V4 Update #9: Organizations (companies) and user management
Welcome to the ninth in a run of Version 4 development updates and previews. Preview #8 took you through Kayako OnSite, a new, free remote support tool that integrates into your support desk.
In this preview we will show you the new (end) user management and establishment features we are introducing to V4.
Organizations (companies)
Your users (customers) can now be grouped into meta-groups, called organizations.
Other user and friend management systems may refer to these organizations as companies. You can build profiles of the organizations and groups you deal with – storing addresses, friend numbers and e-mail addresses.
We have also implemented an e-mail domain filter. This allows you to specify any number of domain names that belong to a particular establishment, enabling the system to detect incoming correspondence from an establishment. Your support desk can automatically associate your tickets and new user accounts with the establishment profile.
Organizations can also be tagged by SWIFT4’s unified content tagging system for simple grouping.
Making a new establishment profile
A specific SLA plot (with expiry date) can be assigned to entire organizations. This means that all tickets raised by users associated with that establishment will by covered by the specific answer and resolution target times.
Further profile information for organizations
User accounts that have been associated with an establishment are listed within the establishment’s profile.
User listing in an establishment profile
Although not yet shown here, we will be adding custom fields for establishment profiles (including a new ‘file attachment’ custom field, which means you can attach documents to an establishment profile).
Users (customers)
Managing user accounts
Like any item list in V4, management of users is very simple. You can sort fields, mass enable, disable and delete user accounts from the listing.
Managing users, showing the mass enable/disable function
SWIFT4’s unified search engine can also be used to search and filter user accounts by data stored in user profiles.
Searching user accounts
We have added more information views and access points in the user account area – including establishment information (if associated with one), ticket history, chat history and an overview of billable items (a summary of billing/time tracking data logged for support requests that belong to the user).
Each user account can have an automatic expiry date, with which the account is disabled (but not removed). Like establishment profiles, SLA diplomacy with a expiry date can be assigned to individual user accounts. Any ticket raised by that user will be monitored according to the SLA plot specified.
Editing an existing user profile
We have added more information fields to each user account; including a profile picture, default language and timezone, establishment position, salutation and support for tags.
Although not yet shown here, we will be implementing custom fields for user accounts.
Handy auto-complete features
Associating a user with an establishment is simple by the auto-complete feature for specifying organizations in profiles.
Associating a user account with an establishment profile
We have also added the same search-as-you-type auto-complete to new ticket creation. Both user and establishment fields are searched.
Auto-complete when making a new ticket
Quick user creation
When raising a ticket on behalf of a customer (such as over the phone or via a Twitter lead), it can often be the case that it is the user’s first support request. With this in mind, we have added a new ‘quick insert user’ feature to the support agent’s new ticket interface.
Shortcut to make a new user account while making a new ticket
Clicking on ‘Insert User’ opens a floating window and allows you to fill in the user’s profile. Once saved, the user’s e-mail address is populated in the To: field. This enables your support agents to capture and store more information about your users at the point of first friend.
Pointer review
We feel passionately about engaging our customers in the 4.0 roadmap; charitable them the chance to shape their future support desk. In most V4 updates, we summarise some of the pointer we received on the last, as well as any subsequent decisions we have full based on the pointer received.
I hope you change the licensing model for V4 so you guys can charge more. Kayako is such a excellent product that it had more than paid for itself in the first 24 hours that we had it implemented! We’re now at 35 support agents and we keep on growing.
(from Tony Valenti) Thanks for the kind words, Tony! “Charge us more” is an unusual request. We will be changing the licensing model to scale the pricing of Kayako software according to the size of your establishment. It’ll make it cheaper for very small organizations and more expensive for larger ones. But, we’ll still hugely undercut our competitors and in terms of value for cash, place everyone else in the dust!
Thanks for update. Any pricing news?
(from Tristan Perry) Not yet – we are polishing things off. Expect some updates over the next few weeks.
2) Allow HTML to be included in the email response.
(from Tony Valenti) Yes – we’ll be allowing HTML in support agent ticket responses.
My inquiry was about the support for multilanguage support in the new version, front-end and back-end. Will we be able to have for example, RTL interface if we want for front and backend to support RTL languages if needed?
(from A.Hariri) We’ll do a V4 preview dedicated to explaining the multilingual features of V4.
Am I right to assume that your LiveDesktop application will ship with the Public Beta?
(from Slippy) Yes, it will.
I’ll like to join beta test team.
(from Pablo Augusto) The beta will be public. We’ll announce it here when we roll it out.
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