Goodbye, Group Workspaces… We’re sorry it didn’t work out!

Alright, so Group Workspaces was an idea that looked great in development and fell apart in the real world. While there were advantages to creating a private workspace for each group, the community was really clear about a collective desire to not be constantly clicking back-and-forth to work on tickets for different groups.

The feedback against Group Workspaces led to the development of Overview, which has turned out to be one of those things you can’t imagine living without once you’ve used it. Piles of tickets can now be explored by group, SLA or assignment from a single screen without any setup required from workers. It’s strangely fun to work toward an empty Overview.

For the past couple months Overview has been doing its job admirably, and the conversation has shifted from its predecessor’s faults to what can be done to make Overview even better.

So, driven by your feedback, we’d like to introduce the following improvements:

Overview Amnesia Cured
The Overview screen will now remember what you were looking at if you navigate away and come back. In the past, Overview would constantly reset to the “All Tickets” list.

Auto-Refresh Pile Totals
The totals for groups, buckets, SLAs and assignments will now refresh automatically after you perform a worklist action, such as moving tickets or reporting spam. Several actions are performed without refreshing the page, and this was causing a continuity problem for many psyches.

Quick Move Links
After moving tickets, quick links to the most popular groups and buckets are provided beneath the Overview worklist. This saves the repetitive motion of clicking, scrolling and selecting your desired option in the “move to” dropdown menu.

Take/Surrender
Two new shortcut buttons have been added to the “more options” menu: the ability to assign the selected tickets to yourself (take) and the ability to remove your assignments (surrender). Previously this could only be done from the ticket “peek” pop-up or from Bulk Update.

Super Sorter: Subject Prefixes
The Super Sorter is often the quickest way to distribute large piles of tickets from group inboxes while using Overview. While it could detect similar subjects or senders in a worklist, it didn’t have the ability to discover patterns at the beginning of a subject line for you. Now it does!

Super Sorter: Shortcuts
Another tedious task when using the Super Sorter involved scrolling to the bottom of each pile’s dropdown menu for the Close, Spam and Delete options. We’ve placed shortcut links next to each dropdown that will quickly select these options with a single click.

Enjoy!