The Beetil Blog
New Reporting Conditions: Responded & Responded Date
December 15th, 2011 by Luke
We’ve recently added a couple of new Incident Reporting conditions which will undoubtedly prove to be very handy for a lot of our users – Responded and Responded Date. Beetil currently considers an incident to be officially responded to when the first customer viewable comment is made by a user. With this in mind you can now [...]
Improvements to Email Integration
December 11th, 2011 by Luke
We’ve addressed issues with Beetil’s Email Integration to reduce confusion in the cases where inbound emails are rejected by Beetil. Instead of sending emails straight back to the sender, account administrators can nominate an email address to receive the bounce-back emails. We’ve also improved the content of the bounce-back emails to try and help people determine [...]
Beetil Tags
December 11th, 2011 by Luke
As part of our latest release we’ve made some slight cosmetic changes to the right hand side of Beetil forms and added the ability to tag beetils (i.e. incidents, problems, changes, etc.). When you want to add a tag you’ll see an auto-complete dropdown suggesting tags that have already been used within the current service. [...]
Tweaks to Customer Satisfaction
December 9th, 2011 by Luke
We’ve made a few recent changes to Customer Satisfaction giving you more control over sending the follow-up email and sending the satisfaction email automatically on a per service basis. We’ve also added a new satisfaction report. On resolved and closed incidents you’ll see the option to choose whether to send the customer satisfaction follow-up email. [...]
Thanks to our survey participants!
November 9th, 2011 by Kathryn
This is a huge thank you to our customers and trialees for spending some of their valuable time to fill in our recent survey. You’re the greatest! Beetil is a customer driven product and it’s of huge benefit to us to know that we’re making a positive difference to your business. We love to know [...]
Easier access to customer information
October 14th, 2011 by Luke
Moving the customer information to the right-hand side of the application and giving it a prominent orange heading is the most noticeable feature of this latest Beetil release. In addition there have been a handful of cosmetic improvements – particularly around the creation of new incidents, problems, changes, etc. and the right-hand side of the [...]
LiveChat Integration
October 14th, 2011 by Luke
Beetil now integrates with LiveChat! You can now insert the transcripts of chats you’ve had with your customers into any of the note fields of an incident. LiveChat (www.livechatinc.com) is a feature rich, multi-platform real-time chat application that allows you to engage with users that visit your site, allowing your visitors to chat directly in real [...]
Customer and User Satisfaction Ratings
September 2nd, 2011 by Luke
We’ve been busy once again at Beetil HQ. We’ve introduced the ability for customers and users to log feedback against an incident (or other beetil type) after it has been closed. Feedback is given in the form of a satisfaction rating (excellent through to poor) and an optional comment. The idea behind this is to give [...]
Stop the clock and non-working days!
August 17th, 2011 by Luke
We’ve released a couple of new features that should make it easier to properly reflect how you’re going with service level agreements (SLAs): Stop the clock; and non-working days. What is stop the clock and how does it work? Stop the clock effectively allows you to “pause” your service level agreements. Most commonly you [...]
Avoid Confusion and Duplication with the Beetil Update Notifier
August 1st, 2011 by Luke
Have you ever been working on something within Beetil just to find when you hit save or reload the page you’ve missed out on half the discussion? Or find that someone has already fixed an incident? Or closed a change? We’ve fallen victim to these situations more than a handful of times ourselves – [...]