Mobile "Enhancements" in v 13.1.6600 make management interface unusable
Problem reported by Adam De Lay - January 29 at 11:55 AM
Resolved
I have a shortcut on my iPhone homescreen (which makes the interface look like a mobile web app, i.e. no native browser controls) that takes me to our SmarterTrack management site.  In the latest release (13.1.6600) there was a change entitled "Mobile experience for Management Interface improved.".  It seems to only show a certain panel in the management interface based on the size of the screen. 
 
So when I click on the shortcut to launch the interface, I'm taken to a screen which shows my tickets.  In order to view a ticket, I have to double tap.  The problem is, once I view a ticket, there's no way to get back to my list of tickets outside of performing some action on the ticket I'm viewing (transfer it, close it or delete it).  I have to kill the web app, then relaunch.
 
I like the fact that progress is being made to make it more mobile friendly (I used the pre v13 mobile interface all the time), but I think something was overlooked.  
 
Thanks,

Adam

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Derek Curtis Replied
Employee Post
Adam
 
In 6600, on a phone when you go to the Tickets area, the ticket list loads. You can expand/contract the tree menu using the icon in the upper, left corner to navigate to your various Groups. Yes, you double click on a ticket and it opens in a new browser tab. You can simply close that tab if you aren't acting on the ticket -- and then go back to the main ticket list in its original tab. 
 
I'm not sure how you have your shortcut set up...if it simply opens the ticket interface in a browser, I'm not sure why you're not seeing the same behavior. You shouldn't have to take an action on a ticket to get it to close...you can just close the tab. 
 
As an aside, we're planning for SmarterTrack 14.x and one of the things on the list is to build a mobile app of some sort..either a full scale app or a wrapper that offers a particular experience on a phone. More info on that will be available in the coming months.  
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
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Eric McCarthy Replied
Employee Post
Thank you for bringing this to our attention. We will have this fixed in our next release. For now we suggest using it through your web browser.
Eric McCarthy
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
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Adam De Lay Replied
Thank you.
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Adam De Lay Replied
Derek,

It looks like Eric has already taken care of it but this is what I was talking about (apparently I can't add hyperlinks in here). Just google "iPhone add to Homescreen". It takes the webpage and makes it a fullscreen webview w/o the native browser controls.
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Derek Curtis Replied
Employee Post
Thanks, Adam. It looks like whatever was preventing the ticket from opening in a new tab was fixed. I just tested this on a newer release and it's working just like if you were to use mobile Safari. (Which you are..but I mean using Safari versus clicking the homescreen shortcut.) Therefore, I'm going to mark this as resolved...it will be in the next release.
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
0
Adam De Lay Replied
Eric, I've been testing over the last week using my web browser and thought I would pass on a friction point (UX issue) that I've noticed in the new interface. Nights and weekends, I have to occasionally check our support queue and most times I'm not in front of a computer so I use my phone. The new interface is very frustrating having each ticket I view open in a new tab. If I have to go through 30 tickets, that's 30 new tabs that get open in my mobile browser. From a mobile standpoint, it would be preferable to just change the main window and allow the user to use the back button. The fewer steps needed, the better.

Thanks,

Adam

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