Hi, Folks! Wanted to share a few announcements with all of you. We're cranking away at some really cool stuff! ⚙️
Kanban in Beta
We released a beta edition of Kanban to our group of beta testers last week. We'll be reviewing the group's feedback and hope to share Kanban with the entire DoneDone community very soon.
Lots of Improvements Coming
While we're in beta with Kanban, we've also been working on a number of updates that many of you have requested. We'll be tackling improvements to autoresponders, spam management, agent collision detection and more.
Here's the list o' stuff that recently entered development.
Create 'First Name' Variable for Saved Replies and Auto-Responses
Instead of using the complete 'Customer Name' variable, I'd like to have a 'Customer First Name' variable as a less formal sound option.
Add Save Replies When Starting A New Conversation
Sometimes we are the first ones who have to contact the leads, please add the "Save Replies" button to easily pick from the email templates.
Separate autoreponders during office hours and outside of office hours.
I'd like to have separate autoresponders for during office hours and outside of them so I can craft separate messages for each, keeping my customers up to date on my team's availability.
Autoresponder only when ticket initiated
I'd like to set the autoresponder to only send on the initiation of a new ticket so they don't get responses like "Thanks for your ticket, we currently have a 48 hour response time" every time they reply to the team.
Team Member Collision Detection in Mailbox Conversations
I'd like to know when/if another team member is reviewing a Mailbox Conversation so that team members don't accidentally reply to a customer at the same time.
Mark Mailbox Conversation as Spam
I occasionally get submissions that aren't support related, but spam. It would be nice to be able to mark the message as spam, it gets deleted and any future messages from that email address get automatically marked as spam/deleted.