We were hard at work over the last few months, and now we're celebrating. That's because we're unveiling Helprace Apps - giving you more freedom than ever to control what shows up in your admin panel and User Portal.
After getting to know our customers and their support needs better, we realized that no one's support strategy is alike. We're happy to finally roll out Apps designed to simplify support and give our customers more control over their support delivery methods. In short, Apps allow you to toggle on/off the three Helprace support modules (Knowledge Base, Tickets and Community).
Here are some of the things you can do with Apps:
Set support channels that matter
By default, Helprace enables all support channels in your account as shown below (assuming that you're on Trial or All-In plan). This means that end-users will be able to read knowledge base articles, submit requests or participate in the community via the User Portal.
As part of this update, you'll be free to disable the ones you don't want. This will affect the look and feel of your admin panel as well as User Portal for your end-users.
Collect the right type of feedback
The Community offers additional customization options, depending on the level of engagement you'd like to offer to your end-users. By enabling or disabling the feedback channels (Questions, Ideas, Problems, Praise) you can adjust your support strategy to reflect changes in customer expectations.
Support that’s in tandem with your business
Today, you may think a help desk is all you need. However, your business direction or customer needs may change - so must your support. Apps let you drive the changes your business so desperately needs.
But wait, there's more
When you disable a channel, all user-generated information is hidden but remains stored on secure servers. All user data including topics, comments and votes will be visible when you enable the channel back again. Apps can easily be accessed through the Settings page of your admin panel. This function is only available to Owners and Admins in your Helprace.
What else is up our sleeve?
Apps will be the place where we introduce integrations with your favorite products. You’ll be able to retrieve data from 3rd party sources and have it appear in Helprace or vice versa. Some of our customers told us what they'd like to see here and here. Have something to add? We look forward to hearing your ideas!
Lastly, if you'd like to learn more about using Apps, check out our most recent knowledge base article.