We are pleased to announce that another software update is in the works, and is scheduled to be released on December 10th at 8:00 pm – 9:00 pm EST. Please note that your helpdesk will not be accessible during the scheduled window. All emails will be queued and delivered after the update has been completed.
The update includes a few new features and enhancements to our platform. Below is a short list of features, enhancements and fixes that will be included in the update.
- Trakdesk has gotten much faster!! Especially when sending messages, creating and updating tickets etc..
- Nexmo SMS integration
- Forwarded messages are automatically inserted into the ticket conversation
- Ability to set forwarded message “visible to customers”
Note: If a forwarded / private message is set “Visible to customer”, all responses to the message will be inserted as public messages and will be visible in the customer portal. Responses to messages not set as “visible to customers” are kept private and visible to agents only. - Ability to display private messages to customers
- UI improvements
- Set default SMS gateway for SLA notifications
- Set default SMS gateway when sending SMS messages with automation / macros
- SMS to ticket bug fix
- Ability to add Bcc when responding to tickets
- Ability to set agent as “No one” in automation / macros
- Ability to set group as “None” in automation / macros
- Added Group “None”, Type “None” and Brand “None” support in automation condition
- Live browser notification enhancements
- Moved “Recommended Articles” when creating a ticket in the customer support portal to the right side of the page. We also made it easier to customize the layout for locked forms. In addition, with the new improvement of snippets, you can now place “Account update and New ticket form” on any page of your support portal. {% snippet NAME %}
- Anonymous article voting. Users can vote on articles without having to login
- Ability to edit default ticket status labels. “New, Open, Assigned, Pending, Closed”
- A complete rebuild of trakdesk customer portal.
Note: Due to the complete rebuild of the customer portal, the old trakdesk customer portal theme becomes obsolete and will not work after the upgrade, so to resolve this issue we will automatically install the new trakdesk theme and set it as default. However, this means that all of your custom changes to any theme page will have to be redone. To make the process easier, we will not delete your old customer portal theme, so you can find all your custom changes and apply them to the new theme as needed.
On the bright side of all this, we are releasing 4 brand new hand-crafted themes. You can install any of them at no charge :).
Installing a theme:
Go to Admin -> Themes -> At the right top, click on the gear icon and select Themes.
Select the theme you want to install, pick a color and click on the install button. If you would like to further customize the theme. Please see this article. http://support.trakdesk.com/support/en-us/articles/1-create-mesmerising-themes-and-impress-your-customers
1. Oxygen – The new trakdesk default portal theme. Preview theme
2. Prime – Available in 5 different colors – Preview theme
3. Prime – Flat – A flat version of the Prime theme. Also available in 5 different colors – Preview theme
4. Gravity – Available in 5 different colors – Preview theme