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The Blog is a storehouse of support guru best practices, infographics, and social media strategies that you can use to perfect your brand of hero-quality customer service.

Posts Categorized: Product Updates

Introducing Postmark: A Better Way to get Email into Your Support Inbox

Did you know that recently partnered with Postmark in order to make it even easier for you to email your customers? Postmark has applied years of experience in getting email to the inbox to give customers a better solution. They’ve removed the headaches of delivering and receiving transactional email for web applications with minimal… Read more »

Announcing Next Generation Business Insights for

At, we have always believed in providing our customers with cutting edge, industry leading functionality – from an out-of-the-box setup, to an intuitive superfast agent interface.  Today, we are excited to announce New Business Insights,’s next generation Reporting and Analytics. is the only customer service application on the market today to offer… Read more »

Self-Service, Simplified: Introducing Multi-Brand Support

Here at, we believe that the happiest customers are those that can help themselves by finding their own answers. So we strive to make it easy for you to provide each customer with an outstanding self-service experience with your company, product, and or brand. Now, we’ve made it even easier by allowing companies to… Read more »

Faster Support on the Go: Introducing Reply by Email is proud to introduce  Reply by Email, a new feature which enables you to provide incredibly fast responses to customers simply by replying to any Case Notification email.   In today’s age of constant connectivity and instant solutions, customers expect support anytime, anywhere. That’s why we’ve made it easier than ever for support agents… Read more »

Change Customer is Here!

We rely on you – our customers – for feedback on making our product better, faster, and easier to use. We’ve been hearing you tell us how important it is for you to be able to change the customer associated with a case. Cases are forwarded in, or sent from an incorrect e-mail address, or… Read more »

New! Notification Template Design

There’s lots of awesome, exciting stuff coming up in the pipeline – and we want to let you know about each piece as it comes out! Our latest release includes a beautiful new layout of the default Notification Template used to notify your agents when a case is assigned to them. Check it out!… Read more »

Macros Just got Even Better!

As a customer requesting support, you want an answer as fast as possible. So, when providing customer support, you want to be able to respond to cases in the most efficient way possible. The answer isn’t always simple, but delivering that answer should be! We know our customers love Macros as a great time-saver for… Read more »

Cool New Features for Easier Reporting!

We know how important your data is to you – the better your data, the better decisions you can make about your business. Providing our customers with better reporting that helps you identify opportunities for improvement for your product or service is a top priority for the team here at So, we want to… Read more »

Introducing the API V2!

We’re excited to announce our new API v2! With over 1,500 developers using our API, we’ve incorporated your feedback and updated our interface to make it more in-line with the most commonly asked-for requirements. Now, you can: Create notes on a case Create, update, and list companies Create reports Access meta data for custom… Read more »

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