Knowledge Base article editor & Ticket system notifications get a facelift

Mar 04, 2013 | 0 comment

The LiveHelpNow Knowledge Base article editor has a new look and feel along with better performance. You’ll now be able to create ‘private’ tickets that are never visible to customers & edit the Ticket System email notifications that your customers receive using HTML.

 

Knowledge Base updates

Categories and Tags are now found on the right-hand side and all of your tags are now searchable for quick lookup when you’re creating new articles.

Article_editor

 

 

 

 

 

 

 

 

We’ve also added an easy way for you to link articles together! The following support article explains how: http://help.livehelpnow.net/article.aspx?cid=1&aid=27417

 

Ticket System updates

We’ve received a number of requests lately for ‘private tickets’ which would never be visible to customers. If you’d like to submit a ticket privately (for internal use only) you may uncheck ‘Notify customer’ when submitting a New ticket, as shown below:

Private_ticket

 

 

 

 

 

 

 

 

The Ticket system sends customers an email notification whenever a ticket is created, commented on, or resolved. Ticket notifications are now delivered in either full html or plain text, depending on the settings of your customer’s email account.

  • You may now edit auto-response email templates using html. They’re found in Admin panel -> Ticket -> Customization -> Labels & Fields.
  • Coming Soon: a full rich text editor for your auto-response email templates so you can easily add a company signature to each message sent to customers via the Ticket System.

 

If you’re wondering what this post applies to then check out the LiveHelpNow Ticket/Email management & Knowledge Base systems for more information.

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Michael Kansky

CTO at LiveHelpNow, LLC
Temple University , Computer science
15 years of software engineering experience

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