Known issues

Hierarchy of important information in relationcard is unclear

It's very difficult to determine where the metadata (and account settings) should be displayed. Often, contract info is very important for a relationcard (household info). The latest tickets are important. The signaling information is important. It's one of the most complex problems for CRM to solve.

Suggestion: add 'pin to top' customization per client - so each client can configure their relationcard to show what's most important to them.

Tickets versus conversations division is unclear

It's difficult to determine when a conversation should be upgraded to a ticket or not. You can log information to a conversation, and be done with it, or you could link a conversation to a ticket and keep track of the ticket. Which to do, can be confusing - other competitors have struggled with this too (there's a Zendesk thread, amongst others).

Suggestion: add a 'upgrade to ticket' flow where you can keep track of multiple items, link information, and the ticket will be shown in the user's portal.

Browser navigation requires development revamp

A technical issue, but to support browser navigation better, we'd have to switch to non-hashed URLs and use a different routing system, which requires development effort. It's a major UX improvement, but would require high effort to fix.

Top bar block

Many new features lean on the 'top bar' addition. Right now, the 'top bar' doesn't seem near completion, so features are blocked until the top bar is created and implemented into the product.

Quick search is unfinished

Many interactions that have already been defined, have not been implemented properly yet. One of the most important interactions (for power users) is the quick search bar. Keyboard shortcuts have been suggested by the design team, but these haven't been implemented yet properly.

Responsiveness needs attention

Currently, the Suite has been made responsive in hindsight. Many interactions and/patterns do not function properly yet - would need significant investment to fix.