By special request, we've worked with the crew at Teamwork Desk to create a new integration that allows your users to create, view and respond to tickets right inside your app, via the elevio embeddable.
To get setup, you'll first need to have an elevio account and a Teamwork Desk account (don't have one, get started here).
Once you've got both your accounts ready, head to the integrations screen in elevio and click on Teamwork Desk from the available options. Have your API key ready for the following screen, and when prompted simply add your API key and continue.
Now you can add the Support module to your embeddable, and select Teamwork Desk as the source, too easy!
Teamwork Desk Integration
By "new", we mean, "finally... a dashboard"!
To help keep an eye on your account, we've created a dashboard as your new landing page when you visit elevio. The aim of this is to give you a complete overview at a glance, and let you more easily get to where you need to be, fast.
It includes things like:
- Account status
- Latest updates
- Hub overview (... what is hub?)
- Reporting overview
- Your article / module etc counts
- Quick links to get you going
If you're a new user, there'll also be a special onboarding section to help you get fully setup.
If there's more you'd like to see on the dashboard, be sure to let us know.
Here's a peek at what my dashboard looks like right now:
Your users read your articles, and they provide feedback. But it's then been up to you to visit the reporting page to see what's been said.
Now, with our new Slack & Hipchat integrations, you can get your users feedback in real time right in your existing workflow.
Here you can see the feedback the user provided, and the article on which they provided it, so you can quickly jump in and make the required update.
Again, you can see the users feedback, and click the article title to jump straight into edit mode to make any updates.
Hopefully your users are a little more gentle than our test team ;)
To get up and running with Slack & Hipchat notifications, just head to the integrations screen and look under "Feedback Loop" https://app.elev.io/connections
We’re super excited to let you know about Elevio Elements.
We’re always looking for ways to improve your customer education, and with our new elements product, we’re providing a completely new way to fuse your customer education and your user interface, to make onboarding and self-served support super streamlined.
Imagine being able to embed the elevio search anywhere on your site, or show a list of suggested articles in your side bar, or embed an entire article… that’s what you can do with elements.
The kicker... you can even drop in elements using the visualiser tool, it’s super powerful.
Check them out in more detail at https://elev.io/elements
We're excited to release a new feature that aims to drop your support load even further, and give your users the answers they need through self-service, fast:
As a user is filling out the form in the support module, Answer Assist will kick in to surface your already existing content to help them out, and deflect the ticket.
After reading the suggested content, if it solves their question then they've successfully self-served their own support and they can discard their message. Otherwise, with a click they can return to the support form and submit their issue through to you to handle personally.
Remember, the more coverage you have in your content, the better Answer Assist can help reduce your support load.
Answer Assist comes with a new report, the "Ticket Deflection" report, which shows a direct correlation of how many times Answer Assist prevented a ticket coming through.
Answer Assist comes FREE on all accounts that allow for the support module.
Ticket Deflection Report
Dr. Evil and Mini Me, Schwarzenegger and DeVito, for every giant there's an equally impressive smaller version.
Today, we join the ranks of epic big-and-small combo's.
At up to half the height of the standard version, it's great for situations where you don't want your embedded help center to cover the entire side of the screen top to bottom.
To enable this new layout, head to your widget settings and set "compressed" as your display type.
The compressed option is available immediately on all accounts.
When editing your content your progress will auto-saved saved as you go, but will only be published when you give the all clear.
It's a great way to get more of the team involved, and improve control over releasing content updates.
As you're making edits, the area you've got unpublished changes will turn yellow so you can quickly run your eyes over it for a quick approval.
Or, click on the 'View published' button to toggle back and forth between what's published, and your current draft.
Don't like your updates? Just hit 'Discard Draft' and you'll undo all your changes and roll back to the last time you published the article.
Draft, publish, and auto-save is available now on all accounts.
Create new content without publishing
Update content as a new draft, before publishing
Content list speed improvements
When you add a custom form to your setup, you can now choose to have the results forwarded to a webhook.
This means you can now pass the information to any third party you like via something like Zapier or Automate.io, or build something completely custom to handle your custom form.
Custom form webhooks
We've added support for delivering content to your users in Polish and Arabic, as well as allowed for searching Japanese, Chinese and Ukranian content.
Japanese content now searchable
Chinese content now searchable
Ukrainian content now searchable
To help with article discovery, we've made two updates to the content editor.
As you're crafting your content, we'll provide you with keyword suggestions for you to add to this article to improve it's chance of surfacing when someone does a search, or for showing the article as a suggestion on pages that relate this content.
To use the keyword suggestions, just click on the keyword to add it to your article. It couldn't be easier.
While not in use yet, we've added a new field to create a summary of your article.
To help get you started, we analyse the content and auto-summarise it for you, but you of course have full power to overwrite the summary as you see fit.
In a future update, the summaries will be used to show a snippet in the search results so your users get a small preview of what's to come, to make the decision of which article to read easier.
We'll also be using these summaries in the hosted knowledge base, as well as ticket deflection (coming shortly).