Firstly, we’d like to thank all of our users for the feedback they’ve given us over the last few months. Many of you take to our lovely User Portal (where you are now) to share your thoughts. For that we are super grateful. We read every single post with excitement (honest!) and keep track of every request. That’s because we love building tools for you, as requested by you and for the particular needs you have. As we wrap up January and head into an exciting 2015, we’d like to recap the updates we’ve rolled out this month.
As part of this set of updates, Helprace is introducing Macros. Macros allow you to automate repeat ticket actions and quickly respond to common requests with a click of a button. As a result, Macros increase your productivity tremendously, making handling tickets (especially repeat tickets) a breeze.
In addition to Macros, we’ve rolled out social media authentication (you can now log in with Facebook, Twitter and Google+ accounts). We’ve also updated our search engine to work more smoothly across the ticketing platform.
Here are some workflow improvements you can expect with new Helprace Macros:
Our primary goal with Macros is to minimize time spent per ticket while keeping each and every ticket personal. We’ve finally made this possible with canned responses. Canned responses can be set by agents and called up while in a ticket to populate the reply field.
Dynamic Placeholder Support
Memorable customer support means personalized messages. That’s why we’ve concurrently developed support for placeholders. Placeholders allow you to insert various ticket data into messages - so you can automatically address the user by his first name, for example.
Setting Ticket Properties
What if you could set ticket properties, add particular tags, private notes and assign the ticket with one click? You can finally do just that. As you can see, Macros are very helpful for tickets that are repetitive in nature.
But wait, there's more:
You can search through macros when clicking the "Apply Macro" dropdown box. Simply type in your query and macros will be filtered in real time. You can also organize macros in sub-folders, as well as edit or delete them. In short, there's nothing we didn't think of!
At Helprace, our goal is to develop the right set of tools for you to keep your customers happy. We understand that a new feature means you’ll need some time to get used to it. Fear not, you can read all about macros in our knowledge base. Macros are accessible to users in “Targeted” and “All-In” plans.
As always, we look forward to your feedback regarding our features!