Fall Recharge: Helprace Productivity Updates

Wed, 20 Sep 2017, in Helprace, Releases

When summer’s over, most of us get right into gear. The weddings, camping trips and backyard BBQs become a distant memory. It seems that everyone’s preoccupied with making goals for the months and years ahead.

As for us, we’re busy pushing new updates to help you get the most out of your customer support software. Here’s what’s new:

Automatically assign tickets

From now on, you don’t have to worry about leaving tickets without anyone to work on them. When new tickets aren’t assigned to an agent, they risk getting lost in the pile.

We’ve launched a new workflow (a command within your Helprace) that takes care of automatic assignment so that you don’t have to!

This workflow takes all incoming, unassigned tickets and assigns someone to work on them. It could be an agent with the least amount of work or a set of agents in a round robin fashion.

Bulk ticket updating

We are making it easier for you to do more with less (clicks that is!) with bulk ticketing system actions.

Upon selecting the desired tickets in list view, you can change any single ticket field or all of them at once. For example, you can apply macros, send replies or add internal notes to tickets in bulk.

You can also mark selected tickets as spam or delete them right in list view as well.

New Captcha

We’ve also improved the Captcha during user signup.

The new Captcha is easier on humans and tougher on bots. Now it works quietly in the background without prompting users to pass silly quizzes.

An improved user experience for all involved! Except robots. Sorry, guys.

If you want to learn more about these (and other) feature releases, you can check out our updates post. In addition, you’ll get to learn how it all works in your Helprace.

PS:

Have an itching question or suggestion? Head to the support portal and drop us a line! We’d love to hear from you (and keep you posted on any changes.)

Tags: release