This week, we will be rolling out a Hoop.la update that focuses on some really nice enhancements for QuestionShark, our customer support module.
Let's review what's new:
1. Support Queue
The new Support Queue is accessible only by your support reps and allows them (and their managers) to easily triage all topics in the queue. You can easily filter the queue by product, topic type, status, assigned rep, and more.
2. Beefier Advanced Reporting Stats for Support Topics
If your plan has support for Advanced Reporting, you'll notice that you can now drill down deeply within your support topic stats. You can filter by product, type or assignment to derive statistics over the time period of your choice.
3. Topic Data Per Support Topic
We've always supported "topic data" by CSV download for regular forum topics, but now admins can also download this data for support topics.
4. 15-Minute Time Intervals For Events
This improvement is not related to QuestionShark. When creating calendar or chat events, you can choose times on 15-minute intervals (it was previously 30 minutes).
There are other minor improvements in this release, as well, which should be rolled out to everyone before the end of the week. Enjoy!