Minor Update: Version 2.37
Released May 22, 2007 New features available in this version include: - Ability to see a "tag cloud" of knowledge base queries;
- Ability to quickly access questions by question ID.
Minor Update: Version 2.36
Released April 19, 2007 New features available in this version include: - Ability to Edit, Reassign, Move and Link closed questions.
- Ability to change status of question during Reassign.
- Ability to promote Question to knowledge base article.
- Ability to include Custom fields in Subject of notification template.
Minor Update: Version 2.35
Released September 26, 2006 New features available in this version include: - Built-in reports enhancements:
- reporting period may be specified in day increments;
- direct links to particular questions while grouping by Question;
- Response templates are available while creating questions from the Support Desk.
- Improved navigation for multi-page search results on 'Questions', 'Knowledgebase' and 'Customers' search pages.
- Streamlined creation of similar workflow rules using existing rule copy.
- Security enhancement - randomly generated passwords are applied to new customer accounts whenever the passwords are not defined explicitly.
Minor Update: Version 2.34
Released April 4, 2006 New features available in this version include: - Built-in Reports enhancements:
- annual grouping;
- grouping by Area;
- calculating number/percentage of questions with resolution time within the specified boundary;
- Ability to exclude specific question Statuses from time calculations.
- Additional Custom login gateway parameter to carry customer Access Level.
- Dutch language user interface for Customer Desk is now available in addition to English, Spanish, French, Swedish and Japanese interfaces.
- Added secure connection (SSL) support for E-mail interface.
- Other usability enhancements:
- URL highlighting within Custom fields.
- 'Search' field at the top of the 'Customers' tab.
Minor Update: Version 2.33
Released November 30, 2005 New features available in this version include: - Knowledgebase enhancements - ability to:
- associate keywords with articles;
- show related articles using keywords;
- query articles from third-party software using keywords.
- Closing questions automatically with Escalation rules.
- Improved built-in Reports filtering capabilities.
- More control over question status during "Reply".
Minor Update: Version 2.32
Released October 21, 2005 New features available in this version include: - SSL-secured communication option for Support and Customer desks.
- Improved built-in Reports filtering and grouping capabilities.
- Sorting lists by clicking column headers.
- Improved Questions filtering in Customer Desk.
Minor Update: Version 2.31
Released July 25, 2005 New features available in this version include: - Introduced simplified customer registration option.
- Web-Query wizard is enhanced with a filtering by 'Product', 'Area', 'Assigned To', and by custom fields.
- The ability to allow or restrict customers from re-opening closed tickets.
- The ability to include web links into response templates.
Minor Update: Version 2.30
Released June 8, 2005 New features available in this version include: - Ability to add notes and attach files to Customers accounts.
- Ability to obtain backup of Knowledge Base and/or Customers' Questions in one click.
- Ability to add notes to closed questions.
- Enhanced Questions search options.
- Other usability enhancements:
- Improved 'Admin' page layout.
- Knowledge Base articles are listed alphabetically in 'Browse' mode.
- Improved Firefox compatibility.
Minor Update: Version 2.29
Released April 14, 2005 New features available in this version include: - Notification templates enhancements:
- %LASTCOMMENT% variable now returns message body in a plain text format when a question is created/updated through the mail interface.
- %LASTREPLY% variable is added to allow including the last customer support representative's reply.
- %LASTUPDATE% variable is added to allow including the last customer update.
- "Cc" and "Bcc" fields are added to the "Question-Reply" screen.
Minor Update: Version 2.28
Released March 28, 2005 New features available in this version include: - Ability to merge customers.
- Ability to add a note while reassigning questions.
- Ability to apply response template while mass-replying selected questions.
- Ability to escalate issues without reassigning when escalation rules are applied.
- Other minor usability enhancements.
Minor Update: Version 2.27
Released February 15, 2005 New features available in this version include: - Ability to specify user access rights for "Knowledge Base", "Questions", "Customers" and "Reports" tabs in Support Desk's "Roles" configuration screen.
- Web-query enhancements:
- Ability to specify output columns.
- Additional output format - HTML.
- Ability to export attachments in Base64 format when output format is set to XML.
- Ability to link related questions.
- %URLNOAUTH% and %DETAILNOAUTH% variables are added to notification templates to allow generating link to "Customer Desk" without authentication information.
Minor Update: Version 2.26
Released February 1, 2005 New features available in this version include: - FAQ feedback has been redesigned to include only Yes/No option for customer feedback to rate FAQ topics usefulness in "Customer Desk".
- All actions and changes are now tracking in the system protocol as part of the question's discussion thread.
Minor Update: Version 2.25
Released October 21, 2004 New features available in this version include: - Ability to create new customers' accounts directly from the "Support Desk".
- Ability to change customer login/password from the "Support Desk".
- Added "Restricted" registration control to disable customer self-registering in the "Customer Desk".
- Ability to set "picklist" custom fields as "required".
- Ability to update existing images/files in the "Knowledge Base".
- Ability to set specified custom field value according to "Mail Rules" for incoming mail.
- Ability to choose "Search" or "Browse" default view for the "Knowledge Base" tab in "Customer Desk".
Minor Update: Version 2.24
Released August 18, 2004 New features available in this version include: - "Escalation Rules" allow automatic escalation of customer request according to the time, status, product and other criteria.
- "Assign Rules" are enhanced to allow routing support request according to custom fields.
- "FAQ" tab on the "Support Desk" is renamed to "Knowledge Base" and allows holding two record types: "Question/Answer" and "Document".
Minor Update: Version 2.23
Released July 1, 2004 New features available in this version include: - "Spell Check" button is added to allow check spelling online for customer support replies, FAQs, news, response templates, etc.
- Response templates may be appended to the "reply" textbox to allow combining an answer from several response templates.
- Link from the "question" page to the customer is added to simplify navigation.
- E-mail address validation has been improved.
Minor Update: Version 2.22
Released June 2, 2004 New features available in this version include: - Reports are enhanced with the ability to group by "custom" fields.
- Questions summary page fields and layout can be customized for each "role" individually.
- All custom fields and additional variables can be utilized in email notification templates.
Minor Update: Version 2.21
Released May 18, 2004 New features available in this version include: - Ability to specify custom fields order.
- Ability to specify access to custom fields for Customer Desk and Support Desk.
- Ability to edit "question" custom fields in Support Desk.
- Role-based user permissions in Support Desk.
- Closed questions will be automatically reopened when updated through email interface.
- When "Custom Registration Integration" is used and the customer is not logged in yet, "My Stuff" and "Ask a Question" tabs are now hidden.
- Added "Registered" build-in FAQ access level to allow restricting some faqs to registered users only.
- Ability to customize email notifications.
Minor Update: Version 2.20
Released April 27, 2004 New features available in this version include: - Ability to specify a Bcc e-mail address for all CRMdesk notifications to allow monitoring/archiving all incoming/outgoing messages.
Minor Update: Version 2.19
Released April 19, 2004 New features available in this version include: - Ability to create web-query to the CRMdesk database. Query result is available in the XML format.
Minor Update: Version 2.18
Released April 10, 2004 New features available in this version include: - Third-party software integration: CRMdesk can be integrated with BUGtrack - bug tracking and project management software.
Minor Update: Version 2.17
Released March 26, 2004 New features available in this version include: - Ability to track FAQ statistics: top queries, FAQ activity, file downloads.
- Ability to "Reopen" closed questions.
- Question Status is displayed on the Customer Desk's "My Stuff" page.
Minor Update: Version 2.16
Released February 20, 2004 New features available in this version include: - Ability to group/breakdown by "Question" in "Reports".
- Added "Mixed" mode to allow simultaneously using "Custom" and "Self Service" registration control in the Customer Desk.
Minor Update: Version 2.15
Released February 2, 2004 New features available in this version include: - Added batch actions for the selected group of questions and faqs.
- Reports graphics improvement. Four graphics types are supported: Pie, Vertical Column, Horizontal Bar and Line.
Minor Update: Version 2.14
Released January 14, 2004 New features available in this version include: - Introduced Build-in reports with optional charts to gather statistical information.
Minor Update: Version 2.13
Released November 15, 2003 New features available in this version include: - Ability to open new questions directly from the Support Desk site (it will simplify call handling and other internal tasks).
- Added question "Status" field to allow collecting time information from the question's discussion thread which can be used to create various reports in future.
- Ability to create typical response templates to streamline support staff answers.
- Ability to send news to customers based on FAQ Access Level.
- FAQ Access Levels are shown in the Customers List.
- Page redesign:
- "My Stuff"->"Questions" submenu is moved into "Questions" tab.
- "My Stuff"->"Profile" submenu is moved into the "Personal Setup" section of "Setup" tab.
- "FAQ"->"Access" submenu is renamed to "FAQ Access Levels" and moved into the "Organization Setup" section of "Setup" tab.
- "Questions"->"In Progress" submenu is renamed to "Open".
- "Questions"->"Archive" submenu is renamed to "Closed".
Minor Update: Version 2.12
Released November 4, 2003 New features available in this version include: - "Customers" page is redesigned to simplify managing large amount of customers.
- Access to certain FAQ topics may be restricted for each customer individually.
- Ability to specify FAQ reference numbers in the news email body.
Minor Update: Version 2.11
Released August 27, 2003 New features available in this version include: - Custom fields for the user registration and request forms (to hold phone number, company name, for example). Ability to specify required and optional fields.
- Highlighting unread questions in bold: request that has been changed but not reviewed by the "Assigned To" person will be highlighted in bold for this person in the Support Desk.
- Ability to turn On/Off email notifications for both - support engineers and customers separately.
Minor Update: Version 2.10
Released July 31, 2003 New features available in this version include: - Added "Assignment rules" to allow more flexibility to configure automatic questions assignment. Now you may not only configure automatic assignment by products, but also create rules that will automatically assign questions to the person, related to a particular company or domain, for example.
- Added Mail rules to allow automatic product selection for questions coming through email interface.
- Added "Note" button, to allow customer support specialists leaving notes. "Note" button will open the page, similar to the page, opened by the "Reply" button, but notes won’t be submitted to the customer and won’t be visible from the Customer Desk. At the Support Desk such notes will be displayed under a header "Notes" to separate them from the question thread.
- Added the ability to group all questions by "Open by" to allow viewing all the questions related to a particular customer.
Minor Update: Version 2.09
Released July 24, 2003 New features available in this version include: - We added radio button " Layout: Wide / Narrow" to the Appearance tab. According to this settings, the system realigns controls on the "Search" tab and also allows strings wrapping in the "Product", "Date Created" and "Date Updated" fields on the column to the right from the FAQ text.
- Enhanced FAQ -->Browse appearance: added bullets.
- Added the ability to turn Off "Rating" control by adding "Rating" checkbox to the "Appearance" tab. When this box is unchecked, "Rating" won't appear on the FAQ entries.
- We've further improved Email Interface functionality. Now the system allows automatic login for Email Interface users.
Minor Update: Version 2.08
Released July 23, 2003 New features available in this version include: - Added the ability to edit registered customers information, such as "Name" and "Email address" or delete unwanted customers.
Minor Update: Version 2.07
Released June 24, 2003 New features available in this version include: - Ability to show / hide tabs on the Customer Desk
- Ability to customize registration to allow possible integration with customer's own registration form.
Minor Update: Version 2.06
Released June 22, 2003 New features available in this version include: - Email Interface had been introduced.
Minor Update: Version 2.02
Released November 1, 2002 New features available in this version include: - Added the ability to attach files (not only screenshots) to FAQ. This
enhancement allows adding related files into the answer content. System will
automatically distinguish between image and data file. Thumbnail icon will be
created for the image file, and hyperlink will appear for data file. All
attachments to FAQ are ready for opening or downloading.
Minor Update: Version 2.01
Released October 24, 2002 New features available in this version include: - Now users are able to rate FAQ answers. It would help improving answers quality and accuracy.
Major Update: Version 2.00
Released October 15, 2002 New features available in this version include: - CRMdesk 2.0 is created on .NET platform in order to utilize the most advanced Microsoft technology.
- FAQ may be illustrated with multiple screenshots now.
Minor Update: Version 1.03
Released September 10, 2002 New features available in this version include: - Navigation has been enhanced:
- "Add" button has been added to "Add Answer" page to streamline adding several entries to FAQ at once.
- "Back to Search Results" button has been added to "Support Desk" and "Back to Search Results" link has been added to "Customer Desk" that would take you back from the question review to the questions list..
Minor Update: Version 1.02
Released July 24, 2002 New features available in this version include: - System will send confirmation letters for each question asked.
- Support desk now allows you to review all customers list and has a wizard to send newsletters to customers.
- You may find all latest newsletters on the "News History" tab.
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