Support Ticket System

Security Updates: Additional security updates have been incorporated into ReadyDesk to tighten security even more. We will continue to improve on the security with every new release. It is important that you stay up to date with the current releases to ensure that you have the best and newest security features.
Personal Localization: Both customers and technicians can define their own preferred culture setting, so that dates and currencies match what they expect to see. Customers can set this under ACCOUNT > Preferred Culture. Technicians can set this by clicking on MY SETTINGS on the left menu.
Customer Portals: A new option has been added to the customer portals feature that now allows you to define portals based on the application name (i.e. the path in the URL, such as http://www.yourserver.com/appname/). This makes it easier to add multiple customer portals using a single installation of ReadyDesk, under a single domain name, without the need to create multiple domain or sub-domain names. All you need to do is create new applications in IIS that oint to the existing installation of
ReadyDesk. For hosted customers, just open a ticket requesting a new application name and we will create it on our servers for you for free.
Database Backups: Database backups can now be created for remote SQL Servers (SQL Server installed on a different machine than ReadyDesk) directly through the admin console. Restores can also be done from these remote backups.
Automation: In addition to automated backups, we have update the entire automation system itself to have
tighter security. The service now uses a unique key value that must be supplied when the automation requests are made. A key can be generated easily via the admin console and the configurations are updated for you automatically. There is also the ability to limit the automation requests to only allow them to be made from certain IP addresses.
Ticket Permissions: You can define on a per technician and per customer basis the type of access they have to
tickets. The options are "Read-Only", "Read-Only - Can Create" (which allows them to create new tickets, but not update existing tickets), which can be helpful if you only want a technician or customer that is only in charge of submitting tickets, but not responding to them, and finally "Read , Create and Update (No Restrictions)", which allows technicians and customers to have complete access as usual.
Email Permissions: Similar to ticket permissions, you can define on a per technician basis what level of control they have on setting the email status for ticket updates. The options are "Email ON by Default", "Email ON Only", "Email OFF by Default", "Email OFF Only". These options are helpful if you want to ensure that email updates are sent the way you want them to be sent, and by whom.
Privacy Permissions: Similar to email permissions, you can define on a per technician basis what level of control they have on setting the privacy status for ticket updates. The options are "Private Updates Only", "Private Updates by Default", "Public Updates by Default", "Public Updates Only". These options are helpful if you want to ensure that email updates are sent the way you want them to be sent, and by whom.
Workflow Rules: The technician workflows rules have been updated to incorporate the email and privacy settings, allowing you to create rules the turn email notifications on and off and set update privacy to public or private based on the selections/entries in other fields. For example, if you have a specific customer that you always want to have the technician responses set to private you can create a rule for that.
Trigger Rules: Similar to the workflow rules, the trigger rules have been updated with the same options for controlling email notifications and privacy status. The difference with the trigger rules is that they are applied after the ticket is submitted to be saved, rather than updating the interface prior to editing a ticket. This allows you to have more control to ensure the settings get applied how you want, when you want.
Newsletter Options: Some additional options have been added the newsletter and customer mailer forms. The first set of options are the CC and BCC fields so you can copy others on your emails. Next is the Importance dropdown. You can flag a message as having Low, Normal or High importance so your emails get the attention they deserve. And finally the read receipt and tracking beacon features have been incorporated in the email forms, so you can track who has read your emails.
Other Minor Fixes and Enhancements: As always, we have also made many behind the scenes fixes and enhancements for little things that you many not even notice to improve functionality and performance.