All Topics: General | Helprace Support

App for Android and iOS devices

System Manager — Mon, 23 Oct 2017 11:20:33 +0000

Any plans on an Android or iOS product? I've just moved over from Zendesk to Helprace and, while there are CONSIDERABLY more features with Helprace that I very much like, the lack of mobile device versions for agents is notably missing. Not a huge thing but wondering if there were plans?

Live chat module

Jason Vaillancourt — Mon, 15 Apr 2019 19:09:03 +0000

I imagine since the community and knowledge base are already working quite well together, adding a chat function down the road wouldn't be too difficult?

Multilingual user portal

Josh Chai — Thu, 14 Dec 2017 16:04:44 +0000

We want to use Helprace to support both English and Chinese users; so far the UI localization looks fine, but is it possible to translate the content itself and make it present the local language while user reads? like the same content but in different language once it changes the language setting.

Time tracking for tickets

Edward — Mon, 23 Oct 2017 11:17:29 +0000

I need the ability to create and present reports to my clients as to how much time they have used in a period, a listing of incidents for a client; dates, times, brief summaries of ticket problem and maybe even resolution. Also I am looking for a program with a timer and/or time sheet attached to the ticket.

Most of my clients are businesses who are contracted with me for IT services. So I need to bring up a Company... which might have several users linked to it, and start a ticket, which in turn might have several actions and updates with time and notes attached to it.

Facebook & Twitter Channels

Edward — Mon, 15 Apr 2019 19:09:27 +0000

I'd like to configure Helprace in such a way that anything posted to my Facebook page is logged as a ticket. The same would be great for my Twitter too.

Jira integration

Stefan Probst — Wed, 13 Dec 2017 18:13:33 +0000

Multi-branding

Heather Kendall — Mon, 23 Oct 2017 12:43:52 +0000

It would be great to be able to customize more than just a 32x32 logo/space.

For our products and some specific projects, each will have its own website and related analytics, branding, etc. If we could point subdomains for each to its own helprace space, and connect analytics, etc, we could manage them all under one helprace account.

While those options don't exist, even though we can set up separate spaces for each, which is cool, we cannot utilize them very well. So, we will need to either go to a different provider with richer multiple product support or set up multiple accounts.

We also need to be able to set up the widget per product, project, etc. (or space) as suggested here: https://support.helprace.com/i172-can-you-just-have-a-widget-for-a-particular-space

Active Directory / LDAP Intergation

Tarek Saade — Sat, 07 Dec 2019 01:07:14 +0000

Zapier integration

Matthes Wild — Wed, 13 Dec 2017 18:12:39 +0000

Slack integration

Gunnsteinn Hall — Wed, 13 Dec 2017 18:13:12 +0000

It would be great to be able to post notifications and updates to a channel in Slack.

Currently it is possible to monitor the helprace RSS feeds for community updates, but the messages are not clear. I did not see any way to read ticket updates on Slack.

Creating a ticket from an email I forwarded manually

Megan Neal — Wed, 13 Dec 2017 11:29:03 +0000

We're forwarding tickets to our Helprace account automatically. It's been setup by following these instructions Adding mailboxes and setting up email forwarding. All is well with that.

Though occasionally our customer may send a support request to my personal email. I wish to forward such an email to our Helprace address and see it converted to a ticket with a proper requester being set.

Reporting for community

Megan Neal — Fri, 08 Dec 2017 18:14:09 +0000

I'd like to have reports for community users, posts and activity.

Is it possible to have a version running on our own server?

Megan Neal — Fri, 19 Jan 2018 14:21:50 +0000

Mark as best answer for topic starter

Mike Foster — Mon, 23 Oct 2017 11:17:35 +0000

Would be nice if topic starter could mark the best answer instead of only staff being able to do this.

Gamification features for community

Edward — Mon, 18 Dec 2017 13:43:33 +0000

There has to be a way to reward community members for helping others. This helps to motivate them and adds some competitive spirit.

Subscribe for alerts to new activity in a specific space

Bill Ciccone — Mon, 23 Oct 2017 11:20:27 +0000

I would like to see the community offer the ability for visitors to subscribe to spaces so if there is activity, they will receive a notice and decide if they want to follow it or not. Otherwise, no one will know to follow convesations or even participate in them.

Need to add a new request type

Cyates — Thu, 02 Apr 2020 16:46:54 +0000

I am attempting to add a second type of request and add different fields to it. I cannot find a path for this in the software.

Goals:

Provide users a way to request a new item OR submit a claim/complaint about an existing item. Two paths for two different concerns.

This is not evident. Can it be accomplished?

VOIP integration

Brendon Paul — Tue, 19 Dec 2017 12:17:25 +0000

Mobile SDK

Megan Neal — Thu, 14 Dec 2017 16:32:43 +0000

Vote without signup

Hugues Morneau — Tue, 12 Dec 2017 09:57:01 +0000

Allow users to vote without registration. You can just request their email once.

This would maximize the feedback.