UI/UX

Right now, there is a "View >" link on the far right that takes me to agent details. It would be better if I could click directly on the agent name to get to the details page.

Incidents have a very clear structure and navigation including links in places that make sense. Primarily clicking an identity takes you to the identity, clicking an asset takes you to the asset, clicking view report takes you to the summary of the incident. For whatever reason, escalations have an entirely different UI experience and its confusing and techs are constantly clicking the wrong link due to the familiarity with working incidents. The primary issue is that escalations have a "subject" that is clickable to go to report, which is on the left hand side. Incidents have a "view report" that is clicable to go to the report, which is on the right hand side. This flip from right to left is causing the bulk of the issues. Another item is incidents having the tabbed experience to show details in a cleaner fashion, showing the report, recommended steps, and comments. This is missing entirely from escalations. It would be nice to see the same tabbed interface on escalations to show a general summary of what is going on, a tab showing affected organizations/entities, the recommended steps to take next, and a comments section.

As an MSSP we regularly set up sessions with our customers to go over their console. During these sessions we sometimes might accidentally hover over the organization selection in the top-left, which then flashes the full list of all organizations in our MSSP-account across the screen. Preferably, this would not be an "on-hover" pop-up, but require the user to click on the button to change organizations.

Would be great to have a column next to an escalation detail line item that has the PSA ticket ID if a ticket was created, that way an incident/escalation can be easily referenced within the PSA. Bonus points, if that Ticket ID from the PSA is clickable to take you directly to the ticket in question.