Ticketing Structure Changes

[andi]

The latest update that too place this morning, 4/21/21.  The way the tickets are structured now are awful.  Too hard to read as each note, task, reply email from the customer all run together.  The previous layout was much more reader-friendly.  

Too much clicking needs to be done, just to reply to a cusotmer.  When creating a task or note within the ticket to follow up on something, the entire think collapases and you can barely read the title.  

Horrible layout. Not user friendly at all!

[webdew]

Hi @andi ,

Can you plesae share a screenshot of the changed ticket structure you are talking about?
Will help us understand the issue more.

Regards.

[karstenkoehler]

Hi @andi,

Could you share a screenshot and a more detailed description of what you're referring to?

There seems to have been an update that collapses/expands timeline items – however there is a button which collapses and expands all items at the top of the timeline (see top right of my screenshot). No need to do so one by one. Is this what you're referring to?

If you feel strongly about this, you could submit a suggestion in the HubSpot Ideas section of the community. The product team reviews these posts based on popularity.

Best regards!

[andi]

HI there!  When clicking "expand all", the ticket goes back to the previous format, which is much more reader friendly.  However, I (and my colleague I work closely with) never would have thought to look for a button like that.  Why was the new layout implimented?  When working quickly, the least amount of additional clicking you need to do can shave valuable seconds from each ticket being worked on.  Seconds may not seem like much on an individual ticket, but it adds time to the day.  

[karstenkoehler · Accepted solution]

Hi @andi,

Inscrutable are the ways of HubSpot's product team 😉 I can see how this chips away seconds which amount to minutes throughout your day. If you find that you can't get used to it, the HubSpot Ideas section would be the place to give that feedback.

If this question is answered, even if it's an unsatisfactory answer, you can make my day by marking my previous post as a solution.

Have a great day!