Like every project, the end results are going to be AMAZING and we are working daily on project completion. The development team is typing away on the major code changes planned for SupportSystem. This means major changes to the look and feel of the system which have been HIGHLY requested!
Want to follow along in our progress? Feel free to check out blog posts here for news on the latest changes, developments, feature articles and more.
We’ve also updated our Terms of Service to include the details regarding our data dump policy. As you know, we respect your intellectual property because we feel that your data is YOUR data. To ensure you have full access to the information of your help desk, we offer a full data dump upon request every 12 months as well as upon request at time of cancelation.
As always, contact us with any questions, concerns, suggestions, or weather updates!
Sincerely,
The Enhancesoft Team
(working remotely in our pjs since 2003)
]]>The plugins we currently have available include:
- SAML Plugin (SupportSystem Exclusive!)
- Audit Plugin
- Password Policy Plugin
- Google Two Factor Authentication
To add a plugin, go to:
Admin Panel | Manage | Plugins
Once you click ‘Add New Plugin’, you will see the plugins available for your subscription plan.
Be on the lookout as we add more plugins to the list!
To learn more about the features included in SupportSystem, check out our documentation site.
]]>Let’s Encrypt is a free, automated, and open certificate authority (CA), run for the public’s benefit of a more secure, safer and privacy-respecting internet.
The key benefits of the Let’s Encrypt certificates include:
- Cost-free
- No installation/upload required on your end!
- No dedicated IP required!
- Trusted by all major browsers
- Auto renewable
This means free SSL certificates for your SupportSystem custom domains. You no longer have to deal with the confusing process of obtaining and deploying certificates – simply add a custom domain to your SupportSystem account and we will handle the rest, including renewing the certificate every 90 days.
For those customers with an existing custom certificate – you don’t need to worry, we will replace the current certificates and maintain renewal moving forward as long as the account is in good standing.
As always, please don’t hesitate to reach out if you have any questions, would like assistance, or just want to chat!
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Hello! Salut! ¡Hola! Hallo! 你好! Здравствуйте! Ciao! こんにちは!
SupportSystem recently updated the available languages of the help desk to include German, Russian, French, Spanish, and Italian language packs as well as the previously available- Chinese or Japanese. With the welcoming of these new additions, we feel that now is a great time to walk you through changing the language of your help desk.
Changing your system language will automatically translate the hard-coded areas such as configuration field labels and command bars. Any administratively editable content will need to be manually translated by agents of the help desk with access to the Admin Panel.
The first thing to know is that you can have a Primary Language as well as Secondary Languages. The Primary Language is displayed to agents and end-users if their respective language preference is not already set. This includes the content of the interface, as well as, custom content such as thank-you pages and email messages. Adding Secondary languages allows Agents and Users to select their preferred language when viewing the help desk. You can add as many languages to the help desk as you need but all editable content will need to be manually translated for each language.
Additionally, both Agents and Users can set their own preferred language, which is visible to them when signed in.
*If you still do not see your preferred language here, rest assured as we are continuing to work towards implementing additional languages as they are completed!
Now, let’s get started!
Setting the Primary and Secondary Language:
You will configure this from the Admin Panel > Settings > System > System Languages.
To update the Primary Language you will simply select a Language from the list:
You will do the same for the Secondary Language:
Once this change is made, the system will be translated to the language you set. Users will now see additional languages available to view the client portal of your help desk by simply clicking on the flag of their choice. This will automatically translate the command bar and default field data to that language; any additional administratively editable data will also need to be manually translated from the Admin Panel of the help desk to further translate the full field data.
User Language Preference:
When Users are signed in to the Client Portal they can select Profile then locate Preferences to set their preferred language (as well as their Time Zone.)
By choosing their preferred language, users will be able to log into the help desk and the system will automatically convert the field data to that language.
Agent Language Preference
Agents can do the same for their Agent Profile by going to the Staff Control Panel > Profile > Preferences > Localization > Preferred Language. This will automatically translate all built-in field labels as well as any administratively editable content which includes the relevant translations.
Translating Administratively Editable Text
Although the selection of the preferred language by the end user will change the command bar and built-in field data, the Landing Page, or main body of text of the Client Portal needs to be translated in the Admin Panel > Manage > Site Pages.
Select a flag to translate the landing page for each available language:
View from Client Portal after selecting Spanish:
The Knowledgebase is located within the Agent Panel under the Knowledgebase Tab. You can translate Categories and their FAQ’s by selecting the item and then clicking on the flag of the language to enter the translated text.
Custom field labels are translated at Admin Panel > Manage > Forms. You can translate the field labels on any form by clicking on the globe icon of the field and adding the primary and/or secondary languages to the field. Once translated, this content will show for the end user or agent when they select their language preference. If the field is not translated, the original or default text will show.
User’s View at the Client Portal.
Other areas of the help desk to consider translating the content:
User & Agent Template Messages
Custom Queue Labels (Administrative and Personal Queues)
We’re happy to assist your translations if needed! You can submit an email request 24/7 or give us a call between 8am-5pm CST Monday-Friday. Please see our documentation website, here, for additional information.
Phone: 1+ (318)-290-3674
Email: [email protected]
1. Set the User’s Email to “[email protected]”.
Agent Panel > Users > Add New User.
2. Create a Department specifically for all users without an email address. Within this Department, disable auto-responses for both new tickets and messages.
Admin Panel > Agents Tab > Departments > Add New Department.
3. Create a Ticket Filter and set the Filter Rules to “User / Email Address” “Contains” “@noemail.com”. Next set the Filter Action to “Set Department” to “No Email”.
Admin Panel > Manage Tab > Ticket Filters.
…and that’s all, you’re done!
As always, please feel free to give us a call or send over an email if you have any questions, would like assistance, or simply want to chat!
Phone: 1+ (318)-290-3674
Email: [email protected]
]]>As our software is used in over 190 countries, we know how important it is for your help desk to be set in your preferred language.
With SupportSystem you have the ability to translate all administratively editable text within the system. This includes things like; All Email Templates, Custom Fields, Help Topics and Thank you Pages. Knowledgebase articles can be set in your preferred language too!
It’s on our development roadmap to include additional system languages to SupportSystem which will automatically translate the hard-coded areas such as configuration field labels and command bars as well.
Follow our guide below to learn how to translate your help desk today:
Client Portal Site Pages are translated at Admin Panel > Manage > Site Pages. The Landing Page is the main body of text on the Client Portal:
Your Knowledgebase is located within the Agent Panel under the Knowledgebase Tab. You can translate Categories and their FAQ’s:
Custom field labels are translated at Admin Panel > Manage > Forms. You can translate the field labels on any form:
User’s View at the Client Portal:
Email Templates are located at Admin Panel > Emails > Templates. Select each template and translate top to bottom:
We’re happy to assist your translations if needed! You can submit an email request 24/7 or give us a call between 8am-5pm CST Monday-Friday. Please see our documentation website, here, for additional information.
Phone: 1+ (318)-290-3674
Email: [email protected]
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Help Topics will apply new ticket options to tickets and streamline ensuring proper assignment and prompt responses. You can create as many Help Topics as you would like and can even nestle them within each other for further breakdown (For example, you may have a Human Resources and Human Resources/Payroll.)
Help Topics will determine which Department the ticket is routed to which also determines the Agents who will have access to the ticket. Additionally, Help Topics set other configurations of the ticket such as the ticket’s Service Level Agreement, the priority- Emergency to Low and more.
Gather all needed information ahead of time from your client during ticket creation by associating custom forms full of fields specific to a Help Topic. When a user selects a Help Topic from the client portal during ticket creation, they will have a unique set of fields in front of them ready to be completed. After ticket creation, all fields with data will be added to the ticket’s header for easy access. This information is also easily exportable for reporting from your ticket queue.
There are two places where the Help Topic must be selected on New Tickets; the Client Portal as well as internal ticket creation by Agents. Please note, when clients select the Help Topic, they will not be aware of the auto-configurations in place as its all completed behind the scenes.
Tickets created via email can also have a Help Topic automatically associated. This is configured in the Admin Panel, Emails Tab by selecting an Email and setting its Default Help Topic. After this is set, emails that are routed to this address will have a Help Topic automatically associated which will trigger all New Ticket Option actions.
We highly encourage you to utilize Help Topics today to experience your most efficient work flow yet.
For full documentation on Help Topics, please see our documentation linked here.
As always, please reach out if you have any questions, would like assistance, or just want to chat!
Phone: 1+ (318)-290-3674
Email: [email protected]
]]>Help clients to help themselves!
SupportSystem is built to make helpdesk ticketing a breeze. Filled with useful, time saving features like an available Knowledge Base which allows Agents to create a convenient yet robust “self-help” section of Frequently Asked Questions. The knowledge base feature allows for both public facing articles for end users as well as private articles for agent use.
For example, if your helpdesk receives frequent inquiries about a specific procedure that has a predetermined execution process, such as resetting a password (a crowd favorite,) you can add that detailed explanation to your knowledge base articles. You can make this FAQ even more user friendly by adding documents, YouTube videos, images, links and much more using the available HTML/Rich Text toolbar.
This way, End-Users can gain useful information which will lower the number of tickets your helpdesk receives. This also increase user satisfaction by eliminating wait time for issue resolution (and we all know users love that!)
It is also a good way to provide information on emergency policies for organizations that have dedicated emergency procedures related to the tickets received from End-Users. If your tickets require documents to be submitted you can create that detailed explanation along with attaching the document so that your End-Users can complete the form prior to submitting a ticket.
You also have the ability to nest knowledgebase articles under a parent topic so you can drill down on specific aspects of a broad issue. So, for example, you can create a parent level FAQ about a set of user related “How-To’s” and then under that umbrella add any relevant FAQs.
On the internal or agent panel, you can add helpful company or department specific training and procedural documents.
This is useful for Agents to review company policy, procedures and resources for handling different End-User questions/situations. You can also include resources to the FAQ’s including attachments, reference links, etc which are only available to the agents . In addition to documents, you have the HTML/Rich Text toolbar that allows you to add links, YouTube videos, images and links to your knowledge base FAQs. It also makes on-boarding new agents much easier as the data is available to them on demand. With a designated spot to search for answers to common Agent questions, Helpdesk Admins receive fewer questions from agents allowing them to swiftly resolve the tickets. This can decrease the time between ticket creation and ticket resolution, which leads to…what? You guessed it! Happier Customers!
For more information check out our knowledge base section of our documentation here.
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This post kicks off a new series here on the blog called Feature Friday! The purpose of this series is to highlight and explain the different features of your help desk. We plan to break them down further to show you different possible use cases as well as how they can work with other configurations to help you get the best use out of your help desk and its many features.
Today we’re starting with Ticket Filters. This feature is a game changer when it comes to customizing the automation and workflow within your help desk. As one of our favorite features, it is also one of the most flexible in the help desk; it can make triaging tickets a breeze for your agents, all while they are sipping their coffee.
The easiest way to describe Ticket Filters is they are a set of if – then rules that allow you to create automatic actions on tickets upon creation. Filters can be applied to all tickets upon creation or just specific channels of ticket creation; Web, API, or Emails- even specific email addresses in the system.
When creating a Ticket Filter, you will first select the execution order; the lower the number the higher the priority of the filter to be applied. If you would like the system to only look at that Filter’s criteria and upon match, apply actions, be sure to check the “Stop Processing Further Upon Match” check box to stop the system from reviewing any additional available filters. You can have multiple Ticket Filters with the same execution number but we encourage you to ensure the Filters are diverse to ensure the correct actions are applied.
Next will be the Target Channel, which is how the tickets are being created. You can have an unlimited number of Ticket Filters and each can be individual to the possible channels of ticket creation.
Now comes the fun part- Filter Rules or criteria! Each Filter can have up to 25 rules and the rules can be applied on a Match Any or Match All basis. Match Any is an “or” statement meaning if any 1 of the Filter Criteria matches, the Filter Actions will be applied to the ticket upon creation. If Match All is selected, then it becomes and “and” statement and ALL Filter Rules must match prior to the actions being applied. Criteria for the Rules can be select from all available fields of the help desk- including metadata, custom fields, user data, etc.
Once you have the Filter Rules in place, next comes your available Filter Actions. The most important thing to remember is Filter Actions will be executed in the order they are listed. With this in mind, be sure to send an email prior to rejecting a ticket! Meaning, you want to ensure you aren’t putting in an Action which will cut out any additional actions as well. Each Action can be used only once in each Ticket Filter and these actions will trump any global configurations you have in place within the Help Desk.
Some typical use cases for Ticket Filters:
Let’s say you want to send an automatic reply if a user creates a ticket via email with the Subject of the email saying “Password Reset.” Easy. First create a Canned Response explaining the steps of how someone can reset their password. Next, create a Ticket Filter targeting the Email Channel; set the Rules to include that the Issue Summary (what we like to call the “subject” of an email) contains the words Password Reset. Click on the Filter Actions tab to select the action of attaching the canned response that you’ve created and VOILA! Instant answers for your user.
Have a high priority client or project that requires immediate attention? You can set the filter’s criteria to User / Email address contains `@company.com` and set the action to target the priority and/or assign to a team . This will bring tickets of importance to your team’s attention right away. You can even take it a step further and add a canned response here letting the client know that their request is already being worked on.
You can also set a ticket’s priority based on keywords such as; Emergency, ASAP, Urgent!, etc. For this type of filter you will target the ticket’s Issue Summary as well as Issue Details, select `contains` and add your keyword. For the action you will simply select Set Priority and you’re done!
Have an internal only help desk or concerned about outsiders sending you emails? Be in control who sends tickets to your help desk by rejecting tickets based on their email domain. Accomplish this by setting the criteria to User / Email Address `does not contain` your email domain @company.com. From there you will set the Filter Action to REJECT ticket!
There are so many different ways to utilize this feature but we will stop here for now. For full documentation on Ticket Filters, please visit the link here. We hope this inspires you to add filters in your help desk to create your best work flow yet!
As always, please feel free to give us a call or send over an email if you have any questions, would like assistance, or simply want to chat!
Phone: 1+ (318)-290-3674
Email: [email protected]
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Today is National Higher Education Day so we decided to interview one of our very own, Bianca, who is full time as a Customer Service Representative here at Enhancesoft, is also enrolled in college as well as a full time mom. Sounds like a challenge, but she’s not afraid of those!
What is your motivation for getting a higher education?
My motivation, honestly, is me. I started this journey years ago and I want to finish what I started.
What are you going to school for?
Business Administration, but I’m going to add take some graphic design classes as well. I’ll be honest, it may change.
How long do you anticipate being in school?
Forever… Just kidding. Hopefully, just the next 2.5 years.
Do you find college manageable while working full time and being a mother?
Yes, due in large part to being with such a supportive company that encourages all of us to pursue things that are important to us outside of work. We all have lives outside of the office and they do what they can to be flexible which allows us to have a great work/life balance.
What would you like to say to the younger generation about getting a higher education?
Please take the time to consider all of your options. College is great, not just for the classes but the life experiences that you can gain and life long friends you can make, but it is NOT the only option and don’t ever feel less than for pursuing something other than a traditional 4 year degree. Spend some time with people working in a field you think you like, it may change your mind and steer you in a different direction.
What would you like to say to people who want to pursue higher education, but feel they don’y have the time or means to do so?
When something is important to you, you will make time even if you have to take one class at a time at night.
What are your thoughts on higher education? Do you plan on going/going back to college? Why or why not? Let’s get the conversation started in the Instagram or Facebook comments of this post!
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