Requestor 4.14 | New reports and integrations

New features

• Templates for answers – Previously, only an administrator could create and manage templates for answers (templates with ready-made texts that solvers can use to communicate with customers). Version 4.14 brings each solver the option of creating ready-made answers in their user profile and then sharing them with their colleagues. The RQ administrator continues to oversee and interfere with all views. Newly prepared answers support attachments, bulk actions, import / export from CSV. When inserting an answer into a request, it is possible to use the search and view both the most recently used answers and the most frequently used answers. We believe that these changes will significantly speed up the work of the request solver.
• Repetition of periodic automations – If an automation is set in the RQ that periodically searches (1 x per hour) requests and the conditions are met, the action is performed. The action on the request is always performed once, if the given conditions are met. It is now possible to set the repetition of the action (after specifying the time interval) even over requests where the action has already taken place in the past.
• “Operator Performance” System Report – The new report provides summary information on operator performance over time. It is possible to find out the numbers: retrieval from the queue, assignment, closing, reopening, changes of the solver, public comments, internal comments, e-mail replies, forwarding.
• “Operator Group Performance” System Report – The Operator Performance Report provides summary information about the performance of operator groups over a period of time. It is possible to find out the numbers: retrieval from the queue, assignment, closing, reopening, changes of the solver, public comments, internal comments, e-mail replies, forwarding.
• Google Disk (Drive) – Integration with the Google Disk cloud solution allows request handlers to browse files and folders on Google Disk directly in the Requestor environment and insert them along with the response in the request. The main advantages include that the files are not stored in Requestor, but are linked to Google Drive. This eliminates the need to upload files to Requestor and it is possible to conveniently share large files such as videos, etc., or use the possibility of collaboration on a single shared file.
• Dropbox – Integration with the Dropbox cloud solution allows request handlers to browse files and folders on Dropbox directly in the Requestor environment and insert them together with the response in the request. The main advantages include that the files are not stored in Requestor, but are linked to Dropbox. This eliminates the need to upload files to Requestor and it is possible to conveniently share large files such as videos, etc., or use the possibility of collaboration on a single shared file.
• OneDrive – Integration with the OneDrive cloud solution allows request handlers to browse files and folders on OneDrive directly in the Requestor environment and insert them along with the response in the request. The main advantages include that the files are not stored in Requestor, but are linked to OneDrive. This eliminates the need to upload files to Requestor and it is possible to conveniently share large files such as videos, etc., or use the possibility of collaboration on a single shared file.
• Multiple options for matching a response to an existing request from email communication – Currently, a new response to an existing request is paired if the request ID is specified in the subject of the email. It is also checked whether the sender of the response has access to the request (for example whether he is the solver, the submitter or is invited to the request, etc.). It is now possible to set for each incoming mailbox that a new response will be inserted to the existing request, if the ID is specified in the subject, then no further check is performed.
• Transfer of requests if the user is removed from the company – If the user is removed from the company for which he enters requests, a check is made to see if the requested user is not linked to requests. If so, a transfer of requests to another user from the company will be offered.
• Automatic creation of accounts in RQ from Azure AD – Automatic creation refers to the creation of users located from Azure AD in Requestor. In addition to creating user identities, Automatic Setup also includes maintaining and removing user identities when their states change etc.

Improvements

• Request labels can be specified as a condition in automation.
• Webhooks extension with the ability to send the content (body) of a request.
• Custom field companies can be used as conditions in views.
• Extension of CSV export in satisfaction evaluation.
• Extension of report conditions Closed – period.
• Redesigned OData for creating statistics.

Requestor API 

• Extended control options of the Products module.
• Extended control options of the Reports module (time records).
• Change of solver.
• Synchronization of users and companies with third party systems.
• The transfer of requests from user A to user B is available on the Requestor API.

Requestor Chat 

IP Blacklist – In each chat profile, the administrator can add a list of IP addresses on the blacklist. If the user accesses the page where the chat is located from the IP address, which is located on the blacklist, the chat will not be displayed.

Bug fixes

• Incorrect setting of the request solver in Automation.
• Could not open request that was linked to another request by a deleted user.
• Incorrect display of the custom field in the Customers / Companies module.
• Error message after changing the client in the request.
• Incorrect download of invalid “spam” emails.
• The New Request and New Comment notifications incorrectly contained an attachment.
• Error exporting requests to CSV.
• Error saving Azure AD configuration.
• Error creating copy of existing internal portal.
• Modify the chat module configuration in Chrome (break inactive bookmarks).
• Error creating new calendar.

We believe that the new features and improvements in version 4.14 will make using the Requestor helpdesk even more enjoyable. If you have any questions or requirements, do not hesitate to contact our technical support.