9.4 Enhancements for Help Desk (GetHelp) Release

Frontline Education is pleased to announce the latest enhancements for Help Desk (GetHelp), which adds to the "All Tickets" grid a "Followers" column and a "Tickets I'm Following" filter.

Release Overview

Highlights include:

• "Followers" column ("All Tickets" grid)
• List filter ("All Tickets" grid)
  • List: Tickets I'm Following

Followers Column (All Tickets Grid)

A "Followers" column has been added to the “All Tickets” grid. All Technicians and Admins who have access to the “All Tickets” grid will be able to add the column to the grid.

This column displays the users following each ticket and supports filtering and sorting. This enhancement helps administrators and technicians quickly identify which tickets are being monitored and by whom, improving transparency and team coordination.

To display followers on the “All Tickets” grid, add the “Followers” column to your grid using the Filter button in the upper left of the grid.

The “Followers” column will display all followers in the grid, expanding the row to fit all the followers on the ticket. The followers will display in the order they were added to the ticket.

List Filter (All Tickets Grid)

To improve navigation and ticket visibility, version 9.2 introduced a "List" filter at the top of the “Tickets” grid. This dropdown allowed users to filter tickets based on their relationship to them, starting with two options:

• List: None (default view)
• List: Tickets I Submitted

In version 9.3, functionality expanded with a third option:

• List: Tickets I’m in a Service Group For

This filter displays tickets assigned to service groups you are a member of, regardless of whether you are the submitter, assignee, or follower. This supports collaboration by showing all tickets tied to your service group’s workload.

Version 9.4 expands the "List" filter with a new option:

• List: Tickets I’m Following

This view shows only those tickets you are actively following, allowing you to stay updated on progress without needing to be assigned to or responsible for the ticket.

Accessing the Enhanced List Filter

1. Go to Tickets > All Tickets.
2. In the “Tickets” grid, find the List dropdown next to the “View: Active Tickets” filter.
3. Before applying any list-based filters, users will see the “Tickets” grid in its default state: “List: None.” This option ensures a full, unrestricted view of tickets based on your role-based permissions and any custom filters you apply.
4. Choose Tickets I’m Following to see only the tickets associated with tickets you are a follower on.

When Using “Tickets I’m Following”

The grid displays tickets that you are a follower on.

• Works with other filters: You can apply additional column filters (such as "Status," "Assigned To," or "Priority") to further refine the results. When you open the filters flyout, you can reset all filters or add more.
  
• Export support: Exporting while this filter is active includes only the visible filtered results including, your followers tickets.
  
• Clear messaging when no tickets are found: If no tickets match the criteria, the grid displays “No records available.”
  
• Grid state is preserved during session: If you navigate into a ticket and return to the grid, your filters, sort order, and page settings remain intact. After logging out of the system and back in, the grid resets and the "List" filter defaults back to “List: None.”

Previous Releases

The following are release notes for prior releases.