Activity Ideas: General | Helprace Support Activity Ideas Helprace RSS https://support.helprace.com/s1-general/ideas/activity?format=rss Multilingual user portal 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.

]]> Thu, 14 Dec 2017 16:04:44 +0000 https://support.helprace.com/i266-multilingual-user-portal https://support.helprace.com/i266-multilingual-user-portal Josh Chai Josh Chai 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.

]]> Extract data for reports I need help extract data (user/agent name, ticket working on, date , status etc.) from Helprace.

I would like to build my own reports using Tableau or PowerBI to show productivity by user/ agent.

]]> Sun, 15 Jan 2023 15:25:08 +0000 https://support.helprace.com/i831-extract-data-for-reports https://support.helprace.com/i831-extract-data-for-reports Laiq Rahaman Laiq Rahaman I need help extract data (user/agent name, ticket working on, date , status etc.) from Helprace.

I would like to build my own reports using Tableau or PowerBI to show productivity by user/ agent.

]]> Markup support or keyboard shortcuts When writing technical articles in the KB, it would help a lot to have the ability to use markup syntax within the editor. Once used to it, it is slow and cumbersome to have to use the mouse to select a piece of text to turn it into inline code, for instance.

  If integrating markup is complex, it would help to have some keyboard shortcuts for developers, like one for "{ } code". To name a few:

  • inline code
  • clear format
  • paste without format (usually CRTL-SHIFT-V)
  • insert/edit code sample
]]> Wed, 19 Jan 2022 12:38:47 +0000 https://support.helprace.com/i821-markup-support-or-keyboard-shortcuts https://support.helprace.com/i821-markup-support-or-keyboard-shortcuts Admin Misas.org Admin Misas.org When writing technical articles in the KB, it would help a lot to have the ability to use markup syntax within the editor. Once used to it, it is slow and cumbersome to have to use the mouse to select a piece of text to turn it into inline code, for instance.

  If integrating markup is complex, it would help to have some keyboard shortcuts for developers, like one for "{ } code". To name a few:

  • inline code
  • clear format
  • paste without format (usually CRTL-SHIFT-V)
  • insert/edit code sample
]]> Having a dark mode added in. The system is quite bright with the white but a dark mode would help a lot in seeing things clearly. My eyes are sensitive to bright things.

]]> Fri, 17 Dec 2021 13:57:08 +0000 https://support.helprace.com/i819-having-a-dark-mode-added-in https://support.helprace.com/i819-having-a-dark-mode-added-in Robert Fodor Robert Fodor The system is quite bright with the white but a dark mode would help a lot in seeing things clearly. My eyes are sensitive to bright things.

]]> Allow for external_id in Create user API The create user api post should allow for the external_id variable to be passed in so when creating a user via api I can link that user with my system ID.  Not sure why that is not already there.  Seems like a necessity.

]]> Fri, 06 Aug 2021 17:03:08 +0000 https://support.helprace.com/i725-allow-for-external-id-in-create-user-api https://support.helprace.com/i725-allow-for-external-id-in-create-user-api Openside Openside The create user api post should allow for the external_id variable to be passed in so when creating a user via api I can link that user with my system ID.  Not sure why that is not already there.  Seems like a necessity.

]]> Allow for external_id in Create user API The create user api post should allow for the external_id variable to be passed in so when creating a user via api I can link that user with my system ID.  Not sure why that is not already there.  Seems like a necessity.

]]> Fri, 06 Aug 2021 17:03:08 +0000 https://support.helprace.com/i725-allow-for-external-id-in-create-user-api https://support.helprace.com/i725-allow-for-external-id-in-create-user-api Openside Openside The create user api post should allow for the external_id variable to be passed in so when creating a user via api I can link that user with my system ID.  Not sure why that is not already there.  Seems like a necessity.

]]> Allow for external_id in Create user API The create user api post should allow for the external_id variable to be passed in so when creating a user via api I can link that user with my system ID.  Not sure why that is not already there.  Seems like a necessity.

]]> Fri, 06 Aug 2021 17:03:08 +0000 https://support.helprace.com/i725-allow-for-external-id-in-create-user-api https://support.helprace.com/i725-allow-for-external-id-in-create-user-api Openside Openside The create user api post should allow for the external_id variable to be passed in so when creating a user via api I can link that user with my system ID.  Not sure why that is not already there.  Seems like a necessity.

]]> Allow for external_id in Create user API The create user api post should allow for the external_id variable to be passed in so when creating a user via api I can link that user with my system ID.  Not sure why that is not already there.  Seems like a necessity.

]]> Fri, 06 Aug 2021 17:03:08 +0000 https://support.helprace.com/i725-allow-for-external-id-in-create-user-api https://support.helprace.com/i725-allow-for-external-id-in-create-user-api Openside Openside The create user api post should allow for the external_id variable to be passed in so when creating a user via api I can link that user with my system ID.  Not sure why that is not already there.  Seems like a necessity.

]]> Get Custom Fields in Ticket API Is it possible to retrieve the custom fields and their data when using the api to get the ticket information. 

]]> Fri, 22 Nov 2019 20:48:57 +0000 https://support.helprace.com/i794-get-custom-fields-in-ticket-api https://support.helprace.com/i794-get-custom-fields-in-ticket-api Randy Rijkschroeff Randy Rijkschroeff Is it possible to retrieve the custom fields and their data when using the api to get the ticket information. 

]]> Allow for external_id in Create user API The create user api post should allow for the external_id variable to be passed in so when creating a user via api I can link that user with my system ID.  Not sure why that is not already there.  Seems like a necessity.

]]> Fri, 06 Aug 2021 17:03:08 +0000 https://support.helprace.com/i725-allow-for-external-id-in-create-user-api https://support.helprace.com/i725-allow-for-external-id-in-create-user-api Openside Openside The create user api post should allow for the external_id variable to be passed in so when creating a user via api I can link that user with my system ID.  Not sure why that is not already there.  Seems like a necessity.

]]> Allow for external_id in Create user API The create user api post should allow for the external_id variable to be passed in so when creating a user via api I can link that user with my system ID.  Not sure why that is not already there.  Seems like a necessity.

]]> Fri, 06 Aug 2021 17:03:08 +0000 https://support.helprace.com/i725-allow-for-external-id-in-create-user-api https://support.helprace.com/i725-allow-for-external-id-in-create-user-api Openside Openside The create user api post should allow for the external_id variable to be passed in so when creating a user via api I can link that user with my system ID.  Not sure why that is not already there.  Seems like a necessity.

]]> Allow for external_id in Create user API The create user api post should allow for the external_id variable to be passed in so when creating a user via api I can link that user with my system ID.  Not sure why that is not already there.  Seems like a necessity.

]]> Fri, 06 Aug 2021 17:03:08 +0000 https://support.helprace.com/i725-allow-for-external-id-in-create-user-api https://support.helprace.com/i725-allow-for-external-id-in-create-user-api Openside Openside The create user api post should allow for the external_id variable to be passed in so when creating a user via api I can link that user with my system ID.  Not sure why that is not already there.  Seems like a necessity.

]]> Allow for external_id in Create user API The create user api post should allow for the external_id variable to be passed in so when creating a user via api I can link that user with my system ID.  Not sure why that is not already there.  Seems like a necessity.

]]> Fri, 06 Aug 2021 17:03:08 +0000 https://support.helprace.com/i725-allow-for-external-id-in-create-user-api https://support.helprace.com/i725-allow-for-external-id-in-create-user-api Openside Openside The create user api post should allow for the external_id variable to be passed in so when creating a user via api I can link that user with my system ID.  Not sure why that is not already there.  Seems like a necessity.

]]> Extend time to edit Please extend your expiry of being able to edit my own topics.  Please also consider the same idea, as applicable to my replies and comments.

]]> Mon, 05 Jul 2021 14:17:30 +0000 https://support.helprace.com/i812-extend-time-to-edit https://support.helprace.com/i812-extend-time-to-edit rootsmusic rootsmusic Please extend your expiry of being able to edit my own topics.  Please also consider the same idea, as applicable to my replies and comments.

]]> Extend the time to delete my overlooked topic My ability to delete this topic will expire after a few hours.  Some of my topics don't have any reply, so I'd like to post those topics again in case they were overlooked.  Please extend the expiry of being able to delete my own topics that don't have any reply.  (I don't want to add "clutter" by duplicating topics.)  Please also extend the expiry to delete my own replies and comments.

]]> Mon, 05 Jul 2021 14:17:57 +0000 https://support.helprace.com/i811-extend-the-time-to-delete-my-overlooked-topic https://support.helprace.com/i811-extend-the-time-to-delete-my-overlooked-topic rootsmusic rootsmusic My ability to delete this topic will expire after a few hours.  Some of my topics don't have any reply, so I'd like to post those topics again in case they were overlooked.  Please extend the expiry of being able to delete my own topics that don't have any reply.  (I don't want to add "clutter" by duplicating topics.)  Please also extend the expiry to delete my own replies and comments.

]]> Whatsapp Support I would like have Whatsapp support.

]]> Thu, 10 Dec 2020 14:19:45 +0000 https://support.helprace.com/i808-whatsapp-support https://support.helprace.com/i808-whatsapp-support Khawlah Khawlah I would like have Whatsapp support.

]]> Editing my own topic Please allow end-users to edit their own topics.

]]> Tue, 10 Nov 2020 13:20:03 +0000 https://support.helprace.com/i806-editing-my-own-topic https://support.helprace.com/i806-editing-my-own-topic rootsmusic rootsmusic Please allow end-users to edit their own topics.

]]> Convert a ticket to a community topic Would it be possible to "convert" a request type from request to for instance a question, idea, problem or praise entry, so it would go from a private conversation with the requester to a public conversation visible to all in the space?

]]> Thu, 14 Dec 2017 14:59:49 +0000 https://support.helprace.com/i160-convert-a-ticket-to-a-community-topic https://support.helprace.com/i160-convert-a-ticket-to-a-community-topic Henk Hofs Henk Hofs Would it be possible to "convert" a request type from request to for instance a question, idea, problem or praise entry, so it would go from a private conversation with the requester to a public conversation visible to all in the space?

]]> Restrict users by email domain I do not wish my Helprace to be accessible by anyone other than employees of my company. Is it possible to restrict users from signing up unless they have a company email address? 

I see that you can restrict according to IP address, but this is no good. 

What I would like to have is for a user from CompanyX.com to be able to signup with fred@companyx.com - any other user would not be able to register, eg. sue@gmail.com could not register.

The Single Sign On would be awesome, but I see that is still on your roadmap. A simpler approach[_cuted_]

]]> Mon, 23 Oct 2017 11:21:43 +0000 https://support.helprace.com/i228-restrict-users-by-email-domain https://support.helprace.com/i228-restrict-users-by-email-domain Chris Dorrington Chris Dorrington I do not wish my Helprace to be accessible by anyone other than employees of my company. Is it possible to restrict users from signing up unless they have a company email address? 

I see that you can restrict according to IP address, but this is no good. 

What I would like to have is for a user from CompanyX.com to be able to signup with fred@companyx.com - any other user would not be able to register, eg. sue@gmail.com could not register.

The Single Sign On would be awesome, but I see that is still on your roadmap. A simpler approach which would satisfy my needs would be to be able to restrict by email address domain.

Is this possible?

]]> Show Organization's name under the user name in ticket list WHAT

I want to be able to see from the list of all opened ticket from which organisation they come.

WHY

We work on a B2B market and we have a lot of companies as client (hundreds) and each company has a lot of people who work in it (a mean of hundreds people for each company) and who have access to our support portal (helprace): we cannot remember given a user name in which company he works in, unless the ticket system show it to me...

HOW

]]> Thu, 28 Nov 2019 19:39:31 +0000 https://support.helprace.com/i767-show-organization-s-name-under-the-user-name-in-ticket-list https://support.helprace.com/i767-show-organization-s-name-under-the-user-name-in-ticket-list Andrea Salicetti Andrea Salicetti WHAT

I want to be able to see from the list of all opened ticket from which organisation they come.

WHY

We work on a B2B market and we have a lot of companies as client (hundreds) and each company has a lot of people who work in it (a mean of hundreds people for each company) and who have access to our support portal (helprace): we cannot remember given a user name in which company he works in, unless the ticket system show it to me...

HOW

]]>