1. Added more integration options with other Comm100 modules.
    • Added the integration with Comm100 Help Desk
      After the integration, your clients can submit tickets, view and manage their tickets and rate your service in your Comm100 Help Desk.
    • Improved the integration with Comm100 Live Chat
      After the integration, you can create new tickets for chats and offline messages that help you follow up your clients’ inquiries.
    • Added the integration with Comm100 User & Contact (Partially Available)
      After the integration, you can promote a Ticket submitter to a user/contact so that you can have a 360-degree view of this user/contact, including chats, offline messages, tickets, Forum posts, Knowledge Base feedback, navigation, search history and so on.
    • Added the integration with Comm100 Knowledge Base
      After the integration, you can quickly insert Knowledge Base articles or article links into a Ticket message or promote a Ticket message as an article candidate to your Comm100 Knowledge Base.
  2. Improved usability of processing tickets.
    • Improved the ticket display page to show a ticket’s correspondence in thread view.
    • Allows you to customize your signature. The signature will be automatically inserted into the ticket message when you reply to tickets.
    • Allows you to respond to previous messages of a ticket.
    • Allows you and your clients to communicate by posting  tickets in your the web-based service portal.
    • Allows you to add a ticket’s rating link into its ticket message. Your client can then click the link to evaluate the ticket services. *
    • Added Labels to help you categorize and locate tickets.
    • Allows you to quickly locate a knowledge base article and insert it into the ticket message.
    • Allows you to switch a HTML ticket message to a plain text message or vice versa.
  3. Added permission settings which allow you to set ticket permission for each operator.
  4. Added Departments that allows you to group operators into departments. Departments help you manage tickets and email servers efficiently. *
  5. Added Rating which allows your clients to evaluate your ticket services. Rating helps you identify areas for improvements. *
  6. Added Labels to help you categorize and locate tickets.
  7. Improved usability for web-to-ticket forms.
    • Allows you to customize the style of web-to-ticket forms.
    • Allows you to select fields for web-to-ticket form and set certain field(s) as required.
  8. Improved the view of Ticket List that allows you to quickly locate tickets.
    • Support listing tickets according to Queries.
    • Support listing tickets according to Departments.
    • Support listing tickets according to Labels.
    • Support customizing display columns and display order of the Ticket List View page.
  9. Added Break lines to separate new reply from previous messages and make tickets display clean.
  10. Improved usability of ticket searching.
    • Added a keywords search bar for searching tickets.
    • Improved Quick Queries.
  11. Improved Ticket Reports. *
    • Improved distribution reports.
    • Added performance reports regarding on tickets created/received/replied/closed Site/department/operators and email servers level.
  12. Fixed the time stamp issue. All ticket time stamps will display according to your Site Time Zone.
  13. Fixed the blank message issue that might happen on certain occasions.
  14. Fixed the CSS style issue of some incoming messages messing up the layout of tickets.
  15. Other minor fixes and tweaks.

First, we want to say thank you all for your continued support. We are very excited about the new version.

So far, millions of dollars have been invested to develop and host Comm100 applications. We need your help to provide better products and services to you.

The features marked with * are included in our “Help Us Help You” program and will not be available for everyone. To get these features, you will need to do some activities like writing an article about your true experience with Comm100 in your blog, starting a post about Comm100 on a public Forum, joining our Facebook or LinkedIn Group and so on.

Again, thank you very much for being with us and we are sorry if this “Help Us Help You” initiative causes any inconvenience for you.