New Channels added to On-Premise
Deskpro is proud to announce that Voice, SMS, WhatsApp & Twitter channels are now available On-Premise.
We have been working hard over the past few months to bring the full multi-channel experience of Deskpro On-Premise, in line with Deskpro Cloud, with more social channels planned for release across 2022.
Bringing calls and social media channels into your helpdesk gives your team the ability to provide true multi-channel support from one place.
Voice, SMS & WhatsApp Channels (managed by Deskpro) (SC 71940 & SC 71886)
Voice, SMS & WhatsApp are now available to use as communication channels on Deskpro On-Premise to send and receive calls, SMS and WhatsApp messages from within the helpdesk.
All three of the channels are built on Twilio (the same framework as for Deskpro Cloud) and the messages are fully integrated into Deskpro ticket interface.
Voice - Call center software in your helpdesk
SMS - Send and receive SMS messages
WhatsApp - Two-way WhatsApp business messaging
The channels are included with your license and available to anyone On-Premise from this release onwards. The channels can be turned on within the Admin interface, Admin > Channels > Select Channel (Voice/SMS/WhatsApp). To be able to make calls or send messages, you will need to add service credit to your account, which can be done by an Admin in the billing section.
For in-depth walkthroughs regarding set-up and how to use the new channels, please see the guides on Voice, SMS and WhatsApp.
Twitter Channel (direct with Twitter) (SC 68195)
Twitter is now available as a communication channel for On-Premise customers, enabling support teams turn @mentions into tickets on your helpdesk for two-way communication with customers on Twitter.
Linking your Twitter account into your helpdesk, is done directly via Twitter, with no third party involvement.
To set up Twitter on your helpdesk, you’ll need a Twitter developer account and then you will need to follow these steps to enable Twitter as a new channel on your helpdesk.
Once you have connected your helpdesk to Twitter you are able to:
Choose how & when @mentions & DM’s become tickets
Reply to @mentions & DM directly from the ticket interface
Use triggers to automate responses to @mentions
What else is new in this release
SC 64760 - Mass Reply now supports using snippets & sending attachments
SC 68675 & SC 68677 - SMS & WhatsApp added to the new ticket form, so you can start a ticket by sending an SMS or WhatsApp message
SC 69635 - Now you can create triggers that only run when the agent forwards an email to the helpdesk
SC 61175 - You can now link related Help Center content to Guide Pages
SC 60290 - Now possible to define additional scopes for OpenID Connect auth sources
Improvements made in this release
SC 69318 - Improved the Awaiting User Drawer, now easier to see what happens to tickets when a user does not respond
SC 72279 - “Department” field dropdown improved UX for selecting child departments
SC 61293 - Contact Us form now displays an error message if users attempt to upload files that are too large
SC 58874 - Embedded videos in KB articles now showing for migrated sites
SC 67222 - Send button in reply box footer accounts for agent’s permissions
SC 61539 - During a chat now easier for agents to distinguish between messages sent by users & messages they are typing
SC 58367 - Ticket table sort menu options now ordered in an agent-friendly manner
SC 68759 - When re-opening a ticket, the ticket data is refreshed automatically
SC 69852 - Improved the UX for changing ticket’s team assignment
SC 71413 - Macro preview enhanced when creating a follow up
SC 71300 - When creating a user, the form auto-selects your Helpdesk’s timezone
SC 67277 - Made it easier to add new categories when creating KB articles
SC 40830 - You can now group a ticket table by brand
SC 46280 - Improved agent login page to handle browser password helpers
SC 68440 & SC 71824 - You can now make file fields on tickets mandatory
SC 71522 - You can now change the credentials when testing Auth sources during setup
SC 70095 - Improved the validation messages when setting the agent’s password
SC 64015 - Improved the delete department confirmation modal
SC 39580 - Secure ports selected by default, to make adding email accounts easier
SC 68681 - Position in admin table preserved when opening & closing drawer
SC 57559 - For voice calls can now set the time hour in minutes or hours
SC 35333 - Reopening an already open ticket, moves the ticket tab into a visible position
SC 62541 - User’s contact information determines which tabs show in the reply box
Bug fixes in this release
SC 69035 - Field auto-populated correctly when setting up outbound Google or Office STMP (Cloud Instance)
SC 67881 - Now able to delete unwanted Deskpro CRM auth sources, when multiple installed
SC 70760 - Fixed O365 OAuth issue, you can now use OAuth when to setup the Office365 Exchange email account
SC 72277 , SC 55536 & SC 66468 - Date inputs account for agent’s timezone
SC 71601 - Now able to perform wildcard DPQL query against
SC 68663 - Date & Time inputs on Help Center now open and close properly
SC 71369 - You no longer need to refresh to see the outbound WhatsApp message you just sent
SC 54029 - Agent’s notification preferences are now displayed correctly in the preferences modal
SC 60661 - Fixed the ticket history search, you can search against the events & who performed them
SC 58413 - Fixed filenames in outbound emails using Japanese characters
SC 67763 - Automatically approved community topics, do not show in the “Topics to Review”
SC 55954 - When forwarding a ticket, attachments on ticket messages are included in forwarding
SC 58268 - The billing app on an agent’s CRM profile now shows the correct charges
SC 68265 - In the new ticket form stopped text fields re-rendering if you change the assigned agent
SC 61677 - Follow ups can now add notes & Send Emails at the same time
SC 59852 - New ticket form allows you to select a user before picking a department
SC 70849 & SC 69278 - Fixed typos on the admin queues & email settings page
SC 68434 - “Enable Validation when resolved” option saves when creating custom fields
SC 69985 - Removed erroneous options from ticket queue settings
SC 66511 - Stopped parent ticket departments being a brand’s default department
SC 71406 - Admins are once again able to delete recordings in the call log
SC 65163 - Fixed the “to” & “from” filters for admin email logs
SC 71439 - On-Premise customers your Helpdesk domain is retrieved automatically from OPC
SC 71230 - Stopped the event subscription from 400 error
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