ServiceDesk Plus UI Revamp: Request Module

Hi,

We are in the process of revamping ServiceDesk Plus and we begin with the 'Request' Module redesign.

Here is the Demo . Its in HTML static with sample data and navigation links given for popups and inner sections that brings a kinda click-and-feel user experience.

Comments, queries & suggestions are welcome..

What's New?

List View Interface

On-hover Action Menus

Work on individual Requests right from Request List View.
Edit, Close and Delete a Request.
Add Work Logs & Resolution.

Conversations & Attachments

View & Reply to Conversations Quickly.
Yet-to-respond Conversations count.
View & Download Attachments.
Perform Conversation & Attachment related Request Operations from Request List View itself.

Request Filters & Favorite View

Configure New Request Filters (apart from the predefined ones).
Create Favorite Views based on their requirement.
Organize Favorite Views using drag-n-drop customization.
Classify Requests List easily.

Bulk Assign

Bulk assign tickets to Technicians.
Organize Technicians based on Sites & Groups.

New Request Fields SLA & First Response

Respond to tickets quickly.
Focus on tickets with greater severity level.

Keyboard Shortcuts

Work on tickets quickly and easily.
Reduce time spent on accessing and updating tickets.

Details View Interface

We have wireframed two different variations: one with vertical tabs (UI 1) and the other with horizontal tabs (UI 2).

To present a clear picture of requests, we have separate tabs for Conversations, Request Info, Resolution, Tasks etc.,

UI 1: with Vertical Tabs

UI 2: with Horizontal Tabs

First Call Resolution (FCR)

An FCR icon (associated to requests solved on First Call).

Conversations Thread with Filters

Filters for viewing Technician/Requester Conversations Separately.
Expand and view lengthy conversations by clicking 'more' button

Other Features

Only Significant Request Fields being displayed (with a more button for adding/viewing additional fields).
Filters for viewing Technician/Requester Conversations Separately.
A Smart Requester Section.

Maljeev
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