User Portal Customization

Summer may be in full swing, but we're hard at work making Helprace even better! 

The big news of the season is that we're introducing extensive customization options for your user-facing portal and feedback widget. There's a lot more to it than that, so read on!

The big one: user portal customization

Today we launch a set of new features that allow you to change the look of your user portal and feedback widget. You can change the style of the UI; add a header & footer to match your website; adjust size and position of various UI elements; add links to your social media pages, other resources and much more. This can be done by adding the the appropriate code in your admin panel:

  • CSS stylesheets
  • Custom header
  • Custom footer
  • HTML code for <head>

User portal customization is available in our paid plans and you can learn more at the User portal customization page. 

Refer to articles and community discussions in tickets

Agents can search for and attach knowledge base articles or community topics to tickets. An agent's reply can be supplemented with a relevant discussion or article, giving customers a more comprehensive answer. Learn more: Adding a link to KB article or topic in a ticket reply

More ticket assignment control

In the past, an unassigned ticket changed or modified by an agent would assign it to them automatically. Although this is considered ideal behavior, some admins would prefer to have more control over this.

That's why this update changes how auto-assignment works. From now on, there is a new trigger taking care of auto assignment. While by default replying to an unassigned ticket assigns it to the sender, changing ticket properties or adding an internal note leaves the ticket unassigned.

With the help of the triggers (you can learn more about triggers here), admins can change auto-assignment behavior or disable it altogether.

Speaking of tickets and triggers...

We've also put some serious elbow-grease into trigger and ticketing improvements.

Default line-breaks in your tickets

Starting a new ticket or replying a ticket will feel more like replying to an email. From now on when an agent or user is working on a ticket, pressing Enter will insert a line-break, rather new start a new paragraph. We guarantee your tickets will look nicer and easier to read thanks to this small improvement :)

To start a new paragraph when responding to a ticket just press Shift-Enter.

Your KB articles and community topics editor will keep working same as before.

Revamped notification triggers

We have simplified default triggers that send notifications about ticket changes or replies to agents. We went with the philosophy that less is more and managed to cut the amount of triggers by half, without compromising their functionality or affecting the triggers you've modified or created – that would be just uncool.

To see the new triggers, you will need to reset them. Resetting triggers will remove any changes you made to them and deletes all your custom triggers. If you haven't done any changes to them, simply head to the Settings > TICKETS > Triggers page and clicking Reset to Default.

So thanks for reading and thanks for your feedback - it's all because of you these feature were built!

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3 replies

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C

I see.  Thanks for the info = )

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C

Thanks for the tip = )

Hope you don't mind I ask, what about other string label, like "Questions" or "Question"?

Is there a way to hide Activity on side bar menu, since it is nota channel, just wondering ...

 

Comment

Such labels as "Questions" cannot be altered, unfortunately. There is no way to hide Activity on the side bar, I'm afraid, but there is a bunch of other things you can hide: Branding your Helprace to match your business profile

C

Is there a global way to replace "Spaces" string to other string text?

I test the code locally, it seems to work but when put code snippet to "HTML Code for <head>"  section via the am din page, it does not seems to work ...

document.querySelector("li.breadcrumbs__item  ul.breadcrumbs__dropdown li:nth-child(1)").innerHTML = "Help Center"

thanks for the tip = )

I am currently evaluating help desk softwares (zendesk, freshdesk and helprace) and try to present them to my manager, personally I like helprace best so far : )

 

Comment

No need for such drastic measures :) You can change "Spaces" to one of following:

  • Product
  • Service
  • Forum
  • Department

For that simply go to the Settings > Spaces page in your Admin Panel and change the Space Type setting there. This will rename "Spaces" in the user portal.

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