Tickets of Interest (new)

The Tickets of Interest page has been refreshed with a redesigned layout and richer ticket context, making it easier to track and review the cases that matter most to you. While the overall purpose of this page remains unchanged, the new design introduces a cleaner experience that aligns with the updated Search and Dashboard pages and is an ode to the kanban styled boards that existed in the legacy QA tool within SupportLogic called ACE. 

Key Changes

• Modern card layout: Each tracked ticket now appears as an individual card with key case details surfaced upfront.

• Enhanced visibility: Cards now display scores, signals, agents, customer names, and audit information, allowing you to get more context at a glance.

• Signals integration: Newly added — all detected signals (e.g., Frustration, Urgency, Fast Response) are visible directly on the ticket card.

• Unified design: The overall layout and navigation are now consistent with the Console and Search pages, ensuring a seamless experience across the platform.

• Kanban boards: All the boards on the page have been changed to match the kanban styled boards that existed within ACE, SupportLogic's legacy QA tool. 

Board Structure

Just like in the old page, each board consists of some key information that is specific to each board and crucial information within case cards. 

• Header section - Along with the name of the board itself, the old header section had icons for Totals, Growth and a Percentage of Total - all of which are still there but we've done away with the icons and replaced them with clear text that explains what is what. Refer to the old article for an understanding on calculations
• Sorting & filters - This is a function that allows you to change the sorting criteria for all the cases within the board. Note, this feature is not live yet and is coming soon. 
• Expanded View - This is a feature that allows you to open a whole new view for each board - a detailed look into each board like never before. This is coming soon and not currently live - stay tuned!
• Case cards - We've replaced the case list and rows with individual case cards. Crucially, the boards that have a key metric - a qualifying score - have this information within the case card itself, on the top-right of each card (as below)
  
  

For additional information - refer to the help article about the older Tickets of Interest page. 

Stay tuned for some exciting updates to this page that are slated to come very soon!