Submitted

Tooltip Blocks Access to "Manage Participants" in Multi-Participant Conversations

Summary

When viewing tickets or conversations with multiple participants, the tooltip displayed on the Merge option ("Unable to merge this ticket because it has multiple participants") appears directly over the Manage Participants menu item, making it difficult to access.

The Problem

One of the most common actions in multi-participant email conversations is managing the participant list. In particular, I frequently need to remove our support email address when it has been automatically added as a participant through email replies.

If the support address remains in the participant list, customers who use "Reply All" can unintentionally generate duplicate responses and additional conversation noise.

Unfortunately, the tooltip for the disabled Merge option appears directly over the text of the Manage Participants menu item. As soon as the cursor passes over the disabled merge entry, the tooltip covers the item I'm trying to click.

This creates a frustrating workflow where I have to:

Wait for the tooltip to disappear, or
Carefully click a very small uncovered area of the menu item

Because participant management is a frequent task, this interruption occurs many times per day.

Suggested Improvements

Any of the following would significantly improve usability:

Option 1: Reposition the Tooltip

Display the tooltip to the side of the menu rather than directly above the menu items.

Option 2: Add a Hover Delay

Introduce a short delay (for example 500-1000 ms) before showing the tooltip. This would allow users to move directly to Manage Participants without triggering the popup.

Option 3: Prevent Tooltip Interference

Allow pointer events to pass through the tooltip or ensure it never overlays clickable menu items.

Option 4: Improve Menu Layout

Consider placing Manage Participants higher in the menu than actions that are disabled when multiple participants exist.

Impact

This is a small UI issue, but it affects a high-frequency workflow. Reducing the friction around participant management would save time, reduce user frustration, and make common email-based support activities more efficient.

Expected behaviour: Inform the user why merging is unavailable without obstructing access to nearby actions.

Current behaviour: The tooltip obscures the "Manage Participants" action, making it unnecessarily difficult to click.