UseResponse 3.2 - Updated Help Desk and 140 + Changes

Since 3.1 stable release, we were using intensively our new help desk module and got more than 200 ideas and requests.

Unlike many help desk solutions on the market, we organize all support needs for the company in one place.

But in the era of simplicity, where customers would like to get the result from the system in fewer clicks, UseResponse tries to follow the principle of paying attention to each detail. This year, it would be seen in every aspect of all our modules to organize eco-system for our customers around our product.

What's New in 3.2 Version?

It was a short run this time to get quick but quality feedback from our customers, and implement 50+ improvements  and new features and almost 100 bug fixes. Below only main new features are described. You can also check full change 3.2 changelog to see the reason for the upgrade or migration - believe me, you'll find it.

New customers will notice that it's lighter now - only 10 mb in archive. We've made such small size due to removal of libraries used for search index. Now search is significantly improved to find similar topics and we don't need extra dictionaries anymore.

Canned Responses

Managed in agents bar, now you can add ready to use answers in topics and tickets

Object Properties & Custom Fields

Properties  - features that are used on adding topics, tickets, articles and widgets displayed on full page of any object. All custom data could be managed in Administration area with custom fields assigned to users, topics, tickets.

New Tagging System

Used not only for search but for extra grouping will help agents organize topics and tickets to prepare for new releases or group topics for specific events. Tags are also used in Reports section and in search.

Advanced LDAP Settings

If you have specific setup of your LDAP server, our advanced settings of LDAP integration will help:

• Setup user mapping;
• Set full name mapping;
• Set global LDAP password to grab the data;
• Add rules for role assignment based on specific settings of your LDAP fields.

No More Free Self-Hosted - Yes to Cloud Plans

Since Dec 2011, we've been asked more and more about monthly plans, as many users don't want to bother about their own servers, configurations, installation, upgrades.

As the result, we'll release cloud plans that should be launched within next month in beta test and 3.2 release is the start for organizing different approach to simple things of making your customers happy.

We are still building our cloud plans, and it would be really affordable for freelancers, if they couldn't purchase self-hosted package before.

Please Share an Idea or Submit Requests to us and you'll make not just your live easier, but help 1000 other companies with UseResponse