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bear

Ticket "admin notes"

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Just wondering why the admin notes in a ticket are large, at the top and have an attention grabbing red background. I also wonder why there is no method to collapse it (unless I've missed it), so you don't need to scroll past a list of these to see ticket contents. Your admins add 5 notes with whois or something, and you're scrolling a really long way to see the replies. 

It would be appreciated if the support desk could see a little love and make notes less "in your face" until needed. Just adding a collapse section button would work, kind of like the sidebar.

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Actually, the notes "pane" sticks to the spot in the ticket that it was first entered, so it scrolls down with the ticket replies. That means if the note is left for the next admin, they have to review the entire ticket start to finish to be sure they missed no notes. 

Why isn't that at least stuck to the top like all other desk applications?

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On 6/29/2020 at 6:18 PM, bear said:

Just wondering why the admin notes in a ticket are large, at the top and have an attention grabbing red background. I also wonder why there is no method to collapse it (unless I've missed it), so you don't need to scroll past a list of these to see ticket contents. Your admins add 5 notes with whois or something, and you're scrolling a really long way to see the replies. 

It would be appreciated if the support desk could see a little love and make notes less "in your face" until needed. Just adding a collapse section button would work, kind of like the sidebar.

Implementing this with standard JS/CSS would be very easy, but of course we can't because everything is behind a dark box. Personally I prefer to see the notes but I can completely understand how this gets messy if you are pasting large chunks of text with ticket notes, being able to collapse them would be useful in your situation. I do like the red attention grab since admin notes means "Hey, you have to look at this first...".

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On 6/29/2020 at 7:35 PM, bear said:

Actually, the notes "pane" sticks to the spot in the ticket that it was first entered, so it scrolls down with the ticket replies. That means if the note is left for the next admin, they have to review the entire ticket start to finish to be sure they missed no notes. 

Why isn't that at least stuck to the top like all other desk applications?

You can change this with General Setting > Support > Ticket Reply List Order. Admin notes are basically just replies on the ticket but hidden to the customer, but if you change the order to display them by Newest to Oldest, them admin notes will show at the top. I rather prefer it that way, to see the latest replies first and scroll to see to the older ones.

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5 hours ago, yggdrasil said:

if you change the order to display them by Newest to Oldest, them admin notes will show at the top

That's the setting already on it, and the note "sticks" to the topmost reply when it was created. Add replies, the note moves down along with it. May be just the way I think, but I believe all notes should be in one place. Not seeing any benefit to *another* moving target (I'm looking at you, widgets, with your meaningless sort order that affects only the drop down list) in this interface aside from maybe keeping the reference that caused the note with it. 

As for the background color, I agree it's attention getting, but it should remain at the top (collapsed or not), rather than have the staff member have to scroll the whole ticket to accurately reply to the latest response. Things will get missed (or researched again), since they may not know about them.

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