Forums/Product news and updates/Release notes

Enhanced Search and Reporting, plus other fixes

Shun Chen
posted this on January 06, 2012 09:34

New Stuff:

  • Enhanced Search for Ticket Sharing/Multi-Brand customers: we have enhanced the search capabilities so the original ticket ID of shared tickets are now searchable.
  • Reporting for multi-language help desks: the reporting engine has been enhanced so you can generate reports with the requester's language as a parameter. This is helpful to understand key metrics such as ticket volume or customer wait time by language.


Fixed Stuff:

  • User with special characters (e.g. +) in their email address were unable to login to the system. This has been resolved.
  • Dynamic Content was not resolving correctly when the title contained certain special characters such as a period (.).  This is now fixed.
  • Archived tickets are appearing as deleted when navigating directly via a link.  These will no longer appear as deleted.
  • Forums permission bug where access permissions were given to all moderators has now been fixed.
  • Sometimes Forum index pages were appearing in a single column instead of two columns. This is resolved.
  • The trial "Getting Started Pages" contained broken links which have now been fixed.


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Travis Koger
Prism Europe Limited

If only you had a Google +1 button on your articles, I would be +1'ing the crap out of them. :)

January 09, 2012 03:44
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Jake Holman
Product Manager

@Travis: We thought about it! Once we see Google+ as a more mainstream network, we'll certainly add it. Perhaps in the future we'll allow you to pick and choose what you actually want there, too. 

January 09, 2012 04:22
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Carsten Falborg

@Jake Sounds good - But wouldnt it help Google+ to become a more mainstream network if you chose to adopt it in your social sharing "widget"?!

January 09, 2012 04:44
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Travis Koger
Prism Europe Limited

@Jake, not to mention, having G+ functionality would seriously raise the profile of forums etc on Google Search. Surely you have seen how this is integrated with search now. Becoming mainstream is inevitable for G+, you can be a follower or a leader I guess. ;)

January 09, 2012 04:58
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@Jake, oddly Google's short video about Google +1 button is about how a bike shop named "Zen Bikes" uses the Google +1 button.  Weird uh?  Zendesk and Google are maybe destined to collaborate?  Just thought I'd drop that tidbit here.

Thanks for a great product!

January 17, 2012 12:07
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Helen McCarthy

1. I too would like/use a Google +1 button.

2. Being able to pick and choose what social sharing buttons we want to use would also be better

3. Also having the option to choose buttons which do or don't show the stats (number of likes etc)  would give administrators more options.

4. Good comment Travis re being a follower or a leader.

Bye for now,


March 06, 2012 15:26
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