We know the ability to reach out to us and ask a question or report an issue is extremely important for you. But what about when nobody's available? Getting a reply the next day is okay, but we’d like to do better than just “okay”.
We used to work from 7 a.m. London time until 7 p.m. New York time. That’s pretty good for Europe, sort of okay for the U.S., and terrible if you are in Asia, Australia or New Zealand.
That's why I’m happy to announce our Support Team is now available for 24 hours on weekdays! You can reach us via live chat or email@example.com. By the way, I'm not talking about live chat bots, which are becoming popular these days. No, we are all humans, with all the pros and cons that entails.
So, we now start on Monday at 8 a.m. Melbourne time, and will be happy to chat with you until 7 p.m. on Friday, New York time. In fact, we've been doing this for about a month already – we just wanted to polish our internal process a bit before the big announcement.
We're still not working on weekends, but there's not that much activity around those times anyway, and you might want to get some rest on weekends too.
Please note that we're only talking about customer support here. In the unlikely event of some server issues or an account becoming unavailable, there is still an infrastructure engineer on duty 24/7, so we have you covered there.
We really love talking to you, fixing things, and sometimes breaking things together. We hope this will result in us having more conversations, and at moments that are more convenient for you. Don't let time hold you back!
It's been a while since we posted something new about Service Desk, and I am happy to share the latest changes with you.
Service Desk is now fully translated to 10 languages, all thanks to a number of awesome people who volunteered to contribute to the translation process. This is really impressive, as we did not have the chance to hire translation agencies for this feature. Such support from the community is really appreciated and makes us feel that maybe we did one or two things right.
The following languages are now available:
- Portuguese (Brazil)
There is a global, default language which be set at Service Desk options by an admin, but users can select the one they individually prefer in their personal settings. This will be useful if you have people working in different locations.
It's no secret that search functionality was rather... limited in Service Desk. Basically, it searched for the exact phrase you typed, and it was rather slow. We did this on purpose back then, since we planned on reusing the awesome new search engine being developed for Targetprocess. This engine is now available in Targetprocess, and you can already find it at our own instance of Service Desk. It will be available for all Service Desk users with our next release (v.3.12.3).
As you may know, you can embed a simple Widget into any page or application so that users can submit requests right from there, without using the full version of Service Desk. This is not something really new — it was already available in previous versions. However, it was not very convenient to configure it, as you would almost certainly need to consult our guide and form your Widget link by adding parameters manually. We simplified the process by allowing you to configure your Widget at Service Desk Settings:
Improvements in permissions
- Targetprocess administrators will now see private requests in Service Desk, as they would in Targetprocess.
- Request owners can see their own private requests even if they are not among requesters anymore.
- If you are a requester or the owner of a request, you can now see the request in the My Requests list, even if the project is not available in Service Desk. This will help companies who have one project for incoming support tickets, and then distribute requests to the appropriate project by Support Team. In fact, this was the only thing preventing us from deprecating the old Help Desk portal where such a scenario was both supported and critical for some customers.
- It is now much easier to find the My Requests list, which was previously hidden under the cogwheel icon.
- Targetprocess users will now see internal links to Targetprocess for requests and related items.
- We are no longer displaying states in groups (like Open, In Progress, Done) if the projects use only one process. In this case, you will now see your actual states.
- It is now more clear which request type is currently selected.
There were some other minor bug fixes and smaller improvements as well, such as the addition of my personal favorite black color theme.
We hope you like our Service Desk, and we'd really love to hear your thoughts and feedback.
Have a great weekend everyone!
I am glad to let you know we are working on language localization for our Service Desk. We know that some of your customers and users might not speak English, so now it will be more convenient for them to start using Service Desk – we're aware this was a blocker for some of you.
We have completed the background work to make localization possible. There will be a global default language for the whole application, but users will be able to pick their own language if they prefer something different.
The next phase is translation itself, and here is where it gets tricky. We don’t speak every language that we would like to add (or, at least not well enough). As you know, we are not charging for Service Desk, so it is not likely that we’ll be able to hire some translation agencies to do the job. This means we need your help if you want to see some particular language.
Luckily, there is not much text to be translated. Currently there are around 150 “lines”, and most of them are very short (e.g. “Log in” or “Add a request”). We are using Transifex, so the translation and approval process is easy and won’t require much effort from you. If all 150 lines are too much, you are welcome to translate as many as you can; even one line can make a difference. If the line was already translated by someone else, you can review it and leave a comment if you have another suggestion.
UPD: Here is the current status of the languages translation:
- German - 100%
- French - 100%
- Portuguese (Brazilian) - 100%
- Polish - 100%
- Dutch - 100%
- Italian - 100%
- Norwegian - 91%
- Spanish - 89%
If you need some other language and are ready to provide a translation, we will be happy to add it to the system.
If you are want to participate or have any questions, please contact me directly via firstname.lastname@example.org, and I’ll send you a meeting invite. Thanks everyone!
In the upcoming version of Targetprocess (v.3.11.4), there will be two changes related to comments: the long awaited “private” comments, and the ability to pin comments. These will only be available for Requests, and are mostly designed to improve the Service Desk experience.
We fully support openness, transparency and all that, but when dealing with requests from external users, you often have to exchange some internal comments with developers or fellow support folks. Previously, this was tricky because all comments were available to customers in Service Desk. Now you can mark the comment as private so that it stays hidden for requesters.
Don’t go too far though; other people with a Targetprocess license will still be able to see the comment in both Targetprocess and Service Desk, so please don’t upload photos from your last party, or something like that.
If you're doing Idea Management and have some popular ideas, you might get dozens of comments from both customers and your own team. No one likes scrolling through through text to see whether or when an idea is going to be implemented, so what will people often do? That's right, post another question. Now you can “pin” a comment to a Request to give it its own "Last Official Comment" section in Service Desk. This way, customers will see current status at a glance.