What's New

Comm100 Ticket 3.0 (Oct. 24, 2011)

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 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 help desk.
   • 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 Viewpage.
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.

* The feature is included in our "Help Us Help You" program and will not be available for everyone. Read more...

Comm100 Email Ticket 2.0 (Nov 14, 2010)

1. Improved usability for daily ticket handling. The new interface is more like regular email interface:
   
   • Added Reply/Reply to All/ Forward buttons.
   • Added Read/Unread marks.
   • Added Mark as Read / Mark as Unread which allows operators to mark tickets as read/unread.
2. Added Delete Selected which allows operators to delete selected tickets massively.
3. Added email draft. Operators can draft to an email when handling a certain ticket.
4. Added Previous and Next buttons in ticket detail interface to make ticket navigation easier.
5. Added Ticket Merge which allows operators to merge the history of a source ticket into a target ticket. After the merge, the target ticket keeps its property values. Future incoming emails, chat transcripts, offline messages or web-to-ticket messages to the source ticket will automatically be attached to the target ticket. Your future search of the source ticket will bring up the target ticket.
6. Allow operators to select one from multiple enabled email addresses to use as the From address for sending out reply emails.
7. Added Save Quick Query which allows operators to save quick query conditions for frequent use.
8. Added an option to use Verification Code (CAPTCHA) to protect your Web-to-Ticket form from automated spamming bots.
9. Support submitting multiple attachments in the Web-to-Ticket form.
10. Support activating/ deactivating a certain mail server manually. Operators can enable a pre-defined mail server to retrieve Inbox messages.
11. Added Non-existent/ Spam-reported Address. The receiving email address which does not exist or the recipient has reported your previous message as spam is automatically added into Non-existent/ Spam-reported Address list. Operators can click Non-existent/Spam reported address button to view the email addresses and decide whether filter out these addresses when sending out follow up emails (including auto follow-up emails).
12. Improved format of the ticket Id. The format of the new ticket Id is changed to SSiteId –TticketId (e.g. S10000-T99), while the old format is still supported.
13. Fixed infinity loop bug caused by auto follow-ups when two sites both use Comm100 Email Ticket (auto follow up being enabled) and sending emails to each other.
14. Fixed potential infinity loop bug where multiple auto update rules are triggered at the same time.
15. Fixed bug where fields cannot be set as required fields in the Web-to-Ticket form.
16. Fixed bug where the auto follow-up sending history is not accurate.
17. Other minor bug fixes and tweaks.

Comm100 Email Ticket 1.1 (Jun 6, 2010)

1. Improved the usability of Email Ticket application.
   • The existing Inbox emails will not generate as tickets when you add your email servers.
   • Comm100 Email Ticket Id will be automatically attached to the subject of each ticket, when the pre-defined auto follow-up emails are sending out.
   • The Email Ticket Id will be automatically added into the subject line of the reply email if you modified or even removed the ticket Id.
   • If your Comm100 Live Chat has been integrated with Comm100 Email Ticket, the auto follow-up email for a chat will be sent out after the chat is ended; and the events you've set in Auto Update will be triggered after the chat is end.
2. Fixed bug where when the Auto Follow Up condition you've set is "When the status lasts for N business days", the auto follow-up emails can only be triggered one time.
3. Fixed bug where the default values of the custom fields are taken as null when an email generates as a ticket.
4. Other minor bug fixes.

Comm100 Email Ticket 1.0 (May 8, 2010)