Our last two blog entries have focussed on large new features to the support system in IP.Nexus.
But we're not stopping there! In this blog entry I wanted to talk about some of the smaller new features and enhancements we've made to the support system for IP.Nexus 1.5.
Pay-Per-Incident
IP.Nexus 1.5 adds the ability for you to define a support department as "Pay-Per-Incident".
Each department allows you to enter a Pay-Per-Incident amount. When a customers tries to create a support request in this department, they'll see a message like this:
Clicking the "Submit Request" button will take them straight to the payment screen to provide payment for the support request. After submitting payment, they'll be redirected straight back to the support request submission form - the title and department will even be remembered and filled in:
Contact Us
Nexus allows guests to create support requests which can be used for sales enquires, etc. Currently, this is usually done through the incoming email support, however in 1.5, we've added an optional "Contact Us" link to the footer which will allow anyone, including guests, to submit a support request:
Tracking notifications
IP.Nexus allows staff members to "track" support requests, tracked requests can be accessed quickly from the main support request list and are highlighted in that list.
In IP.Nexus 1.5 we've also added the option to receive email notifications when a customer replies to support requests you are tracking:
Staff members can reply to these notifications directly via email and their reply will be added to the support request.
Reply to notifications
IP.Nexus allows you to send a notification to any email address(es) for new support requests or emails within a particular department.
Previously, the notification just said that a support request had been created or replied to, and gave you the title and ID number. In IP.Nexus 1.5, the notification email will contain the full body of the message and can be replied to directly by email.
Improved Incoming Email Handling
IP.Nexus supports the ability to receive incoming emails as support requests and replies. In IP.Nexus 1.5 we've rewritten a lot of this code to make it more reliable and secure.
We've also added a setting to allow you to control whether you prefer Nexus to parse emails as HTML or in plaintext. Each message now also has a toggle which allows you to quickly toggle (it uses AJAX) between HTML or plaintext on any message:
Merge
Staff members have been able to split a support request into two requests in Nexus for a long time. In 1.5, we've added the option you can merge two together into one.
Reminder Emails
IP.Nexus allows you to assign support requests to staff members. Staff members can quickly see all support requests assigned to them from the support request list, however, if you don't regularly check the list, you may not know a request has been assigned to you.
In IP.Nexus 1.5, if a staff member has any support requests assigned to them, they'll receive an email each morning with a list of the support requests that are assigned to them.
Edit Title
In IP.Nexus 1.5, staff members will be able to edit the title of a support request:
Stock Actions When Logging a Support Request
Stock Actions allow you to quickly set a department, status, assigned staff member and reply on a support request.
In IP.Nexus 1.5, when logging a support request in the Admin CP on behalf of a customer, you'll be able to use these Stock Actions in addition to when replying.
By Mark