General: Top Ideas: : 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.

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

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.

Contact all active users

Bill Ciccone — Mon, 23 Oct 2017 12:45:54 +0000

I would like to see the ability from the admin page to easily push out a message to all active users a message. Since your community is new and there will be lots of changes in the near and distant future, I think it would be great to be able to push out an alert to every person who signed up with us about the update or upgrade.

Generate sitemap.xml

Deploy4Me Team — Fri, 20 Oct 2017 15:55:55 +0000

The sitemap should contain all pages plus be listed at robots.txt

Convert a ticket to a community topic

Henk Hofs — Thu, 14 Dec 2017 14:59:49 +0000

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

Chris Dorrington — Mon, 23 Oct 2017 11:21:43 +0000

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?

Mobile SDK

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

Provide different levels of service according to customer type

Si Sharp — Wed, 27 Dec 2017 15:47:52 +0000

I'm looking for a user community tool. We have a SaaS solution which has a free and a paid plan and are expecting high volumes for the free plan. We want to encourage a user forum so people self-serve and we can keep operational costs down.

We anticipate a point where free users won't receive one to one support. For those we wouldn't want the submit a request option to be available but we might for paying users.

Can we customize these options per user?

Surveys that can be pushed to the user

Sarah Smadja — Mon, 23 Oct 2017 13:18:03 +0000

with user targeting and form customization

Convert a community topic to a ticket

Gunnsteinn Hall — Mon, 23 Oct 2017 13:09:53 +0000

Sometimes would prefer to deal with problems in the ticketing system. Is it possible to move problems over there?

It seems to have a bit of overlap in terms of the intended purpose?

Custom fields for users

Alch — Fri, 15 Dec 2017 14:43:42 +0000

Custom list of links on user portal

Bill Ciccone — Thu, 19 Oct 2017 16:54:48 +0000

It would be a great idea to have a list of links on my home page that I could use such as to my website or to different landing pages.

I would like to see the ability to have a new "box" on all pages that allows visitors to click on a link to my corporate home page, certain landing pages, my Knowledge Base or other helfup links.

Responsive design for admin panel

Support Team — Mon, 23 Oct 2017 11:17:13 +0000

Support Desk and Admin panel both are not responsive designs and not working fine on mobile screens. Need to address this issue.

Backing up of our data

rolo laria — Thu, 14 Dec 2017 15:31:03 +0000

We wish to backup our content. For instance, to our PCs or Google Drive, or Dropbox accounts.

Desktop client

Chris Cunningham — Tue, 19 Dec 2017 14:50:46 +0000

I would like to have a Helprace app that I can install on my computer.

Keyboard shortcuts for admin panel

Mica — Mon, 18 Dec 2017 15:19:45 +0000

Adding different labels to different members

Bill Ciccone — Mon, 23 Oct 2017 11:16:02 +0000

It would be very helpful to my community members to have different Titles (lables) that are visable to all conversations and activity. While they do not need to be administrators or have any priveledges, it is good for our members to know who is an employee and who is not. I would suggest the following Titles/Labels of members. This helps community members decide if the answers are biased or from colleagues.

Owner (admin rights)

Administrator (admin rights)

MicroSolv Manager (no admin rights)

Employee (no admin rights)

Champion or Sponsor (no admin rights, not employees but big fans that participate frequently)

Community Member (no admin rights, not employees and in-frequently participate)