UseResponse

UseResponse is an unique tool, a PHP & MySQL script developed to help business owners answer the needs of their clients using a Web-based application.

Customers can register, ask questions, answer existing questions, report bugs, consult the FAQ section, talk to support, subscribe to newsletters, and make feature requests.

UseResponse can also act as a community builder, letting users interact with each other, if no company activity or product that needs support is involved.

The application is available under a dual licensing model. Being available for free with a limited features set, and under a commercial license, with access to extra content.

What is new in this release:

• New Features:
• Internal notes for agents that replace reminders;
• Clean system logs: added setting in administration area;
• New feedback filter: trending topics;
• Several widget profiles: now you can use different settings of widgets at the same time for various integrations;
• New Roles architecture: made more straightforward agents role;
• Convert topic - ticket and vice versa;
• Export all or selected users.
• Ability to print topics, announcements, tickets, articles with print-friendly formatting.
• Added "Online Users" box;
• Merge tickets to combine similar private requests submitted by users from one company.
• Improvements:
• Reports: show sources of all requests;
• WYSIWYG: added label style for better formatting;
• Mobile UI: added support to display custom fields;
• Mobile UI: improved the process of adding feedback/ticket with implementing search in community;
• Improved archiving of topics: now thanks are not automatically put in archive even if the setting is switched on;
• Help Desk: source field is moved to conditions area;
• Properties: now author on announcements page can be hidden;
• Canned Responses: now there is an option to add canned response to be used for all agents;
• Improved mailing log with filters, grouping;
• Replaced main knowledge base page with tiles widget and extra options for Knowledge Base widget on home screen.
• Added filters in topics widget on home screen.

What is new in version 3.4:

• New Features:
• Internal notes for agents that replace reminders;
• Clean system logs: added setting in administration area;
• New feedback filter: trending topics;
• Several widget profiles: now you can use different settings of widgets at the same time for various integrations;
• New Roles architecture: made more straightforward agents role;
• Convert topic - ticket and vice versa;
• Export all or selected users.
• Ability to print topics, announcements, tickets, articles with print-friendly formatting.
• Added "Online Users" box;
• Merge tickets to combine similar private requests submitted by users from one company.
• Improvements:
• Reports: show sources of all requests;
• WYSIWYG: added label style for better formatting;
• Mobile UI: added support to display custom fields;
• Mobile UI: improved the process of adding feedback/ticket with implementing search in community;
• Improved archiving of topics: now thanks are not automatically put in archive even if the setting is switched on;
• Help Desk: source field is moved to conditions area;
• Properties: now author on announcements page can be hidden;
• Canned Responses: now there is an option to add canned response to be used for all agents;
• Improved mailing log with filters, grouping;
• Replaced main knowledge base page with tiles widget and extra options for Knowledge Base widget on home screen.
• Added filters in topics widget on home screen.

What is new in version 3.3.1:

• New Features:
• Internal notes for agents that replace reminders;
• Clean system logs: added setting in administration area;
• New feedback filter: trending topics;
• Several widget profiles: now you can use different settings of widgets at the same time for various integrations;
• New Roles architecture: made more straightforward agents role;
• Convert topic - ticket and vice versa;
• Export all or selected users.
• Ability to print topics, announcements, tickets, articles with print-friendly formatting.
• Added "Online Users" box;
• Merge tickets to combine similar private requests submitted by users from one company.
• Improvements:
• Reports: show sources of all requests;
• WYSIWYG: added label style for better formatting;
• Mobile UI: added support to display custom fields;
• Mobile UI: improved the process of adding feedback/ticket with implementing search in community;
• Improved archiving of topics: now thanks are not automatically put in archive even if the setting is switched on;
• Help Desk: source field is moved to conditions area;
• Properties: now author on announcements page can be hidden;
• Canned Responses: now there is an option to add canned response to be used for all agents;
• Improved mailing log with filters, grouping;
• Replaced main knowledge base page with tiles widget and extra options for Knowledge Base widget on home screen.
• Added filters in topics widget on home screen.

What is new in version 3.2.1:

• Improvements:
• Help Desk: Improved matching subject and reply to emails;
• Compatibility with IE browsers;
• Help Desk: option to send email notification on tickets using "From Name" of user or system default;
• Mobile UI: added option to use canned responses + small improvements;
• Adds hidden object IDs in email notifications to keep the email thread on replies.
• Bug Fixes:
• Fixed attachments in ticket emails;
• Users couldn't download attachments if they were in sharing list but not registered;
• Fixed some browser caching issues with "Login As", top bar, IE;
• When community is closed, users couldn't login with SSO;
• Sometimes comments were added without author.

What is new in version 3.1.4:

• Tweaks:
• Help Desk: improved parsing "reply to comments" and "new objects" via email;
• Improved WYSYWIG for Knowledge Base and Announcements;
• Improved Search by Articles;
• Bug Fixes:
• Fixed problem when access keys were not sent in email notifications on ticket comments;
• If there were no contributors, users page opened with crash report;
• API: guest user could get private categories using guess api requests;
• Attachments could be deleted accidentally by users without management permissions.

What is new in version 3.1.1:

• Mobile Interface: multi-edit options on topics/tickets page;
• SEO: added valid page title display for different types of topics. Added 404 error on required routes. Added meta-description to topics;
• Single Sign-On: integrated LDAP login form on desktop and mobile interfaces;
• If negative votes option is switched on, users can vote for this only on full topic page;
• Reports: export to CSV and Excel is done with description field of the object;
• Added quick access to topics and tickets in user navigation;
• 10 + Minor improvements on mobile interface and extra tweaks with events for development of modules.

What is new in version 3.1:

• New and improved system core. Old modules won't work in new system;
• Ticketing system in Help Desk module that allows you to add tickets via email, post replies via email to tickets and topics;
• Improved Knowledge Base with articles and FAQs;
• Home Screen Customization with Home Screen Widgets managed in Administration area;
• Improved user interface;
• Agents bar that is available only for support agents and administrators;
• New Reports section that allows to filter any field in object and save reports;
• Improved managements of topics and tickets with multi-action option on lists and ticket/topic page;
• Dashboard: now agents will see all topics and tickets they should have pay attention on one page - customized;
• New Widgets to place on any page of website - BETA;

What is new in version 2.3.9:

• Tweaks & Improvements:
• Optimized queries in filtering on user profile page.
• Bug Fixes:
• Names with special characters and Cyrillic names sometimes didn't work while registration;
• Fixed bug when magic_quotes parameter(s) affected system;
• Moderation: wrong emails were sent when topic was accepted or rejected;
• Fixed CSS bug in polls results on home page.