Experience the new Triage

Great thanks! Now using new triage! 

New Triage looks great.  I can’t wait to see which view I prefer.  My gut is saying Split view but you never know.

I love the split view. Started using it right away and won’t go back.

I enabled it and really don’t like it. Two questions: 1) Will this be the only option after it’s out of beta in August? 2) Is there a way to opt out of the beta today and disable? I shouldn’t have tried something new this particular week. We’re down to a skeleton crew and this change is slowing us down. I usually love trying new things, so it’s strange that I feel overwhelmed by this update...

Is it possible that the “list” view can have a bit more expansion of each tile? In the “old” view a really nice thing was being able to really quickly glance at multiple emails and get the context of each and be able to prioritise accordingly (the idea of triage)

Now that seems difficult as everything is right aligned next to a subject its hard to see a lot of information quickly. 

Hi @Megan Sells and @beaugaudron 

Thanks for sharing your thoughts with us regarding the latest Triage experience. I understand that change always takes some getting used to, and we truly appreciate your candid feedback.

The new Triage is released after a largely positive response from hundreds of customers who have been beta testing over the past seven months, and we have made tweaks along the way based on their feedback. The updated design and experience is intended to make it more efficient to navigate and handle email quickly, provide flexibility to accomodate those who prefer to manage their email in different ways, and also make the transition to Karbon easier for new customers who are more familiar with tools such as Outlook.

We welcome all feedback like this, and will continue to take it on board as we work on future improvements. It's unlikely that we'll introduce an option to use the legacy Triage design, as it's not realistic to maintain this user interface as the rest of the Karbon product improves and evolves around it. However if there are specific aspects that you really miss then we will make sure that feedback is factored into future product decisions.

Thanks again for the feedback and your support of Karbon

The old triage had a look and feel different from Outlook which I appreciated.  

Hi,

We are impressed with the new AI summarization of client timelines and loving it, a member of the team has asked if you are able to add some dates to the summary so we can see at a glance when things had been discussed please?

Thanks @donnaCitrone we are considering this as well as adding links back to the specific conversation. Until then, you can see the last ten conversations directly below in the timeline if you need more detail. 

The new split view is a game changer - absolutely brilliant enhancement.  Definitely can’t go back to the old view now. I reckon it’s at lest 60% faster clearing emails and assigning to jobs etc than the old view.  Well done team!!!

Now if you can make it so we can sort Triage by sender etc it would be absolutely unstoppable.

Is there a way to correct, add to or delete the new AI summarization?  

AI summarization of client timelines

Further feedback from my team:

“It's a first world problem, but could you also provide the option of minimising and expanding the summary as the summary has taken up nearly the whole screen.  :)

@Jana When a new note or email is added to the last 10 conversations then the summary will be marked as “outdated” and you will be able to resummarise with the latest updates. 

I like the compact view of the new list, however I preferred how the email thread would open within the list in the old Triage. I don’t like how emails/client requests open in the new Triage so you can’t see the list when you are viewing an email/request. I know some will say then use split view, but I don’t like the split view personally. Too cluttered and too much like outlook which I am not a fan of.

Would there be any option to keep that method of opening emails/requests from the old Triage while having the compact view of the new list when items are closed?

I would also prefer that the work item and client name are on the left side under the contact/client request name so I can see at one glance what belongs to who.

Another feature that has been lost is the ability to mark client requests as complete or incomplete from within Triage. I now have to open the work item and find the request to change the status. Very unnecessary and time consuming and not something I had to do in the old Triage.

Appreciate all that the Karbon Team does to improve the product and make it as functional as possible for us all! :)

The new triage is awful and it’s even worse to navigate when you are on your phone. I’m not sure who asked for this but it would have been great if we had the option to keep the old triage. This is NOT a case of not wanting to change I love progress but ALL change is not good change. As the owner of the company I feel like I am paying too much $$$ to experience this kind of aggravation

I really don’t like the triage of the new version, it’s very hard to work with and I can’t see the emails properly. Please, go back to the old version or give the option to go back to the old for some people. Nothing was broken.

Please DEAR GOD add the ability to “sort” in triage!  Its such a basic function available in every email client. Its imperative for productivity.  Say I received 12 different threads pertaining to the “Jones account“, buried somewhere in 200 triage items. When Triage backs up, I’m forced to hunt for things related to Jones one by one to clear them. Wouldn’t it make more sense to allow sorting so you can review and clear together?

The simplest solution would be to add a filter in the global search for “triage items only”. Add a button to allow clearing from there. Quite literally begging for this. Thanking the Dev Team in advance :) 

PS, agreeing to bring back the expanded threads in list view. Seeing the thread in context to the rest of triage was ideal. Context switching and then losing the location of the thread is a step backwards. Easy fix! Please ? 

Myself and the rest of our team, having used the Karbon for a number of years, are finding the new Triage layout difficult to use and navigate. 

Key question: Will there be any ability to switch back to the old look, feel and functionality?  Please?

If not, then if you are going for more of an outlook feel, will there be options to add / remove columns, or change the formatting of columns so that you can create a View that allows a more organised feel in Triage please.  It is difficult to manage and feel in control with everything not being aligned, or being cut-off etc (and I am using a larger monitor).

Thanks

On behalf of our team regarding the recent updates to the Triage layout in Karbon. After using Karbon for several years, we have found the new Triage interface challenging to use and navigate.

Please, go back to the old version or give the option to go back to the old style.

Thanks
 

Not enjoying the new triage experience, can we please request for the original view to be an option.

This seems like a lesser version of Outlook - difficult to manage my emails, workflow with the new view, causing lots of anxiety!

Thank you