What's happening now: The new Support Tickets view is now the default experience. Users who prefer the previous layout can temporarily switch back using the "Return to Legacy View" option. We're gathering feedback during this period before making the new view permanent.
We've redesigned the Support Tickets experience in CloudRadial UCP to improve performance, readability, and overall usability for end users. This article covers what's changed, how to switch between views, and what to expect during the transition period.
- What's Changed: Ticket List view
- What's Changed: Individual Ticket View
- Disabling the AI Summarization
- Switching Between Views
- Providing Feedback
- Frequently Asked Questions (FAQs)
What's Changed: Ticket List View
Before (Legacy View)
The legacy ticket list featured tab-style filters at the top (Open, Closed, Waiting) and collapsible blades on the right side for Search, Charts, and Insights. While functional, the view loaded ticket data on every visit, which could result in slower performance for users with large ticket histories.
After (New View)
The updated ticket list introduces several improvements:
| Feature | What's New |
|---|---|
| Filter Buttons |
Redesigned as pill-style buttons (All Tickets, My Tickets, Open, Waiting, Closed) for easier scanning and selection. Note: All Tickets is available depending on the specific permission, like a Company Administrator. |
| Ticket Caching | Tickets are now cached locally, dramatically improving load times. A Last Synced timestamp shows when data was last refreshed. Tickets sync automatically overnight and whenever the Support Tickets page is opened. When you open an individual ticket, it pulls the latest data directly from your PSA for the most current information. |
| Column Filters | Each column now includes inline filter controls and date range pickers for faster searching |
| Simplified Reporting | The Charts and Insights blades have been consolidated into a single View Charts button in the top right |
| Cleaner Layout | Subject now appears as the first column, with Contact moved earlier in the view for quicker identification |
What's Changed: Individual Ticket View
Before (Legacy Tickets)
The legacy ticket detail view displayed the conversation thread with user messages in blue and technician responses in gray. The layout included tabs for Discussion, Timeline, Details, and Feedback, with the comment box and file attachment options positioned at the top of the view.
The primary limitation was that headers were not fixed, so reviewing long ticket threads required scrolling back to the top to add comments, attach files, or access ticket options.
After (New Tickets)
The redesigned ticket view addresses these pain points with a more intuitive layout:
| Feature | What's New |
|---|---|
| Fixed Header | Ticket subject, contact info, status, and ticket options remain visible at the top as you scroll through the conversation |
| Comment Box at Bottom | The reply input has moved to the bottom of the view, matching the natural flow of a conversation |
| AI Summary | Long ticket threads now include an AI-generated summary at the top, helping users quickly understand the current state of their issue without reading every message *This can be disabled, read more below |
| Ticket Details Dropdown | Original ticket details (form responses, initial description) are now accessible via a collapsible Ticket Details section, keeping the view clean while maintaining quick access |
| Improved Colors | User and technician messages now use deeper, higher-contrast colors for better readability |
| Enhanced Feedback UI | The "How are we doing?" satisfaction rating has been visually refined for a cleaner appearance |
Disabling the AI Summarization
Partners that do not wish to have the AI summarize their ticket information can turn the function off. To do so:
- Log into CloudRadial UCP as an admin and navigate to Partner > Settings
- Select Account & Branding at the top right
- Select the Customization tab
- Under the Artificial Intelligence section, enable the option to Suppress AI ticket summaries
Doing so will prevent any information from being sent to or summarized by the AI. Note that this change is global at this time and not customizable per-client.
Switching Between Views
From New to Legacy View
If you'd like to use the previous layout, click Return to Legacy View in the top right corner of the Support Tickets page.
From Legacy to New View
To try the updated experience from the legacy view, click Try New View in the top right corner. By the ned of January 2026, this will be the default option for users.
Your preference is retained during your session, allowing you to work in whichever view you're most comfortable with.
- Note: We will be swapping to the new view permanently once we have gathered sufficient feedback from our Partners. Be sure to give your feedback on any changes soon.
Providing Feedback
We're actively gathering feedback on the new Support Tickets view before finalizing it as the permanent experience. If you encounter any issues or have suggestions, please submit a ticket to support@cloudradial.com
Frequently Asked Questions (FAQs)
- Can I disable the AI summary on tickets? Yes, you can go to Partner > Account & Branding > Customizations and toggle the option to disable AI summaries. There is a section above with images showing how to do this.
- Why do I see "Last Synced" instead of live data? The new view caches ticket data to significantly improve load times. Your tickets sync automatically.
-
Why don't I see a ticket I know exists in my PSA? There are a few common reasons a ticket might not appear:
- The ticket is on a board or queue that hasn't been enabled in CloudRadial
- The ticket has a status that's been excluded from display
- Your permission level (Company, Site, or Personal) may not include that ticket
- The ticket was recently created and hasn't synced yet—opening the Support Tickets page will trigger a refresh
- How far back can I see my tickets? CloudRadial displays tickets updated within the last two years. Tickets that haven't been modified in over two years are automatically removed from the portal view. Your PSA retains the original records.
- Where does my ticket data actually come from? Your PSA (ConnectWise, Autotask, Halo, etc.) is always the source of truth. CloudRadial caches ticket data locally to provide faster load times and filtering, but when you open an individual ticket, it fetches the latest information directly from your PSA to ensure accuracy.
- Will the legacy view be available permanently? The legacy view is available during this transition period while we gather feedback. Once the new view is finalized, it will become the standard experience, and the legacy view will be removed.
- Can I still filter by status like before? Yes. The Open, Waiting, and Closed filters are still available, now displayed as pill-style buttons along with new options like All Tickets and My Tickets.
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What is the AI Summary? For tickets with extended conversation threads, an AI-generated summary appears at the top of the ticket view. This provides a quick overview of the issue and its current status without requiring you to read through every message.
- For more information on CloudRadial's AI usage terms and security policies, please read more here:
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