Support Center – Preview the Capabilities to be Included with the Next Update

News
03 February 2019

We are almost ready to publish an update to our Support Center, but since this upcoming version includes a few important changes, we decided to let you preview the new functionality first. We ask that you log in to the Preview site during the next few weeks, review the changes outlined below, and let us know what you think.

Drop or Paste Images

You can now drop an image or paste it directly into the editor. You’ll see markdown while you edit the text, but you can switch to Preview to see how your text and images look together.

Add Multiple Attachments

Just as with images, you can drop as many files as you need directly onto the editor and Support Center will automatically link them to your ticket as attachments.

Easy Filter

We completely reworked the functionality of our filter panel making it simpler and more powerful at the same time. Instead of browsing a tree with dozens of categories and nested items, you can now set the necessary filter settings using a few drop-down controls. In addition to the mouse, you can also use your keyboard to find and select the necessary platform/product with ease.

Mark Useful Answers

A new “Thumbs Up” button allows you to easily mark an answer you consider useful. When you browse tickets looking for answers, you will see which answers were voted up the most.

Label Tickets

We updated the underlying data structures so you can now link a ticket to multiple products or technologies. Our support staff can do the same when we post Knowledge Base articles or Examples. This functionality ensures you'll get more relevant search results for cross-platform products, meaning you'll find answers to your questions quicker.

An Updated Theme and UX

We aimed to refresh the visual theme and optimize the UX while preserving existing workflows as much as possible, so you'll find most control elements in the same spots. Another focus point for us was complete keyboard navigation support. Do let us know if anything stands out to you in the updated interface.

Try the Sandbox Version and Let Us Know What You Think

As I mentioned above, we’ll keep the Preview version available for everyone to test for the next few weeks. To try the new functionality, use your DevExpress credentials to log in to the following website:

https://supportcenterpreview.devexpress.com/

A few limitations make this website a sandbox:

  • All tickets have been marked as Private, which means you’ll only see Knowledge Base articles, Examples and your own questions and bug reports.
  • We ask you to continue to use the current Support Center website as the primary Support Channel. The Support Team may engage in test conversations, but we will not provide technical assistance within the Preview website.
  • The Preview website works with a snapshot of Support Center database. All the changes made on it will be reset regularly and will not make it to the database when we switch to the new version.

To share your thoughts on the new functionality, use the Post Feedback button at the top of all pages on the new website. We are eager to hear how you like the new capabilities and ready to discuss possible improvements to our implementation.

Thank you for taking the time to help us improve our support services.

21 comment(s)
Simon Hewitt
Simon Hewitt

Definitely thumbs up for the multiple attachments!

4 February, 2019
Simon Hewitt
Simon Hewitt

Suggestion 1: When a ticket or comment is saved - remove all trailing whitespace.

I have a bad habit of making space to leave room for code snippet insertions and I forget to remove it later so it wastes space.

4 February, 2019
Mikhail Shubin [DevExpress MVP]
Mikhail Shubin [DevExpress MVP]

Hello Max,

Is it possible to add another checkbox Answered by Me?

Quite often I remember my answer but I can't find the ticket...

4 February, 2019
Simon Hewitt
Simon Hewitt

Suggestion 2: When inserting code snippets as cut & paste from VS, it preserves all the whitespace to the left from the original source and can go off the screen with the indentation. It would be nice to remove all the 'common' leading whitespace from each line so it starts on the left.

4 February, 2019
Vladislav Kiselev
Vladislav Kiselev

At last!

4 February, 2019
Scott Gross
Scott Gross

Fantastic!

4 February, 2019
Mikhail Shubin [DevExpress MVP]
Mikhail Shubin [DevExpress MVP]

Also I see that in the new design the ticket statuses are missed:

yadi.sk/.../hojGOxIGrPgq0g

4 February, 2019
renejdm
renejdm

Finally!

4 February, 2019
Gustavo Marzioni
Gustavo Marzioni

How do you can sort by Modified or Relevance?

4 February, 2019
Daniel Hall 5
Daniel Hall 5

FANtastic addition to our support workbench.  Much needed improvement.

4 February, 2019
Heiko Mueller
Heiko Mueller

Besides all the good new things I see some disadvantages compared to the old one:

- The filter function is no longer as handy as before. The popup for scrolling through the platform/product entries is too small in height.

- Sorting by date and/or relevance is no longer possible.

- After opening a ticket from the search hit list and returning via "All Tickets", a list appears that ignores my last search.

- the layout doesn't fit well into my screen - I would prefer a layout that uses the entire available screen area and has something like a 'reading field' on the right that displays the selected ticket without opening a new mask (like Outook etc.).

4 February, 2019
Mark Hopper
Mark Hopper

- I concur with Heikos comments, in specific the not being able to sort by date and/or relevance.

- Definitely was needed in terms of being able to attach multiple files as attachments to the tickets (always had to use zip folders previously).

- The look and feel of the tickets, does appear to make them more readable and followable

- Might want to think about opening in new tab when selecting a ticket, as the current "feature" whereby you lose your search results will get very tiresome and annoying very quickly.

- Even though layout is using the same amount of space within the page, I concur that it feels a bit more squished than previously (probably due to the filter panel usage)

- The Platform/Product Filter to me is not that useful, and would require me to be forever scrolling within a tiny window to select the product I wish to filter by (maybe rather than having groups within the select box you have a separate selectbox for technology or platform etc. Just so that the end user experience reduces the requirement on scrolling through a huge list

5 February, 2019
Tom Mcd
Tom Mcd

I agree about the Mark and Heiko about the filtering.  I prefer the old style where you used a tree list to filter by a category instead of the dropdown list in the new version where you have to scroll forever to find your topic.  

5 February, 2019
Alfred Rakgole 2
Alfred Rakgole 2

Good Improvements,

How to implement "Easy Filter" in ASPxGridView or in MVC?

6 February, 2019
S. Hartmann
S. Hartmann

I agree to Mark, Heiko and Tom,

Also I like the new theming very much, the old version was much easier to handle.

I switch often between different technologies (WinForms, WPF) and there between the Controls (XtraGrid, StraBars etc.). This is painful now.

Please keep the old way to filter using a tree for having easy access to the comple list.

6 February, 2019
Max V. Evseev (DevExpress)
Max V. Evseev (DevExpress)

Thank you for your feedback, guys! We will see what can be done to fine-tune the new look and feel so that it works better for most of our customers.

Let me comment regarding the new filtering feature:

First, I understand the switching scenario may not be comfortable with the new approach. I have some ideas in mind how to support it, and we will see what we can offer you in this regard.

Second, have you, guys tried using the keyboard to select the necessary product quickly? Our current product tree has lots of items, and even I can't locate the required product with ease :-)

7 February, 2019
Customer65858
Customer65858

create a new project for devexpress using  devexpress galery tempale

it comes with inbuilt userregistration and Login, when i Register and Login, i cant see the table store the user Account details

8 February, 2019
Uwe Keim
Uwe Keim

Any chance to add a size-gripper to the "Description" field?

Would be great if I can drag it to have more lines visible, just like e.g. Stack Overflow's input text area, allows, too.

8 February, 2019
Saif Khan
Saif Khan

Yes, the ability to vertically resize the text editor. Also consider allowing the ability to come back and add a "private" note on a ticket or comment. This should only be visible to the creator and no one else. Even if the ticket is made public. This helps in cases where one may want to add an internal repo commit# or mental notes.

8 February, 2019
Adlay Almeida (AA)
Adlay Almeida (AA)

I think it would be useful if the details of the ticket (OS, IDE Version, etc...) were recorded and repopulated when a ticket it first created. This information doesn't change very often and re-entering the information even time is quite tedious. It is far easier to adjust the one or two items that are now different than to re-enter everything every time. Otherwise, great stuff!

12 February, 2019
A G 4
A G 4

First look at the preview and notice a couple of things.

The 'Post Feedback' button takes me to create a new ticket. If this is just supposed to be posting feedback on the new support site, it should be something simple, like this here.

The filter box should be lower down, like on the filter row, not up high on the top menu, which makes it seem like it won't apply to the other filter selections.

23 April, 2019

Please login or register to post comments.