A community for leaders on the Imzy platform.
Improved Helpdesk Setup
The help desk communication system is rather basic. Could we add the same tools a normal message has? For example being able to attach an image could be massive!

The help desk communication system is rather basic. Could we add the same tools a normal message has? For example being able to attach an image could be massive!
This is a good idea!
Do folks have other improvements to the helpdesk that they would like to see?
It's kinda tough because most communities haven't used their helpdesks a whole lot yet, so they haven't really gotten a feel for what feels right and what feels clunky. Or at least I don't think I've fully gotten a feel for it, like I might on a public site.
At the very least I think the platform should be consistent across the board. So anywhere you can write something it should have the same tools. Just my two cents.
Here's another annoying thing: I wish the notification icon would change so that I knew there wasn't something new in the dashboard. Possibly a Red circle with the # of new help desk topics ( & etc.) and maybe a blue circle with just the open help desk threads. I keep seeing the Red circle and think there is something to do, but I am just waiting on the user to reply.
Ah I didn't think about that notification thing. I always just close a ticket after I reply, because if the user replies, it automatically reopens.
Thank you, I can see how that isn't super intuitive.
Ahh I didn't know it worked that way. I work in IT and have used a similar system with some of our software providers and "closing a ticket" archives it and you must open a new one.
Good to know, thank you! I'm mostly used to Intercom these days, which reopens stuff if the user responds. But yeah I think this has been confusing to other leaders before.
We'll take a look!
You can use markdown in the Helpdesk system, it was mostly an issue of the full editor didn't fit well in the space.
So just use the same mark down as we do with normal messaging then? Also maybe just do what you do with comments, display the editor as just the Aa button where you have to click on it to show it.
Yep, I think originally there wasn't markdown support there but we added it in.
Awesome, thanks!