Meet UseResponse 3.1 - Next Generation of Support Center
I'm sure some of you understand what it takes to work on something that is valuable to you... that you think will make the world better! And most of you know it takes much time to pass a long journey and cross the final line where result will satisfy any skeptic.
Just a few words about what it takes to build such amazing software and our future service:
- 6 team players worked for 18 months on release;
- Completely new core of the system that gives you ability to build custom themes and interface easier;
- Rethought approach in some aspects of providing support, gathering feedback and organizing knowledge base;
- About 12500 git commits and more than 200 new features;
Now you have a chance to touch, play and use the masterpiece of our company
The more you read - the more you expect to get. Along with waiting for 4 months after announcement of beta version launch, we've got positive feedback from our customers! Thank you. Personal thanks to Ken Edwards from JuicyAds for constructive feedback.
So what you get with new release - everything new! Of course, it's the same software on PHP that you can install on your server and customize with open code, but any feature, any piece of functionality is revamped:
- New and improved system core. Old modules won't work in new system;
- Ticketing system in Help Desk module that allows you to add tickets via email, post replies via email to tickets and topics;
- Improved Knowledge Base with articles and FAQs;
- Home Screen Customization with Home Screen Widgets managed in Administration area;
- Improved user interface;
- Agents bar that is available only for support agents and administrators;
- New Reports section that allows to filter any field in object and save reports;
- Improved managements of topics and tickets with multi-action option on lists and ticket/topic page;
- Dashboard: now agents will see all topics and tickets they should have pay attention on one page - customized;
- New Widgets to place on any page of website - BETA;
- Improved Mobile UI to share thoughts, submit tickets and track progress;
We'll be working on updates of demo/trials for the next week, so new users won't be able to test new release for the next few days.
Extras available for Purchase
As we say - our software is "All-in-one support suite", so we've decided to distribute Help Desk, Knowledge Base, Single Sign-On as separate extras that can be purchased outside of Standard package.
In Standard package you'll get:
- Feedback Platform with ideas, questions, problems and thanks that can be used partially as Help Desk system. It can be accomplished with Privacy feature of any topic that can be set when submitting it to the community. Though, it's not complete Help Desk System.
- Moderation;
- Announcements;
- Polls;
- Dashboard;
- Assignments;
- Live Chat;
- Backups;
- Translations;
- Roles and Departments;
Help Desk Module
Ticketing system with ability to setup notification, subscription rules for agents. Via email you can create tickets or reply via email to post comments to tickets or topics.
Knowledge Base Module
Adds ability to publish articles and FAQs to organize online documentation around your products or service.
Single Sign-On
Integrate UseResponse authentication with any 3rd party system via One Login or LDAP. Users won't need to create accounts in UseResponse and will use your system login form and authorize automatically in UseResponse
All these extras could be purchased from My Licenses page
Current customers with active subscription get all these extras for free.
Free Package
We do understand that there are tons of companies with no budget to organize support eco system around products or services they provide, but market dictates the rules that we should follow.
We stop support of free self-hosted package and distribution will be removed by the end of 2014.
But no worries, we have something in plans to sweeten free users, that will be launched in December 2014.
Just stay with us and we'll justify you hopes in future of free software to support customers.
Upgrade to 3.1 release
The process of upgrade is not simple, as we've changed the structure of folders and files to store assets, improved upgrade process, so all users should use manual upgrade from 2.3.11 to 3.x release.
Upgrade Instructions of UseResponse from 2.3.11 to 3.x
If you'll have any problems with upgrade, please submit us a ticket or if you want it to go smooth, you can purchase Installation/Upgrade Credit in My Licenses page and we'll do it for you.
We really hope you'll enjoy all amazing big and little things we've done to make our and your customers happy!
3.1.3 - brings small enhancements and some bug fixes with critical one worth of update.
More details in Release Notes.
Our next goal is to improve general system usage and bring some new features used by Corporate segment of our market. The plan for the next major release in 3rd line to push it live by the end of January.
We are still working on our Knowledge Base, but now you can already use it from within your Agents bar right inside your installation.
3.1.3 - brings small enhancements and some bug fixes with critical one worth of update.
More details in Release Notes.
Our next goal is to improve general system usage and bring some new features used by Corporate segment of our market. The plan for the next major release in 3rd line to push it live by the end of January.
We are still working on our Knowledge Base, but now you can already use it from within your Agents bar right inside your installation.
We didn't mention what we'll be doing next!
In short plans - it's optimization, caching, tweaks, small bug fixes! But our roadmap includes many big features that we are working on but cant disclose. So enjoy 3.1 release, and share feedback with us, so we could change our feedback to meet community needs.
We didn't mention what we'll be doing next!
In short plans - it's optimization, caching, tweaks, small bug fixes! But our roadmap includes many big features that we are working on but cant disclose. So enjoy 3.1 release, and share feedback with us, so we could change our feedback to meet community needs.
If upgrade script ran successfully and you see blank screen, just clean /cache folder
If upgrade script ran successfully and you see blank screen, just clean /cache folder
Good day Stas, good to hear that after long delay, new version is finally out.
Hope there will be no huge problem and our community survive change without problems. Currently, I see that it's required version 2.3.11 before update. On my community is available version 2.3.10 and automatic update do not work (unable to correctly set FTP access). Anyway you link for download 2.3.11 also do not work (tested on Firefox/Chrome). I mean button on attached screenshot. May you please fix this link so I may download 2.3.11 for a first, required step.
Good day Stas, good to hear that after long delay, new version is finally out.
Hope there will be no huge problem and our community survive change without problems. Currently, I see that it's required version 2.3.11 before update. On my community is available version 2.3.10 and automatic update do not work (unable to correctly set FTP access). Anyway you link for download 2.3.11 also do not work (tested on Firefox/Chrome). I mean button on attached screenshot. May you please fix this link so I may download 2.3.11 for a first, required step.
We are glad to announce that 3.1.1 release is available for update and download with more than 50 bug fixes and tweaks. Release notes could be found here
Next move will be 3.1.2 release that we are going to ship next week. With new automatic update tool, it's very easy to update to the next version with several clicks + with next release, all release notes will be visible before update process.
P.S. Our team also in the process of integrating new features in 3.2 release, so we have many things to complete before the end of the year :) Stay tuned.
We are glad to announce that 3.1.1 release is available for update and download with more than 50 bug fixes and tweaks. Release notes could be found here
Next move will be 3.1.2 release that we are going to ship next week. With new automatic update tool, it's very easy to update to the next version with several clicks + with next release, all release notes will be visible before update process.
P.S. Our team also in the process of integrating new features in 3.2 release, so we have many things to complete before the end of the year :) Stay tuned.
After 2 weeks, we are releasing 3.1.2 release that even bigger than previous one with more than 80 changes that could be checked in release notes.
We are working on 3.2 release with significant changes in some UI elements, with new features that are ready, but should be polished.
We'll try to push live minor releases every 2 weeks, but major updates should be live every 1-2 months.
After 2 weeks, we are releasing 3.1.2 release that even bigger than previous one with more than 80 changes that could be checked in release notes.
We are working on 3.2 release with significant changes in some UI elements, with new features that are ready, but should be polished.
We'll try to push live minor releases every 2 weeks, but major updates should be live every 1-2 months.
3.1.3 - brings small enhancements and some bug fixes with critical one worth of update.
More details in Release Notes.
Our next goal is to improve general system usage and bring some new features used by Corporate segment of our market. The plan for the next major release in 3rd line to push it live by the end of January.
We are still working on our Knowledge Base, but now you can already use it from within your Agents bar right inside your installation.
3.1.3 - brings small enhancements and some bug fixes with critical one worth of update.
More details in Release Notes.
Our next goal is to improve general system usage and bring some new features used by Corporate segment of our market. The plan for the next major release in 3rd line to push it live by the end of January.
We are still working on our Knowledge Base, but now you can already use it from within your Agents bar right inside your installation.
Congratulations on the new launch, looks like a lot of hard work! Any update on the free self hosted version? is it safe to install 2.3 for now and upgrade when you release the next free version? Thanks!
Congratulations on the new launch, looks like a lot of hard work! Any update on the free self hosted version? is it safe to install 2.3 for now and upgrade when you release the next free version? Thanks!
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