Releases tagged: support

Chris Duell March 2nd, 2019

Update: February Updates

February comes with a whole bunch of updates across our stack, the main focus for this month in regards to what was released is around:

  • Migrating all companies to Smart Groups access control
  • Migrating all companies using ticket deflection to the new Gatekeeper
  • Further improving GateKeeper, and allowing you to compare your results against Elevio wide averages for deflection rates
  • Improvements to our Visualizer tool to give you and your team more control

And various other new features, updates, and bug fixes along the way.

Check out the full details below


New Features

  • Added an Elevio wide ticket deflection benchmark to compare your deflection rate against, you can see this in your ticket statistics report

  • You can use the Visualizer to add links that open the Assistant to the home screen

  • Hotspots added via the Visualizer for opening Modules can now be limited to being shown once per user, just like with articles

  • In the Support module, you can now link to external form for creating support tickets. This is helpful if you have complex forms you'd like users to fill out for your support integration

  • If the situation requires it, you can now rotate your account secret.

  • Cross-article anchor links now work when used with the data-elevio-article attribute for manual article linking (see the docs here)

Updates

  • All customers have been migrated to use the new Smart Groups feature for access control

  • The support module now has the new GateKeeper for ticket deflection rolled out to all accounts (if enabled).

  • GateKeeper: Made it more visible that GateKeeper is disabled, and added quick access to enable from the reporting page

  • GateKeeper: Suggestions page is no longer shown when there are no suggestions

Bugfixes

  • Fixed an issue with onboarding getting caught in a loop

  • Fixed an issue with floating images in the Assistant and Editor preview

  • Fixed an issue with GateKeeper suggestions display in Internet Explorer

  • Fixed an issue where positive deflection page was flashing erroneously for ticket submissions

  • Fixed navigation on click of back in the Assistant after ticket deflection

Chris Duell July 23rd, 2018

New Feature: GateKeeper for Ticket Deflection

At Elevio, we're all about making the in-app experience for your users as fluid as it can be, and keeping them moving rather than being stuck in a queue waiting for help. 

That's why we've spent a lot of time working hard on our ticket deflection feature we're calling GateKeeper.

Less Support Load.
Faster Resolutions.
Happier Customers.

When your user enters in their query in the support module, GateKeeper uses transfer learning (a type of machine learning technique) to tear apart their request and find the most relevant sections of the most relevant articles in your knowledge base and presents them to the user as suggested help.

It's like having someone on your support team respond to the customer before the ticket is even submitted.

Reporting from our beta testers showed more success than we could have dreamed, with overall deflection rates around 15%
(This will be dependant on the depth and breadth of your content.)

Deflection Reporting

To help bring extreme clarity to your team and show you where people are getting stuck, you can view a report that will show you what the customer intended to send, what suggestions they were delivered, and which suggestion solved their issue.

This means you're able to uncover where things are causing friction in your product, even when you don't hear about it.

Check out a sample report from our own account below:


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Chris Duell February 19th, 2018

Update: Attachments for ticket replies, new custom-form fields

Add attachments to ticket replies

Previously, your users were only able to add an attachment to a ticket in the support module when they were first creating the ticket, but not for any replies they later added to that ticket.

That changes today, now your users can add attachments to responses to tickets at any time.

NB This is currently only available for: Zendesk, Freshdesk, Uservoice & HelpScout

New custom form fields

To give you more freedom in requesting what you need from users in the custom form module, we've added some new field types for you to add:

* Checkboxes (for allowing multiple selections)
* Radio Buttons (for showing multiple options, but allowing just one selection)
* Rating (a rating of 1 to 5)


Updates

  • Add attachments to ticket replies

  • New custom-form fields

Chris Duell November 30th, 2017

New Feature: Teamwork Desk Integration

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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!


New Features

  • Teamwork Desk Integration

Chris Duell August 30th, 2017

New Feature: Introducing Answer Assist

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:

Answer Assist

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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.

New reporting

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.

So, how much is it?

Answer Assist comes FREE on all accounts that allow for the support module.


New Features

  • Answer Assist

  • Ticket Deflection Report