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We just released a new version of SupportTrio, the first major upgrade in 2.62.x series. We added a lot of stuff, so here we are going to mention the major ones, while the rest you can find in our Support Forum.
In the Ticket Management area, we added another column in the ticket lists pages that should reflect when the ticket was created. Also, from now on, merging ticket actions will now preserve all important ticket info, including assigned administrators, custom statuses, sticky option, importance (level), etc. When tickets are merged now, the resulting ticket will still have all info from all other tickets. Also, administrator can now manually assign public users to a ticket!

You all remember the Mark as Spam feature, and how the tickets got deleted, but still, SupportTrio was able to match the following tickets as spam. Well, we went one step further: we added a page where you can manage spam tickets. There you can delete them, which means that similar tickets will not be marked as spam anymore if you don’t want them to.

Among Settings options, we changed notification options for admins which are now department specific: your admin can specify to receive emails about assigned tickets from one department, but not from others. In Filters area, we added another option for ticket submissions via web interface (Site Filters) that will push the ticket to a specific department based on filter rules.

Flood Control also got a major improvement: now you can define a level of strictness which will dictate the behaviour of SupportTrio’s Flood Control Check. Strict level is the one you had until now. Now we added Relaxed and Loose, which will allow twice as much time for emails not to be considered as flooded emails.

Departments Manager also got one more option: whether you would like to have that departmant accept ticket attachments or not. Also, you can now specify ticket custom fields in Email Confirmations, which will have personalization tags like these: %PERS_34% (where 34 is that field’s ID).

As of 1-2-All 4.53.7 we now allow you to embed images within your email campaigns.  This means you can easily send a graphical message to your list and be less reliant on the subscriber clicking on “allow images” or “show images” which some of your subscribers may not take the time to do.

Embedding images could not be easier.  Create your campaign as you would any other time and click on the embed images checkbox.  When selected 1-2-All will automatically embed any images within your mailing (currently does not support css or background images)

If you want to turn this on or off you can do so via the List > General List Settings page. You can also set the setting in the “default list settings” for a specific admin user from the Settings > Users page.

If you have any feedback, questions, suggestions, etc… just let us know.

Today, after a long time without releasing any major updates, we have released a new version of SupportTrio, marked as 2.61.16.

With this release we have decided to expand the possibilities for our overseas clients, and have provided you with a set of tools you can use in order to customize SupportTrio to suit your language needs better. From now on, our products will rely on strfdate() instead of date() native PHP function, so you will be able to use localized values for your language strings. No more English week/month names in your dates! From now on, whatever is your server’s default locale setting, the system will use it. You can read about changing the default locale on your system here.

Since we had to do that sooner or later, and that meant changing a lot of templates (almost all of them are displaying date/times), we decided to finish timezones too. From now on, all date/times displayed by SupportTrio will have time offsets applied before displaying. That way you should be able to keep your SupportTrio in a different timezone without any problems whatsoever.

This version also introduced a Default Ticket Priority setting. On Manage Priorities page (Settings => General => Manage Priorities) you can now set a default priority, which will be preselected on your Submit Ticket pages. Also, if email comes in without “high/low priority” flag, the ticket will get default priority, not “Normal”.

And last, but not least, public authenticator! We have provided an unencoded /functions/function_user.php file which has all functions for handling users (login/logout). That way, from now on you can modify that file freely and fetch your users from external (client?) database instead of using SupportTrio’s.

We also fixed a couple of small, but annoying bugs.
To see a complete announcement about this release, please visit the following thread in our Support Forum:
http://www.activecampaign.com/support/forum/showthread.php?t=3032

We are looking forward to hearing from you about using these new features in the future.