Tender Team,

Our use case involves the receipt of more than 100 new cases each day (possibly much more). Currently, the system does not facilitate the ability to review and triage a large number of issues quickly. Specifically, the site navigation requires too many page views and clicks than are necessary.

PROPOSED:

Improvements or a new interface that would allow you to take action on a list of cases quickly:
- View the list of issues (for example the Inbox tickets) - click on the first in the list - every button on the page implies that it is an action and will take you to the next case, ie: - Comment (Next) - Comment, Resolve (Next) - Assign to Queue [list) (Next) - Resolve (Next) - Using any of these buttons will perform the action, then immediately display the next case. A 'Flash' message at the top of the page might confirm the disposition of the previous ticket, ie: 'Case 3 was marked RESOLVED (Now viewing case 4)'

Fogbugz provides a workflow like this, and it is critical to getting through a high volume of cases quickly.

I would be happy to discuss this use case with the team further by phone or email if it is helpful.

Thanks.