The original ticket design and functionality were a bit outdated - redesign was necessary. The new design is simpler, all important info is placed where it is needed and the ticket updating system is also much more intuitive.
These are the things we improved:
Ticket view mode - each ticket is displayed in what we call a "View mode". The view mode is easier to read, displays all information for you might need right where you can see it. It no longer allows editing the ticket.
Ticket edit mode - the oposite of the view mode is the edit mode. It is triggered every time you need to change a key part of a ticket, such as its subject or description. As these are not changed often, there is no need for them to be changable all the time.
To fully support the new concept, we also introduced the perform action panel. This feature is available on all tickets allows you to make quick, repetitive updates to a ticket as simple as typing an email. Adding a comment, assigning or resolving tickets can now be done in just a few clicks.
This allowed us to introduce a lot of minor changes. Better attachment handling, displaying times also in relative form (like "one minute ago"), to name just a few.