NOTE: This blog post refers to a product that is no longer offered or supported.
We have been developing ActiveCampaign Help Desk 3.0 for some time now. The progress has been very promising and we are looking forward to sharing screenshots and feature / change explanations in the near future. As we have not posted an update yet I wanted to share a couple of the major features that have been completed.
Here are a couple of the major new updates that have been done already for 3.0:
Create custom views, share them with users, and fully control what shows up for each view. This replaces the old open or closed ticket lists
Without going into great detail (at this time) I can tell you that automation is going to be the heart of 3.0 and the potential uses and benefits for every users will be great. Simply put it allows you to automate most parts of your help desk in a very customizable manner.
- Service Level Agreements
Ability to setup SLAs with working schedules, SLA actions, SLA plans, etc.. along with generating SLA reports.
- Billing Logging & Reports
A very popular feature request has been added. Ability to have tickets billable, log billable hours per ticket, etc..
- Due Dates
Ability to set due dates, actions when a due date is not met, etc..
Can be thought of as public user groups. Have company members auto-join into setup companies, manage company users, etc..
Instead of “announcements” we have created an updates feature where you can post updates (similar to a blog view) and your users can see updates when visiting your help desk.
While we did have troubleshooters in version 2 we have changed how you create them (to be much easier) along with a number of options for when they reach the end of a series of questions.
- ActiveCampaign Knowledge Management
As with version 2.0 we are including the knowledge mgmt/knowledge base application as a free module of the help desk software. The new improved integration allows us to have the latest version of the kb product always integrated (where as in version 2.0 there was a delay when we released a kb update for it to be included in the help desk)
Those are just a couple of the hundreds of new features and changes made with help desk 3.0. In the near future we will begin to post specific features & screenshots to give you a better idea of everything that ActiveCampaign Help Desk 3.0 has to offer.
Regarding the release date – we do not have a set date at this time. Product quality is our top concern. Once internal development and testing has completed we will announce the beta (for current clients) along with upgrading our own help desk.