We're excited to announce the release of several new add-ons on the marketplace. Find out more details about these add-ons below and install them from the Add-ons section in your operator panel (requires running 5.4.0).
Leveraging advanced AI capabilities, the AI Assistant plugin learns from your historical tickets, websites, self-service articles, and canned responses to generate suggested replies to tickets. With these suggestions, your team can confidently and quickly navigate both familiar and unfamiliar tickets, greatly improving their workflow.
But that's not all! The AI Assistant also offers ticket summaries, making it easier to grasp the essence of lengthy or complex tickets at a glance. Additionally, when composing responses, the AI Assistant can enhance your messages with improved spelling, grammar, and even tone adjustments, ensuring every reply is polished and professional.
The AI Assistant has been designed to be conversational, where each new question and answer serves as additional context to the AI Assistant. That allows you to fine-tune what you're asking, such as translating the suggested response, or even asking something completely different.
Join the free* beta today and transform your customer support! 🚀✨
* Paid subscription required after the beta program, pricing not yet determined.
The Department Tree plugin offers a different way of visualising your ticket distribution - by displaying them in a hierarchical view of your brands, departments, and statuses. Each level of the hierarchy displays a ticket count, allowing you to quickly assess workload and areas requiring attention. The plugin requires a paid subscription.
Seamlessly integrate SupportPal with Duo Security. Duo Security offers a robust layer of security with its diverse range of 2FA methods including push notifications, SMS, and phone callbacks. Gain better control over access and fortify your operator panel against unauthorised logins with the Duo Security plugin - a vital addition for any security-conscious organisation. The plugin requires a paid subscription.
Blind carbon copy every outgoing email to your chosen email address - useful for archiving purposes. The plugin is free to use.
The Email Blacklist plugin allows you to create a list of email addresses that should never receive emails from your support system. By preventing communications with unwanted or spammy email addresses, the Email Blacklist plugin helps you avoid frustrating bounce back loops and ensures your team focuses on genuine customer inquiries. The plugin is free to use.
The Lock Tickets plugin automatically locks tickets after a specified period of inactivity. Once locked, users must open a new ticket for any further correspondence. This helps to prevent confusion, cluttered conversations and provides a clearer historical record. The plugin is free to use.
The WHMCS Information plugin has been redesigned with a focus on performance. Previously, requests to the WHMCS API were handled synchronously which negatively affected SupportPal's page load times. The updated version optimises these requests by utilising background jobs, leveraging caching, and incorporating asynchronous loading techniques.
