Stay in touch!

Check out our changelog to find latest updates in UserEcho.

Feel free ask your questions in our community.


0

Facebook monitoring, Editor update, Pivotal integration improved, Misc fixes

Sergey Stukov (co-founder) 6 years ago • updated by Sean D. 6 years ago 3

We rolled out a lot of updates on UserEcho, below is a brief description about changes.

Facebook monitoring

It seems everyone is on Facebook. People are following their favorite brands and looking for support. UserEcho for Facebook turns wall messages into tickets, making it easy to capture and track your communication. And your support team can respond back to customers in Facebook without having to leave UserEcho, so it’s simple to engage and satisfy your customers.




Monitor your facebook page messages feed directly from UserEcho interface. Turn messages into topics. Now when you reply on topics your replies will be auto-posted to facebook from your name.


Escalate wall messages to support team which helps to increase the satisfaction of your customers and community members.


Editor updates

Our topics Editor updated, now it's support fullscreen mode editing. You can change size of inserted images using mouse or set strict size using configuration popup.


  • Added: Active/inactive states for the tool buttons
  • Improved: cleanup on paste for links and images
  • Fixed: issue with losing focus in FF when toolbar buttons pressed
  • Fixed: IE8 image resize.

Pivotal integration improved

We added ability to filter feedback list that displayed in PIvotal tracker. Find out more details here.

Fixed issues

+1

Live chat feature added - Be online with your customers

Sergey Stukov (co-founder) 6 years ago • updated by betty 2 years ago 0

We added live chat feature to the UserEcho thinking that would be nice to have everything in one place. Now it's possible to manage feedback and support your customers via live chat from one backend. No need to go back and forth between different tools.




At this moment we started with small but powerful set of features, it's will be extended soon.

  • Powerful HTML5 admin interface to manage chat sessions with multichannel support, support agent can manage multiple sessions at once.
  • Chats history (Transcripts) - browse and search.
  • User details. When user request a chat session, you will see user’s IP,Country and URL where it asked for support.
  • Audio notifications about new messages and chat requests.

Support for any IM chat clients

It's possible to use any IM chat client (iChat, Adium, Pidgin, ...) that support Jabber/XMPP protocol to support your customers.


Easy to install

Just paste a few lines of code.
All current clients who already setup UserEcho widget, already have chat feature, chat tab will auto appear if you open web (chat) admin interface or sign in in external IM client with provided credentials.

To start listening to user requests, open internal chat dashboard Moderation -> Current chats or use external IM client.

We always listening to our customers needs, feel free to suggest new features and ideas how we can improve our chat solution on our support forum.


0

Design and functionality of the tab widget improved

Sergey Stukov (co-founder) 6 years ago 0

We updated our tab widget.


1. Now it has more professional look. Widget tab includes gradient and smooth animation.

2. It's possible to customize many of the widget parameters, such us color, font size, background color, corners radius.

3. Also we added new modes, widget now can be attached to the top or the bottom of the screen.

4. Alive tab looks even better than on the screenshot,   look here  for it.

Also we want to inform that we hard work on the new  feature, it's will be realtime chat for clients support. Will be possible to add a chat for your community within few mouse clicks.

0

Create and track assigned tasks

Sergey Stukov (co-founder) 6 years ago • updated 6 years ago 0
We added ability to assign tasks to a team members. Below we briefly describe new feature.

1-st you need select who can assign topics to an execution. Do this at the Settings->Staff.

2. Assign task to the performer using action menu on a topic.


3. After assign assigned user will receive notification that it assigned.

4. You can see who was assigned to a topic. This information visible only to the team members.


5. User will see all assigned tasks on it, via the right side panel activity block.


Hope that this feature helps with organizing content on your support community.
Feel free to post suggestions about improvement on our support forum.
0

Some recent updates

Sergey Stukov (co-founder) 6 years ago • updated 3 years ago 0
We've been pushing out a lot of smaller updates at UserEcho, and I'd like to quickly go over a few changes we've made in the past couple of weeks.
  • Added new mode of topic sorting. Order by categories structure.
  • Added ability to attach files for users. Before only project owners have ability to attach files.
  • A lot of updates in the topic/message editor.
  • API extended with .csv output format.
  • Implemented recurring billing. Just create subscription in the Payments section of settings. And we will debit your card on regular basis regarding your service plan. It's possible to cancel subscription at any time.
  • Now it's possible to set custom CSS for widget. Brand it with your unique style.
0

We redesigned our widget, plus a lot of updates.

Sergey Stukov (co-founder) 6 years ago • updated by Mike Wentworth 5 years ago 3

New widget popup, custom design and layout

Widget popup became completely customizable.

It's can consist from any combination of available modules like: Text,Image,Search,Stats & Topic List.

Find out default view on screenshot.



Feel free to create your own widget via Customize section.

Select required forum and Widget view on it to customize widget look and feel.


Actions on html elements

We added special actions, now when you edit any of your html block you can following attributes to perform special actions.


Adding following attributes to a or input html elements.

action="sign-in"

Will launch sign-in/sign-up popup.

action="submit-private-feedback"

Will launch popup to leave private suggestion.


Special links

Add following get parameter to any link to your community to force leave private feedback popup, after page loading.

?show_feedback_form_private=true 


Misc updates

  • removed last 100 items limit from moderation section filters, now it's completely paginated to the whole range of items.
  • API now allows to get emails list of community users.
  • Moderation section extended with new views: latest comments and latest feedback.
0

The editor extended with new features

Sergey Stukov (co-founder) 6 years ago • updated by JDB 6 years ago 4

We improved our rich text editor. Now it has following new features.

  1. Added autosizing by height, editor area height will extend to content when your typing.
  2. Added support for resizing images inside editor, just point any image with mouse cursor and then click and drag to change size.
  3. Cleanup for pasted content. For example for text copied and inserted from Word.
  4. Also we fixed some z-index issues.
  5. Improved Firefox support.

+4

New dashboard modules Stats and Activity

Sergey Stukov (co-founder) 6 years ago 0
We introduced two new dashboard modules.

Stats module

First module displays aggregated statistics about topics in your community. It's shows counts for new, active and closed topics. In the ideal use case new and opened topics must operatively goes to be completed and module helps to understand that you customer support process doesn't stuck.



Find out example of adding stats module to the dashboard on the video below.



Personal activity module

"My activity" module shows links to logged user's feedback and comments. It's helps to review all user activity on community.
+7

UserEcho upgraded to HTML5 Responsive layout

Sergey Stukov (co-founder) 6 years ago • updated by Mike Wentworth 5 years ago 3
UserEcho has support for wide range of resolutions and devices from mobile phones to widescreen desktops.
Supported following screen modes.

1) Smartphones with resolution 480px and below
2) Smartphones to tablets from 480px and above
3) Tablets 768px to 980px
4) Display with common resolutions  from 980 to 1200px
5) Large display with resolution 1200px and up

Now text on mobiles is easy to read, big buttons (support for touch interface) and no more horizontal scrolls.

Video below shows how UserEcho adapted for different resolutions.

+8

We added ability to create custom statuses

Sergey Stukov (co-founder) 7 years ago • updated by HowardB 7 years ago 3
UserEcho becomes even more flexible. We added ability to create custom statuses. Now you can add missed statuses to your community.

Below some examples, which statuses added by our clients.

1) Can't reproduce - additional status suitable for BUG topic type.
2) On hold - status for requests that we want to re-visit in six months after other things settle out.

Fell free to give us your use-cases of usage the custom statuses feature.
Setup of custom statuses available of the following path.
Settings->Forum->Custom statuses

Feature available for all Advanced service plan owners.
Also we added these feature for all customers who requested it and voted for, before it implementation.

After creating your own custom status it's possible assign it to the existing topic types.
Also each status can has dedicated name for each of topic type.

For example:
CLOSED status has name "CLOSED" for IDEAS and name "FIXED" for BUGS.