New Version Release - Oct. 29, 2009.

Version 3.0 has a variety of new features that are described in this KB article.
http://www.helpconnection.net/support/HCBase/view.aspx?ID=676 


Most noteworthy are...

Twitter Capture

Now you can search Twitter and capture tweets as tickets... from the HelpConnection.net admin area!  Perfect for proactive customer service and marketing opportunities. And this way you can use the ticket as a reference to a longer response than just 140 characters! (Link to the ticket in your tweet.) 

You can tweet directly from a ticket, or when reading someone else's tweet, all from the HC.net admin area.
[ Try Twitter Functions ]

Smart Search

Superior search capabilities. Smart search enables HC admin to have control over which common keywords should be ignored during both public and admin side searches. 

Example: If a question is "Trouble with Refrigerator", the search will not include results that simply contain the words trouble or with.  (These are default common word exclusions.)  Instead, you will be presented with a list of knowledge base articles that contain the word refrigerator.

[ Try User Search ]     [ Try Ticket Submission ]     [ Try Admin Search ]

Task Management

Now, new tasks can be added from the issue update screen. If you have the security access, you can add tasks for other admin agents also! You can also append information to one of your existing tasks.

A URL for the original ticket will be added to the task by default, for your reference.

[ Add Task from Issue Update Screen. ]