support interface

Thoughts & Feedback on the new Support interface

My first reaction to the new interface was "awesome".  There were a few things the instantly struck me as a big improvement.  Now that I've been using it long enough, I can't remember exactly what those things were!!  But anyways, it's taken some getting used to but I still like it.  Some things were not obvious, and some things kinda bug me still so I figured I would start a general discussion on this to see if anyone else can either help with providing answers, can ask similar questions (i.e. where is this/that/etc) or voice an opinion.

#1 - Search is awesome

the "as you type" search is huge to me.  With a growing number of tickets....just gold.

#2 - Mobile Web Browser

This got exponentially worse.  It is now 100% useless to view tickets direct on the website on a phone.  And I have an iPhone 6+, I can't imagine what this looks like on a 5.  The left sidebar is sticky, so you can't pinch & zoom and see anything useful, it jumps around, etc...completely useless, I gave up after about 10 seconds.  Literally.

#3 - Mobile App

I hope there are plans for a little bit of overhaul on this as well as it has rather limited functions, so if I'm mobile and no PC access, I can't do certain things with tickets that I used to be able to hobble my way through via mobile web browser (which I cannot do anymore due to #1)

#4 - Ticket Merging

This was not obvious.  Instead of check boxes, in your Ticket view, you have to hover over the ticket icon on the left and it "flips" over to a check mark.  Nice integration.

What I haven't tried yet is doing this when you have more than 50 tickets and you have 2 tickets by the same person on 2 different pages.  Before, you were unable to merge these (well you could but it was NOT easy OR obvious).  So hopefully this got fixed...haven't tried it.

What I also haven't tried is using Search to filter down to the tickets from a certain customer and then merging them.  Or, going to the user account and seeing a list of their tickets and having the ability to merge them there.  Under the old system, you could see all the tickets from a user, but you couldn't merge them there...which was super frustrating

#5 - Lagging interface

I'm not sure that anything can be done about this, but my personal feeling is that I would take speed and functionality over fancy presentation ANY DAY.  The new interface is very fancy looking.  I don't need this.  I want it to load fast and present information in a useful way.  Too much space is wasted for each ticket line now, I actually prefer the slightly more compact prior layout.  I can see needing larger text and such for some but I prefer smaller text so that I don't have to scroll as much.

The more graphically complex layout make scrolling a bit more jittery and since each line is larger, you have to scroll more.  There are several areas of functionality that are related to the heavier graphic reliance.  If there was an option for low-res interface this would be nice.  For reference, I used to do everything on an excel spreadsheet.  Excel is the epitomy of efficiency if you know how to use it well.  It is plain and simple and fast.  I just don't need complex and pretty.  I need functional, #1, by far.

#6 - Help & Support Center (end-user view)

This changed a bit and I do like it better.  Articles are categorized and all articles are listed in one spot.  Before it was like sub-menus and not obvious to find things.  I haven't played with this much but the lack of ability to customize the layout has driven me to do all my help & support on a Wordpress site anyways.


Things to check:

I haven't seen what the end-user sees when it comes to ticket replies.  One thing that I will say is that I never did like the auto-response to every ticket reply.  So how annoying is it when someone replies to a ticket, and they get an auto-reply every time.  So if we have a back-and-forth exchange, they get this auto-reply every single time?  I think there should be a limiter to this, an option to set on the admin side that says the auto-reply is only sent once every X hours.  I would do once every 4 hours or something like that.





I suppose over time it will just take getting used to but I will keep this thread going for whenever I find something else to comment on.  I hope this is not taken as whining and complaining, I know you can't please everyone but I also know that most people don't give feedback they just sit there and stay unhappy with this or that without saying anything.  I think Zoho Support is a great value and I hope to see it improve and maybe my observations can help.