swDesk Notification Utility
swDesk is proud to release a new version of its popular CRM (Customer Relationship
Management) and Help Desk Software solution – swDesk Online
Support Suite. Utilizing extensive internal testing and valuable feedback from
hundreds of users, the swDesk development staff has worked hard to enhance and
optimize our software. Below is a list of major additions which have been implemented
in swDesk 2.1:
Notification Utility
Custom Fields
Improved Navigation
Enhanced Reports
Ticket Batching Options
Mass Mail
Debugging Options for Scheduled Scripts
Notification Utility
Many companies that utilize help desk software to offer online support to its
customers also maintain and operate multiple web properties. These companies
use multiple installations of swDesk to service customers of their individual
websites. This leads to technicians having to frequently reload the ticketing
modules in the swDesk Technician Area in order to read and respond to customer
tickets. This same dilemma is encountered in almost all known CRM and Help Desk
Software solutions available on the market.
swDesk’s Notification Utility solves this problem by creating a MS Windows
Application which runs in the system tray to periodically checks for tickets
and informs technicians via a small popup window.
However, this utility was not designed only for multiple swDesk installations.
swDesk Notification Utility also improve efficiency for multitasking customer
service technicians by allowing them to only open swDesk when they are informed
of new tickets or responses.
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Info
Custom Fields
The custom fields feature is a very important tool to help customize swDesk
to match your individual business needs. For example, if you own a hosting company,
it would be helpful for your customer to provide their customer ID, IP address
and FTP login when they submit a new ticket. This will allow your technicians
to process tickets faster. Your swDesk administrator is able to add custom fields,
both required and optional. The administrator may also enter captions for all
supported languages.
Improved Navigation
We have also implemented some user interface into the Administrative Area of
swDesk. Our goal was to let our customers work with swDesk in a more convenient
way. For example, a new “Previous / Next” buttons will let you to
browse records in edit mode. In this version, the view (such as the list of
tickets, technicians, etc) remembers your location and when you click Edit and
Update some records, it automatically returns you to your previous location.
Enhanced Reports
For version 2.1, the reporting module of swDesk has been completely rewritten.
The report generation process has been simplified, allowing you to generate
a variety of useful reports based on specified criteria. The rewritten reporting
modules will also allow for custom reports in our next version release.
Ticket Batching Options
The Tickets Management module now has added options which allow you to perform
specific actions on a group of tickets. Such actions include Close Tickets,
Remove Tickets, Lock/Unlock Tickets, Assign to Me, etc). The Remove
Ticket option is disabled for technicians by default. Only an administrator
may set permissions to allow technicians to remove tickets.
Mass Mail
This feature allows you to send emails to your registered users in swDesk.
This can be useful if you would like to broadcast an announcement or inform
all customers of any major events in your company. The Mass Mail
module also allows you to perform a test by sending an email to a specified
email address.
Debugging Options for Scheduled Scripts
In version 2.1 of swDesk, each script running as a scheduled task (scheduled
scripts are located in: swdesk_dir/admin/stasks/) will log the execution
report to the swDesk System Events area. You may view reports by opening “Administrative
Tools / Event Viewer” in the Administrator area.
A helpful debugging option has been added to the “Auto-Email Parser”
script. This option allows you to view the process of ticket retrievals from
POP3/IMAP mailboxes into the swDesk database. To use this debugging feature,
run the “Auto-Email Parser” script from your web browser using debug=1
parameter.
For example: www.example.com/swdesk_dir/admin/stasks/get_tickets_from_mbox.php?debug=1
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