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Make the [Reply All] button visible or the default reply button.
Idea shared by Luis Madaleno - 6/25/2018 at 7:27 AM
Completed
Hi,
Since the redesign in version 13 that the [Reply All] button is hidden forcing users to make another click to find this button.

Most users do not click hidden buttons and therefore will only click in the [Reply] button not the [Reply All] thus breaking the communication chain.
This is very important!
 
Please make the [Reply All] button visible, or add an option to make the [Reply] button do a Reply All action.
 
There is plenty of screen space to have both buttons visible. I don't know why you made the decision to hide the most important button in a reply action.
 
Thanks.
 
Luis

4 Replies

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0
Eric McCarthy Replied
6/25/2018 at 7:45 AM
Employee Post
We made this design change to help make SmarterTrack more mobile friendly. This change also helps those working with lower resolution monitors where space is limited. We can see the benefit of making reply all the default option. We will add this to our internal discussion for further review.
Eric McCarthy Software Developer SmarterTools Inc. www.smartertools.com
0
Hi Eric.

If those buttons were responsible they would work fine in mobile and desktop devices.
In desktop devices there is plenty of room to show all the buttons.
I believe that even in mobiles devices there is enough space to show one more button.

But having an option to make the Reply All button the default one, and probably the only one is a better option.

I found out that some of my users always use the first button [Reply] instead of [Reply All] and this causes lots of problems.

Thanks.
1
Employee Replied
10/2/2018 at 12:25 PM
Employee Post
Hello Luis, 

In the next major release, SmarterTrack 15.x, the Settings > Tickets section will include a setting for 'Default Reply Option' which will allow administrators to choose Reply or Reply All as the default button selection. 
0
Andrew Barker Replied
12/12/2018 at 10:05 AM
Employee Post
As Andrea indicated, the latest release of SmarterTrack, Build 6910, includes a new setting that will allow you to specify whether Reply or Reply All is the default option.
Andrew Barker Software Developer SmarterTools Inc. www.smartertools.com
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