Blog

We just released some important ticket list view optimizations, aimed to decrease the load speed and improve the interaction, especially for a high number of tickets. This improvement is especially perceptible when browsing through the ticket list with Previous and Next navigation buttons. Moreover, these navigation controls guides you through the virtual ticket list based on your last filter parameters. For example, if you used to view all "Working" tickets with "High" priority, you simply browse the individual tickets one by one without having to return again to the entire list.

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We have good news for those agents who are too lazy to login and search for a new ticket each time they get email notification. Now you have a feature that can help you handle it – you can include new variable placeholder that display ticket Url for agent in the assignment notification template. When you click on the link, it takes you directly to the ticket page. There you can review ticket details, reply to customer, discuss with your teammates, or perform any other ticket action. It allows you to complete daily support tasks directly from your email inbox and saves your time in signing...

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We just added the possibility to search through the ticket history using free text search. You can search client and agent replies, as well as internal/team notes.

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On October 30, 2011, HelpDeskSAAS introduced new release of its product line. HelpDeskSAAS includes variety of new features, enhancements, and much more! Internal notes and team discussions Using internal notes allows you to add instructions thoughts or insight to tickets for yourself or your colleagues. A handy use of the future is to add information to a message and then send notifications to a coworker for follow-up. It's also now possible to add the entire information to email. This improves the speed and overall accuracy of your help desk team by eliminating the need for any one employee...

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What is a help desk software? Help desk software is what brings together the different methods of a company's customer service and support. A powerful help desk support system requires careful integration of support ticket software and knowledge base. A quality online help desk software should also cooperate with any existing website software and design. Some help desk products offer customers a wide variety of support methods. Management of the support software is always easy with their featured administration interface as each system seamlessly integrates into one another, making a powerful...

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HelpDeskSAAS is now accessible via mobile devices, anytime, anywhere. We just released a help desk mobile web interface with HTML 5 support for most popular handheld devices, including Android, iPhone, Blackberry, iPad, Windows Mobile. The mobile version is fully hosted online service, with no software to install. This new feature provides greater flexibility for agents and for your clients and, when combined with other features of HelpDeskSAAS, takes productivity to a new level. Agents can now easily monitor help desk activity when connected via cellular or WiFi network to their HelpDeskSAAS...

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On July 01, 2011, HelpDeskSAAS introduced Release 3.2 of its product line with new features for email to ticket conversion, ticket processing, and much more! Convert email attachments As already available since the version 1.8, the e-mail to ticket conversion feature automatically converts support e-mails from the multiple mailboxes into the support ticket database. All support submissions can be captured and centralized in order to maintain effective customer service. The version 3.2 introduces the enhancement to this feature. Unlike previous versions that weren't able to convert email attachments,...

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On May 15, 2011, HelpDeskSAAS introduced Version 3.1. This software release comes with a variety of new features and enhancements in order to maintain effective customer service. Most of the new improvements are related to processes on support side of the help desk: Internal Ticket tags for Classification and Categorization Internal tags enable the classification and categorization of support tickets with one or more keywords. Keywords or tags can be selected and configured according to your internal classification scheme. They can be are added to support ticket in any workflow process....

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In most service desk systems, support ticket classification exists primarily to classify tickets and issues in order to provide initial support. Initial support means proper analysis, evaluation and assignment. The issues behind the actual classification itself may experience problems in a typical help desk workflow. Typical classification schemes are often too complicated, or there are too many classifications that when you make your report, none of them are significant. Eventually, the number one categorization becomes "other," and the classification actually drops. Help desk needs a scheme...

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What's New in the HelpDeskSAAS? New features for chart & report creation, enhanced knowledgebase article editing, four different layout design schemes, and much more. On May 01, 2011, HelpDeskSAAS introduced Release 3 of its product line. HelpDeskSAAS Software Version 3.0 provides important updates for chart and report creation, numerous data mapping enhancements, new features for knowledge base editing, almost totally new layout design, support for the latest versions of major browsers, much more! You can access the new release using your current login credentials and learn more about...

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