Digitally sign emails from your helpdesk and support forum with your domain name(s) and build your brand identity in all your communication with customers. UserEcho now supports DKIM (Domain Key identified Mail) thereby being DMARC (Domain-based, Message Authentication, Reporting, and Conformance) compliant, making your organisation capable of authenticating your communication with your customers.
DKIM generates a signature, which is attached to the message while in transit, to verify the authenticity of the message source. This signature is associated with the organisation’s registered domain name. On reaching the destination, if the message has its signature validated, then the source of the mail is verified. Hence no one can send emails impersonating your organisation and emails sent by UserEcho on your behalf will not get marked as spam.
Use HTTPS on your own domain could have been since the launch of the service. However, this option had a clear disadvantage: we could not use your primary SSL certificate for your domains to encrypt the connection (https://). Therefore, they suggested connecting the certificates of customers for a fee, since everything was done in manual mode. Now this process is fully automated.
Now after connecting your domain (creating a CNAME record and specifying the desired domain in the UserEcho settings), we automatically generate an SSL certificate through Let's Encrypt. This is very convenient, because you do not need to: buy a certificate, pay for its installation and wait for us to connect it.
We have added new integrations with "Microsoft teams" and "T-Metric"
Microsoft Teams is the chat-based workspace in Office 365 that integrates all the people, content, and tools your team needs to be more engaged and effective.
Find out more details here
Online time tracking software with powerful reporting and simple task management features. Perfect for freelancers and teams. Start tracking time for free now.
Find out more details here
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.
Topic's list: more wide = better view
Pagination: all pages in one line
Topic view: much better representation on full width
New comment: redactor takes full width of screen
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.
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?
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
A new type of custom fields
Improved integration with JIRA
Improved integration with Slack and Hipchat
Improved Protection against Spam
Added ability to mark any comment on the subject as a 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.|
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.
Huge performance optimisationWe 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)
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/
more details here http://feedback.userecho.com/topic/533169-hipchat-...
more details here
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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 detailshttp://feedback.userecho.com/topic/509509-how-to-auto-convert-email-messages-to-the-helpdesk-tickets/
Customer support service by UserEcho