Existing
- Display all the help topics to select when student / teacher click the drop-down menu in the Help Topic.
Upgraded
- Student / Teacher can select a help topic, first click on the main help topic. This will expand a list of subtopics. From there, Student / Teacher can choose the specific subtopic he/she need.
The following benefits are brought about by this change:
- Simplified and Clear Interface: The new design makes it easier for student / teacher to navigate and find what they need quickly.
- Easier to Find Help Topics: Student / Teacher can now locate the appropriate help topic more efficiently, reducing frustration and saving time.
- Removal of Unused Help Topics: By eliminating irrelevant help topics, the interface is clean and more focused on what student / teacher actually need.
- Improved Response Time: With a more intuitive selection process, student / teacher is less likely to choose the wrong topic, which helps in resolving their issues faster.
2. Timeout Notification Reminder
Existing
- The existing ticket system does not support this function.
Upgraded
- If a ticket is being edited for more than 30 minutes, a message box will pop up to warn the student / teacher that the ticket will time out.
The following benefits are brought about by this change:
- Prevents Data Loss: By alerting student / teacher before the ticket times out, it ensures that they don't lose any information they've entered.
- Enhances User Experience: The reminder helps student / teacher manage their time better, making the overall experience smoother and more efficient.
- Encourages Timely Submissions: The reminder prompts student / teacher to complete their submissions promptly, which can lead to faster issue resolution.
3. Easily Accessible Overview of Closed Tickets
Existing
- After logging into the ticket system, student / teacher will see the total number of open tickets displayed in the top menu bar. To find closed tickets, student / teacher should click on "Tickets" in the menu bar, where they can view the total number of both open and closed tickets.
When student / teacher log into the ticket system, they will see only the total number of open tickets.
Student / Teacher need to click the "Tickets" button in the grey menu bar.
Student / Teacher can find the total number of closed tickets on this page for review.
Upgraded
- When student / teacher log into the upgraded ticket system, the total number of tickets (including both open and closed tickets) will be displayed on the initial login page.
When student / teacher log into the ticket system, the page will show the total number of tickets they created (in the orange box) and the total number of open tickets (in the yellow box).
Student / Teacher click the "Tickets" button in the blue menu bar.
All closed tickets will be displayed when the student / teacher clicks the "Closed" button.
The following benefits are brought about by this change:
- Immediate Access to Information: Student / Teacher can instantly view the total number of tickets (both open and closed) upon logging in, allowing for quick assessments of their workload.
- Improved User Experience: The reduction in clicks needed to access ticket information leads to a more seamless and enjoyable student / teacher experience, minimizing frustration.
- Enhanced Visibility: A clear overview of all tickets helps student / teacher prioritize their tasks effectively, ensuring they focus on the most critical issues first.
- Simplified Navigation: The intuitive design reduces the complexity of finding ticket statuses, making it easier for student / teacher to navigate and use the system efficiently.
4. Simplified Search for Open and Closed Tickets
Existing
- The existing ticket system does not support this function.
Upgraded
- Student / Teacher can search for submitted tickets using two functions.
- Search Box: Student / Teacher can enter keywords or ticket numbers to locate tickets.
- Help Topic Select Box: This enables student / teacher to search by specific ticket help topics.
Note:
Before searching for a ticket, make sure you're on the right list—either open or closed. For open tickets, click on the "Open Tickets" page first. For closed tickets, start with the "Closed Tickets" page.
The following benefits are brought about by this change:
- Efficient Ticket Retrieval: Student / Teacher can quickly find both open and closed tickets, saving time and reducing frustration.
- Improved User Experience: With straightforward search options, student / teacher can navigate the ticket system more effectively, enhancing overall satisfaction.
- Accessibility: Both search methods are designed to be user-friendly, ensuring that all student / teacher, regardless of their technical expertise, can find the information they need.
- Time-Saving: By providing targeted search capabilities, student / teacher can resolve issues more quickly, leading to faster ticket resolution.
5. Enhanced Ticket Searching for Guest Users
Existing
- The existing ticket system does not support this function.
Upgraded
- The upgraded ticket system enables guest users to check ticket status and reply tickets using their submitted ticket information—Email Address and Ticket Number for searching.
The following benefits are brought about by this change:
- Convenience: Guests can easily check the status of their tickets, making the process more accessible.
- Real-Time Updates: Student / Teacher can receive immediate updates on their ticket status, reducing uncertainty and improving communication.
- Empowerment: By allowing guests to update their tickets, Student / Teacher have more control over their inquiries and can provide additional information as needed.
- Time-Saving: Quick access to ticket information helps Student / Teacher resolve issues faster, enhancing their overall experience.