We are super excited to announce the release of JV-HelpDesk 2.3 version today. All the new features are introduced in the Business Edition of JV-HelpDesk. Here is a short summary of significant and interesting features introduced:
Also called Discussions, these are tickets that can be viewed by all registered users and staff members. Nevertheless, only the user who has opened the ticket and the staff member assigned to the ticket can only edit it and add replies to it, and others can only view them. This feature is typically used when the ticket has generic information or question or bug and does not have sensitive or private information in it. As public tickets can be viewed by all, they serve as a virtual read only forum in your Help Desk system.
Like Ticket Replies:
It enables anyone to like specific replies in the ticket. This feature can be used by users to appreciate the content of a reply and indicate the same to others.
This feature is only applicable for public tickets. It enables anyone to subscribe to a ticket and receive email notifications whenever a reply is added to the ticket. This feature can be used by users who have the same question as the ticket itself and are interested in knowing what is happening in that ticket.
This feature is only applicable for public tickets. It enables anyone to upvote or vote for a ticket. This feature can be used by users who have the same question as the ticket itself or when they want to indicate that they have the same problem or are interested in the ticket. The staff members and others will know the number of users who have upvoted and can decide the course of action appropriately.
Private Notes in Tickets:
Notes is a type of reply in JV-HelpDesk. Notes can be created only by staff members and are used for recording internal notes about the ticket or about the author of the ticket or about anything related to the ticket. Notes cannot be shared and are not visible to anyone except to staff member who created it.
First Response Time:
First Response Time as the name suggests, is the time taken for the first response by the staff member to a ticket. This is recorded in minutes and can be monitored via graphs in back-end by month in minutes or hours.
Export Tickets to HTML:
This feature is in back-end using which administrator can export tickets (with or without filters) in HTML format which can be viewed offline in meetings or for review.
Limit Simultaneous Open Ticket Count:
With this feature, you can restrict the number of tickets that can be opened by a user and remain open at any given point of time. This is a useful feature that makes sure that a single or a handful of users do not generate tons of tickets in your system.
We hope you like the new features introduced in the business edition of JV-HelpDesk 2.3 version. Looking for your feedback on this version in the comments section.