Stay in touch!

Check out our changelog to find latest updates in UserEcho.

Feel free ask your questions in our community.


+6
Vladimir Mullagaliyev (co-founder) 2 months ago • updated 2 months ago 0

We've significantly improved the Agent's interface (topic's review) in the mobile mode. We've separated the topic list view and topic view on two screens. Take a look on screenshots.


Filters: better alignment and buttons from top bar do not overflow filters.

VS


Topic's list: more wide = better view

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Pagination: all pages in one line

VS


Topic view: much better representation on full width

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New comment: redactor takes full width of screen

VS

+10
Sergey Stukov (co-founder) 5 months ago • updated 5 months ago 0


How to pay with bitcoin

Open payments section within your account then click on the bitcoin tab. From here, you can choose to pay directly from your bitcoin wallet by using the generated payment address or by scanning the QR code with your smartphone.


Bitcoin FAQs


What is Bitcoin?

Bitcoin is a distributed peer-to-peer network offering a payment system based on “bitcoin”, a completely digital form of currency. Bitcoin can be transferred instantly and securely between any two people in the world.


Why is UserEcho accepting bitcoin?

Bitcoin is a new payment option intended to offer even more flexibility for customers. Bitcoin payments can be made easily from anywhere in the world, and offer reduced payment processing costs.


What are the benefits of Bitcoin for consumers?

You have complete control over your bitcoin, so your bitcoin account isn’t tied to any financial institutions, can’t be frozen and carries lower transaction fees than most major credit cards.


What is Stripe?

Stripe.com is a global online payment processor that is trusted by thousands of businesses across the globe.


Where can I find more information on Bitcoin?

Please visit Bitcoin.org or their Wiki FAQ for more information.

+4
Sergey Stukov (co-founder) 5 months ago • updated by Vladimir Mullagaliyev (co-founder) 5 months ago 0

Improved service performance

We have significantly redesigned and improved the internal system architecture. Each community is now in a personal virtual space and has a personal numbering and content repositories. Response time of communities decreased.


Optimized setting the types and statuses

Now each type has a personal list of available statuses. You can set the default status, which will be assigned when the first response by the operator was posted. Types and statuses has a customizable color, icon and translations if you use multi-language capabilities.




Added the ability to configure Robots.txt

You can now configure the robots.txt file for your community, for example it is possible to avoid indexing your community by search engines.


Added the ability to invite users into the community.

In some cases, it is necessary to invite new members to the community, we have implemented this possibility.



Added the ability to create a new topics from the comments

Quite often there is a situation when the number of comments on the topic becomes very large or question grows into a whole lot of questions. It makes the topic too complicated so based on numerous requests from our customers, we have added the ability to create a new topic from an arbitrary comment to the topic, the author of the new theme automatically becomes the author of the comment and the text of comment goes into the description of the topic.

A new type of custom fields

Added a new type text. You can insert long texts more than 256 characters now.

Improved integration with JIRA

Now you can make personal settings for each of the forums.

Improved integration with Slack and Hipchat

It became possible to filter the events that will be sent to an external systems.

Improved Protection against Spam

In moderation settings, you can now select the mode when new topics containing links will get on the pre-moderation. Spammers obviously spice their posts with links.

Added ability to mark any comment on the subject as a answer

If earlier it was possible to mark a comment as an answer only when writing new comments, but now you can at any time to mark a random comment as an answer.

Improved multi-language support

We proofread and improved the text content. Now if you need the new localization and want to participate in the process, the translation burden will have a lot less. The number of user interface and email sentences reduced from ~ 1200 to 584




You can participate in the UserEcho localization on our website http://translate.userecho.com We have full support for the: English, Russian, French and Danish. More than 20 languages are on translation stage.


We have mentioned in The Ultimate Guide to CUSTOMER SUPPORT book


To learn more, you can view the topic Top multi-channel support systems on pages 96, 97 Download the book in .pdf format.
+14
Sergey Stukov (co-founder) 1 year ago • updated by Юрий Урсан 8 months ago 1
We have released brand new remarkable web-live-chat client for the support agents. It has been completely rewritten and now has more features.

1) Panel with users always visible now. That allow easy switching between users. Also it's more comfortable to monitor situation with active chats.
2) Chat interface is completely fluid now and always fit screen. We got rid of issues when some content overflow it.
3) All actions now available using button at the left part of the input field.
4) Chat now is more stable, we have fixed a lot of issues with broken session chats.
5) It's has modern look & fill, like modern mobile chat applications.





+4
Sergey Stukov (co-founder) 1 year ago • updated by Nguyễn Thanh Thư 7 months ago 2

Huge performance optimisation

We have performed many optimisations, so average communities response time became up to 4x times faster.



New features 

+ Added Ticket IDs to the help desk requests
It's useful to clients and support staff to refer on topics via ticket ID



+ Semi private comments
Now community staff able to leave comments that will be visible only to the topic owner and staff. It suitable to pass private information to the clients in the public topics.

+ Custom fields - added related comboboxes
We have added related comboboxes in the custom fields. Now you are able to add custom combobox field which will change item list if other field value changed.

+ Canned responses
We have added  Canned responses feature to the our Helpdesk (Ticketing system)
+4
Sergey Stukov (co-founder) 2 years ago • updated by West Trade 1 year ago 0
We updated our presentation website, now it contains more information about UserEcho features and help you to discover a ton of hidden service abilities.



New features added

+ Forward any email to UserEcho (Ticketing)
Did a customer send a question to your personal email? Forward it to UserEcho to instantly create a ticket, and manage all of your support requests in the same system.

+ Data export - one click backup.
Now all paid clients are able to export their project's data to JSON format in one click. More information in our knowledge base article " How to export project data?".

+ Ability to leave private comments from email
Forward notification regarding existing ticket activity to your support address that managed by UserEcho and your reply will be added as a private comment for your staff.

+ Ability to invite additional users to participate on the Helpdesk tickets.
more details here http://feedback.userecho.com/topic/549520-invite-multiple-users-to-collaborate-on-the-helpdesk-ticket/

+ Linking of external CSS
Ability to link external CSS files to your UserEcho community via LINK tag, this will allow to use custom fonts for your community for example.

+ API -> requests on behalf of another user.
Now you are able to request API methods on behalf of your project's users. More information here http://userecho.com/dev/api/reference/

+ Admins now able to manage users settings.
Project's admin with a "manage project" access rights are able to edit user's profiles (display name, email, password, custom fields, etc) and merge user's accounts with the same email. Open User's profile->Common settings.

New integrations

+ Slack
more details here http://feedback.userecho.com/topic/535509-slack-integration/

+ Hipchat
more details here http://feedback.userecho.com/topic/533169-hipchat-...

+ Kato
more details here

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+8
Sergey Stukov (co-founder) 2 years ago • updated by Kapdesk Customer Service Softw 3 weeks ago 4
UserEcho able to process emails and auto convert it to the tickets, so you will able to provide customer support from one place, your agent interface.



How it works?

Customer send email to your support email address, then UserEcho process it assign ticket number to it and place it into your helpdesk, customer will receive notification that company received their request and soon it will be replied. Then after your support agent process request from the agent interface(update status or place reply), user will receive notifications with status updates until him request will be resolved. So process is completely transparent user feels that it do typical email conversation via email. But you have well organised helpdesk with support agents that controls that all customer requests will be replied.

Find out more details

http://feedback.userecho.com/topic/509509-how-to-auto-convert-email-messages-to-the-helpdesk-tickets/
+13
Sergey Stukov (co-founder) 2 years ago • updated by David Ryan 2 years ago 1
Now users who have not setup the user-picture will have auto-generated avatar with the first letter of his name.



Letters help to solve a very important problem - fast navigation through the list of topics. By testing on himself and on users, we concluded that the photos help people in it, so that the letters have been a good replacement for the monotonous default icon.
+5
Sergey Stukov (co-founder) 2 years ago • updated by Renu Jain 5 months ago 3
UserEcho team constantly monitors availability of the customer's communities. We've added a public information about the availability of communities. Also now is possible to see maintenance log.

+7
Sergey Stukov (co-founder) 2 years ago • updated 2 years ago 2
We have updated UserEcho frontpage design, it become more informative and responsive. 




Find out below history of UserEcho's frontpage design changes.

2014 - Current


2013


2010-2013


2010 - First