ActiveCampaign Help Desk Software Goes Mobile

Our development methodology revolves around developing software that meets our clients needs. Mobile support for our products (especially Help Desk) has been a common request and now Help Desk is filling in that request.

With the latest version of Help Desk Software you will notice a new folder called “mobile”. This is a special version of the Help Desk administrative interface that you can access via any device requiring a limited & on the go interface. Designed to be light weight for speed and usability it provides a new interface for accessing your Help Desk administrative area from any modern phone / pda that has a built in browser.

This is the first version to include our mobile folder. We plan to continue development in regards to mobile access and appreciate any and all feedback.

Live Chat on the Desktop

One of the projects we’re working on at the office is a desktop version of Live Chat’s operator console. Those who use Live Chat are likely to use it extensively (certainly we use it extensively), so having a dedicated desktop version of the operator console makes a lot of sense.

One thing about the standalone version of Live Chat is that it’s much more responsive. Using Live Chat over the web, while nice and especially handy for those mobile users of the service, one still needs a browser
— and all of the memory and processing overhead that comes with one.

We’re already a good portion of the way there with the Desktop version — over halfway finished. We’ve just implemented the typing indicator and typing preview features of the web console. Sending files is also
supported. It’s actually a lot of fun working on the desktop application, since — because we do use AJAX heavily in Live Chat — a lot of the heavy lifting has already been done on the backend in PHP.

Sample Screenshots:

Once our beta testing of the Live Chat Desktop application is finished, we’ll be looking at the full integration of other products into the Desktop suite. So stay tuned — I think Live Chat Desktop is going to be a good one.

Help Desk 2.61 Released!

New Help Desk is out, and since it has a 2.61 mark on it, you can expect a couple of improvements. We have added a lot of new features, and of course, fixed all current bugs that were out there.

First of all, I’m pleased to announce that Help Desk administration has gotten a mobile version for access through PDA devices. From now on, admins can point their cell phone browsers to /Help Desk/admin/mobile in order to use it on-the-go.

We added additional checks for displaying posts submitted via email in HTML format, since there was a chance for them to be harmful for admins (with malicious scripts embedded). Also, from now on, all the images will be removed for display in admin zone, with an option to show them (per post setting). Malicious scripts are just removed. An important improvement is that we now store incoming email addresses for posts submitted via email, so everybody can see what email address the client used in correspondence for the post in question.

In this release, we have added an Options dropdown to the Closed Tickets page. Now you can perform all of those same operations on closed/resolved tickets too. While viewing a ticket, other ticket’s IDs inside of a post are now transformed into links. View Ticket page has also gotten a much needed Change Status drop-down for fast status switching. The same drop-down has been added to Add Ticket page too. Now admin can set proper status while he is opening a ticket, it doesn’t have to be “Unviewed” anymore. Spam page will show every ticket’s spam probability count. And on startup page, you will see yourself online too, since you apparently are. ;-)

User manipulation is also enhanced. User’s status can be changed now (active/unactive). Newly registered users can get linked to old tickets they submitted prior to registration if the emails are the same. Also, since admin can approve users now, when they approve someone, they will get an email that uses an account_created.txt template.

Furthermore, we have abandoned our old horizontal menu on the top navigation bar. We have replaced it with a better menu which you will find much more usable than the old one.

Public side also got a couple of handy improvements. Logged in users can now search their tickets on a Ticket Lookup page. Announcements can also be searched now, by anyone. By the way, from this version on, Announcements will be in HTML, and admins can use KB’s HTML editor to edit announcements.

We have also added some things to make Help Desk more customizable. We have added more encoding types for language strings. Besides old “8bit”, now you can use other ones too (7bit, base64, quoted-printable). Templates got their improved {ttdate} (soon to be called “acpdate”) modifier to properly format the date. We have added a default date/time format in General Settings page, and you can change it in your templates to correspond to your language/design settings.

By the way, from now on, as soon as you upload new files in order to upgrade Help Desk, your installation will cease to work. It will ask you to run updater if it notices that your installation database does not correspond to the new files.

Updated Live Chat Interface…

You may have noticed that we updated the interface of Live Chat. Below you will find a sample screen. Let us know what you think. The new layout will be available in Live Chat 1.10+

Stay tuned for a major addition to Live Chat in the next month or so where we will extend the web functions of TrioLive to a more familiar environment…

Live Chat Live Typing Preview

From the start of Live Chat we have always had the typing indicators. They alerted the public user when the operator is typing and vice-versa. Great feature and similar to Help Desk responding indicators but we always thought we could expand upon this.

With the release of Live Chat 1.02 we have included a new feature. A live typing preview.

Live typing preview works like this:

1) visitor starts typing a message

2) operator sees the typing indicator stating that the visitor is typing

3) at the same time a dragable typing preview appears and updates in real time with the visitors contents of their text box

So why is this good? You can start to answer your visitors questions even before they click send/submit. Not only will this increase your productivity – but it will also increase your visitors satisfaction with your response times and allow you to take on more chats.

We have a number of exciting new features planned for future updates in the near future. Stay tuned for updates…

Should you have any feedback or ideas – let us know at feedback@activecampaign.com

Advanced Reporting in ActiveCampaign Survey Software

Once you have created a survey, and have either deployed it via email, or setup the survey to be taken from your website, it’s then time to enjoy the reporting features that the application has to offer. This applies to both the downloadable Survey Software package and our hosted survey service.

By browsing to the Reports->Create Report section of Survey Software , you are first prompted with several options for creating your own custom reports. Here you specify the Report name, and the Survey that you would like to include within that Report. You can also Copy Settings from any report already in the system, saving time in the setup of Report Options such as Header and Footer displays.

Within the Reports we can take our collected survey responses and display them in tabular format, Flash Graphs, and email them to other interested parties.

Tabular formatting of the responses is the default view when you open your newly created report. This view gives you detailed information on how many responses are attempted, as well as non-attempted allowing for a broad overview on a questions popularity with your audience. Here you can also find the percentages of answers based on your question types, also giving a general overview on the responses that your attempted answers generated.

There are 3 different types of Flash Graphs that you can use to view your report data. These types can be switched by changing the Graph Style Type dropdown at the top of your page. Switching the type of graphs that are used to display your question response data is as easy as using the graph button menu. When these options are used, your report is automatically updated to reflect the new Report Style and the data associated with your question.

Report Options allow even further customization of your Reports. Here you can setup exactly how you want your report to look by adding custom header and footer graphics and HTML, as well as specify exactly what information you want to make public, and what you want to keep private.

Once you have your Report setup exactly as you would like, you can send that report to your business colleagues for them to analyze. This is accomplished by using the Share Report button on the main Reports page. Your shared reports can have customized email content inserted at the time of sending.

The Advanced Reporting in Survey Software doesn’t end only in the Reports section of the application. There is also the entire Analyze Responses section available from the Survey List Dropdown menus. Here you can download CSV files containing either all of your respondents information, or download each individuals responses separately.

With all of the options that are available you can be sure that Survey Software can provide you with the facts needed when analyzing and reporting any of your survey types.

Minor updates to Email Marketing, Survey Software, Knowledge Management, and Help Desk Software.

In the last couple days we have released minor updates to 4 of our products. Here is a summary of what we changed just recently.

  • Email Marketing 4.51.6
    • Fixed redirection problem for users with only one list
    • Fixed empty Sender header problem
    • Fixed fetch@send bug in autoresponders
    • Fixed full path issue in auto_remind cron file
    • Fixed template JS bug for test email if not mime
    • Now parses links only if option is turned on
    • Now fetches reply-to field properly
    • Added fetch personalized to INSTANT responders too
  • Survey Software 1.4.12
    • specific required fields update
    • add item page updates
    • invitation updates
    • css updates
    • php short tags removed
    • library/survey add/update item pages updated
  • Knowledge Management 2.60.24
    • Moved trial check to avoid header() problems
    • Public Search page completely rewriten
    • Implemented public users, separately from admins
    • Fixed Settings/User page bugs
    • Public users are no longer members of Global Authentication System
    • pdf.php is from now on unencoded
    • Fixed installer bug for removing existing tables
    • Added support for Demo Mode
    • Fixed a major bug in function.php that occures on public side when article has no links in it
    • fixed include problems
    • Added new language strings
  • Help Desk 2.60.4
    • Integrated new Knowledge Management system
    • Fixed expiration date on announcements (to allow indefinite ones)
    • Chart fix for HTTPS via IE issue
    • Fixed subject escaping problem in public viewTicket
    • Added more vars to use in public account_confirm.tpl.txt (username, name, email)
    • New language strings

As alwyas – we are continually seeking feedback on our products and services. Should you have any questions, comments, or concerns let us know at info@activecampaign.com

Live Chat Released

ActiveCampaign Live Chat Software ( a powerful web based live help solution that offers real-time messaging for sales, support, or internal communication ) was released as 1.0 Stable recently. There are a number of great features included with the initial release of Live Chat. To glance through all of the available options I would suggest to go through our tour of live chat features.

We have had a positive response to Live Chat and the Help Desk/Live Chat integration. Plans are already underway to increase the integration between the two products and extend Live Chat further.

Pricing for Live Chat has been discounted for a limited time as part of the introduction of TrioLive. Order now to receive the special pricing.

Help Desk 2.60.2 Released!

A new version of Help Desk has been released!

We have changed quite a lot in this version. We have changed the Ticket Rating System, so Reports page should now show more accurate results. Also, Reports page does not use JPGraph for generating graphs anymore, so there is no need to have GD support in PHP on your server anymore. From now on, Help Desk will generate it’s graphs in Flash. They look better and they don’t need anything extra, since every browser has support for Flash files.

We have also fixed a problem with merging tickets. Until now, your post submission dates were reset to the date of merging when the ticket was merged. That won’t happen again.

We have added a link for “Tickets” on the Non-Admin Users page, so from now on admin will be able to see all user’s tickets from that page too. View Ticket page got back its “Calendar/To-Do Entries associated with this ticket” section which was missing even if there were some associated entries. Calendar is also more usable since we have fixed some minor bugs, mostly in templates.

A list of changed files can be found in our Support Forum.

Enjoy using the new Help Desk Software and let us know if you experience any kind of difficulties in using this product.

Live Chat 1.0 Beta 1 Released

Our first beta release of our new Live Chat Software application has been released. Incidentally, it is also the first release of anything that I have worked on at ActiveCampaign; I couldn’t say much before now because — well — it wasn’t ready yet!

The exciting thing about Live Chat is not only that it’s new, but it’s new for us. We have used some AJAX in Help Desk and Email Marketing, but Live Chat represents what is truly an “AJAX” application: everything about it is dynamic; everything about it is immediate.

I’m proud that so many good features went into the first release of the program. Not only chatting, but flash-based reporting, custom fields, chat session rating, chat invitations — they’re all there. The future looks bright as well: extending the integration possibilities between Live Chat and Help Desk is just one of the things we’re working on.

For those interested in taking a test drive with it, you can download the first beta of TrioLive here. Let us know what you think!