Note this release actually didn't go live until 11/5 in the hosted environment but includes a number of bug fixes and new capabilities including:

  • Ability to export reports as CSV
  • New reporting metrics for SLAs
  • Addition of several new reports
  • API endpoints for key-value attributes
  • Added the ability to unassign agents from single or bulk tickets
  • Added a time to first reply strategy to the SLA feature
  • Agents are now prevented from editing other agents or admins

Product Team

Recently

Helpy 2.0 Release



Throughout the history of Helpy, we have received an enormous amount of feedback from customers and users, both good and bad.  This release is our biggest yet and includes a re-imagined UI, and a lot of awesome new features:In app and browser notificationsTwo options for creating tickets@mentionsTicket followersNew UI/LayoutReal time UIRefreshed Admin UINew Helpcenter theme: SingularHTML suppor... Continue

Scott Miller
- 1 min read

GDPR! New Terms, Privacy Policy and Features

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As I wrote a couple weeks ago, we have been busy preparing for May 25th, and here are the latest sound bytes so you know what we've done:Updated Terms and Privacy Policy:  We have released updated Terms of Service and a new Privacy policy to provide increased transparency into how we are using your personal data, cookies, how we share with third parties, and all that good stuff.  You don't have... Continue

Scott Miller
- 2 min read

GDPR is coming… Here is what Helpy is doing to be compliant.

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You have almost certainly heard of the new privacy law called the General Data Protection Regulation (GDPR).  This breakthrough new set of laws and rules will alter the way any business with EU customers treats data.  That probably includes you, and definitely includes Helpy! We have planned a number of new features to ensure that you have the tools you need to be in compliance by May 25th. ... Continue

Scott Miller
- 3 min read

Want to make more money? Offering great support can help.

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In the software business, we have always *thought* that offering great support is good for business.  We all know that support can reduce customer churn or attrition- potentially saving a business a huge amount of money in the long run.  Furthermore, happy customers become a street force of evangelists who help spread the word and drive adoption of our products and services.For SAAS businesses,... Continue

Scott Miller
- 3 min read

February Product Updates

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February was a busy month for us, and we have some great new features to show for it!  All hosted customers can now begin using the following new features:Importing and Exporting Importing and Exporting data have always been possible in Helpy using our open API.  New in February is the ability to import and export tickets, users and knowledge base documentation using CSV files.  This gives non ... Continue

Scott Miller
- 1 min read
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This is the official blog of Helpy, the open source helpdesk platform.