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- Number of Unread Messages does not update when reading them from "All Messages" Tab (Visibility)
- The number of unread messages (on the top of the "Unread Messages" Tab) does not properly update when reading unread messages are read from the "All Messages" tab, though it does update when read from the "Unread Messages" tab. This is a bug.
- Recommended Action: Update the counter every time an unread message is read, regardless of which tab it is read from.
- Messages are not displayed in proper order (Consistency)
- Messages are supposed to be grouped by dates and sorted with the most recent date first, but some days are out of order. This is a bug.
- Recommended Action: Ensure messages are being stored in appropriate order in the back-end and that they are pulled in the same order
- No auto-complete for search (Learnability, Efficiency)
- There are no recommended search results or way to access what was previously searched
- Recommended Action: Implement Auto-Complete, Save previously saved searches and recommend them based on relevance and frequency
- Search Bar has no visible shortcut to clear it (Efficiency, Visibility)
- Although pressing the "escape" key will clear the search bar and clear the search results, the affordances of this shortcut lackare lacking
- Recommended Action: Have a visible shortcut ("x" button) or improve add affordance/help for the escape key shortcut (possibly with hover text)
- "Unread Messages" Tab lacks visibility
- Multiple users did not see the "Unread Messages" Tab, suggesting that the tabbed interface was not visible enough
- Recommended Action: Improve visibility of tabs by outlining tabs with more defined lines around it and/or make unread tab open upon log in
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- Can't add tags to message by replying (functionality)
- There is a bug where the tags users create in the reply are not being added to the message where the reply is attached to until refreshed
- Recommended Action: Fix bug (ensure correct call to the back - end , proper update in back-end, is being updated, but it needs to trigger a proper update of the view)
- Functionality of Advanced Settings not clear (Help and Documentation)
- The purpose of advanced features such as "Alert Desk Captain" and "Notes vs Issue" is not clear and there is no help users can access to figure out its use
- Recommended Action: Have Since all desk workers are trained in the systems used at desk, we intended these features to be taught to them. However, even if this were the case, we could alleviate the problem by adding a help/about section to CollabDesk, have or having available help dialog specific to Advanced Settings.
- Reply does not appear right away (Visibility, Feedback)
- Browse Pane view does not immediately update after adding reply(have to switch tabs to trigger update of view), so user does not see feedback of adding reply immediately
- Recommended Action: Update the view when a reply is added
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- "Create New Message" dialog box does not scale (Put User In Control)
- Dialog that pops up to create a new message cannot be scaled, so part of the box may not be visible to users with certain screen sizes
- Recommended Action: Shrink default size of "Create New Message" and make it such that the box size is changeable.
- No recommendations when creating new tags (Learnability, Efficiency)
- There is no efficient way to access a list of relevant previously created tags
- Recommended Action: Suggest Though templates fill in at least one tag by default, we could suggest additional tags based on template, what frequently gets added to certain templates, and/or have auto-complete when user types in tag
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