Option to exclude something from ticket views, chatbot builder automations etc.
G
Genteel Yaw
Pain point: Currently, our system does not allow users to exclude specific categories or tags from their views and automations. This limitation makes it challenging to focus on relevant tickets, as users are often overwhelmed by information that does not pertain to their immediate needs or priorities.
Goal: We would like to implement a feature that enables us to exclude tickets with certain categories or tags from their views. For example, a user should be able to create a view that only displays tickets from categories A, B, and C, while excluding all tickets from category X. This functionality will enhance the user experience by allowing for more tailored and efficient ticket management.
Detailed Description:
The proposed feature should include the following functionalities:
1. Exclusion Options: Users should have the ability to select specific categories and tags to exclude from their views. This can be implemented as a simple checkbox or dropdown menu in the view settings.
2. Dynamic Filtering: The exclusion criteria should dynamically update the view in real-time, ensuring that users only see the tickets that meet their specified requirements.
3. Automation Integration: In addition to views, the exclusion feature should also be applicable to automations. Users should be able to set up automation rules that ignore tickets with the excluded categories or tags, streamlining their workflow and reducing clutter.
Benefits
• Increased Efficiency: By excluding irrelevant tickets, we can focus on what matters most, improving our productivity.
• Enhanced Customization: we can tailor our views to suit our specific needs, leading to a more personalized experience.
• Streamlined Workflow: Automations that respect exclusion criteria will help in managing tasks more effectively, reducing the likelihood of overlooking important tickets.
I
Iris Teije
To clarify - let's say you have 8 categories, the goal is to exclude 1 and it would be better UX to be able to exclude 1, vs having to select 7, correct? (which you would have to do today). Or this new option would allow you to do something that isn't possible today?
G
Genteel Yaw
Hi Iris Teije,
Yes, that's correct! The goal of the new feature is to provide us with the flexibility to exclude specific categories or tags, making it much easier to focus on relevant tickets. Currently, we would need to select all categories except the one they want to exclude, which can be cumbersome and inefficient.
By implementing an exclusion option, we can simply choose the category they want to exclude, rather than having to select every other category. This not only improves the user experience by reducing the number of selections needed but also allows for a more straightforward and efficient way to tailor views.
Additionally, this functionality will enhance automation rules, ensuring that irrelevant tickets are automatically filtered out, further streamlining workflows. Overall, this feature aims to make ticket management more intuitive and user-friendly.