Review format of list items

[chrisys]

I personally find the list view of support tickets to be quite overwhelming and hard to digest when there are more than 1 or 2 tickets; I find it hard to keep track of what tickets I've looked at and what I'm working on. 8 tickets in the inbox seems like an insurmountable task which I think is purely a psychological thing because it looks busy.

I wondered if it was worth reviewing the data that is in the list view with an aim to simplify. For example I also find the snippet of the last message sent/received for the most part not to be of any use as it's not long enough to get any useful information from (or it has unparsed markdown) and I need to click and view the whole thing anyway.

Maybe just me, maybe others have thoughts too? I've attached a screenshot of what my view normally looks like... in case I am doing something different!

[LucianBuzzo]

@chrisys What information would be important/useful for you when doing support?

[dimitrisnl]

I would like to have an extra 'minimal' view, with only the title and tags. Maybe even further distinct those with SLA

I opened https://github.com/balena-io/jellyfish/issues/2134 because I was having a hard time understanding what's the state of the inbox. So I agree with @chrisys that the inbox feels overwhelming at times.

[chrisys]

For me:

• The tags
• Last update time
• The title (can we do anything about [sam1] as in the above image? If that's a username taken from an email address then the domain might be useful too and sometimes says who the customer is)

Anything else I can get by going in to the ticket. It is sometimes difficult (again using the [sam1] example in my screenshot) as you get multiple tickets that are hard to differentiate between - having the excerpt of the text doesn't necessarily solve this because it changes continuously. Each ticket should have some kind of unique identifier which in most cases should be the title.