Following our IP.Nexus 1.3 updates, here are the changes to the support request system:
Screenshots shown are subject to design change.
New Reply Warning
Sometimes when working on a support request, the customer or another staff member will reply while you're in the process of typing your reply. This can be both an annoying and embarrassing situation.
In IP.Nexus 1.3, before your reply is submitted, Nexus will check if there has been any replies since you opened the support request (this is done by AJAX) and warn you if there has been.
"Viewed By"
Often when viewing a support request you might wonder who else has viewed it. This can be useful to see who forwarded a support request, or perhaps to see if anyone opened and didn't reply.
In IP.Nexus 1.3, a new button appears on the support request view which will open an AJAX popup showing you which other staff members viewed the support request and when.
"View My last Responses"
Sometimes, I'll reply to a support request and later remember some additional information. However, it can sometimes be difficult to find a support request again particularly if you can't remember the title or customer who submitted it.
In IP.Nexus 1.3, we've added a new button to the support request listing called "View My last Responses" which will list all of the support requests where the last reply was by you.
Staff Audit
When running a support desk, it is important to be able to monitor staff performance, both the quantity and the quality of the support being given.
In IP.Nexus 1.3, we've added a new tool called Staff Audit, which shows you the number of replies across time for a staff member:
You can click on any number to see the replies:
Email Bounce
IP.Nexus supports receiving support requests and replies by incoming Email.
We sometimes find that customers will send a new email to the "reply only" address, causing it to be bounced, which looks unprofessional and creates confusion for users.
In IP.Nexus 1.3, you can specify a message which Nexus will reply with if it receives an Email it does not know how to process.
CCs
Sometimes when a customer sends a support request by Email, they may CC another recipient on the Email.
In IP.Nexus 1.3, this is detected and indicated in the support request view - when a staff member replies, the notification Email will also be CCd to the additional people.
Signatures
Staff members can now use their signatures in support request replies.
Feel free to comment on this blog entry below or, if you have feedback unrelated to this blog entry, start a new topic in our feedback forum. If you have feedback related to changes beyond what this entry is referring to, please start a feedback topic.
By Mark