Announcements

New updates and improvements to DoneDone.

  1. Can Your Spam

    New Feature

    spam

    Let's face it. Whether it comes from a can or from your inbox, nobody likes spam. That's why we're excited to release spam control today. 🚀

    30

    Mark Mailbox Conversation as Spam

    I occasionally get submissions that aren't support related, but spam. It would be nice to be able to mark the message as spam, it gets deleted and any future messages from that email address get automatically marked as spam/deleted.

    Chris M
    Shipped

    0

    While your first line of defense comes from your email provider, you now have an extra layer of control directly from DoneDone.

    Read our help doc about spam control to help your team focus on genuine conversations and ignore the spam. 💯

  2. It's Friday and yet another popular request has just shipped! 🚀

    25

    Include Email Reply History in Mailbox Customer Emails

    Like normal emails, include the entire email reply history at the bottom of emails sent to Mailbox Customers

    Michael Sanders
    Shipped

    7

    Emails sent to mailbox customers now include a complete email history that look like any other vanilla email.

    This helps your customers quickly refresh their memories when keeping track of longer support exchanges. Your team in DoneDone still has complete access to the mailbox conversation along with its history of private comments and internal updates keeping everyone in sync. 👏

  3. More Ways to Auto-Respond 🤖

    Improvement
    Announcement

    We're not stopping with Kanban and wanted to get some nice mailbox improvements to everyone quickly.

    Want one auto-response for new mailbox conversations and another for replies? And you want different auto-responses altogether after office hours? Yes, you do! And now you have it!

    whoa

    Excited to let y'all know that we've just released two popular improvements to DoneDone mailbox auto-responders. 🚀

    21

    Autoresponder only when ticket initiated

    I'd like to set the autoresponder to only send on the initiation of a new ticket so they don't get responses like "Thanks for your ticket, we currently have a 48 hour response time" every time they reply to the team.

    Ryan M
    Shipped

    3

    6

    Separate autoreponders during office hours and outside of office hours.

    I'd like to have separate autoresponders for during office hours and outside of them so I can craft separate messages for each, keeping my customers up to date on my team's availability.

    Michael Sanders
    Shipped

    0

    Whether you're new to mailbox auto-responders or have been waiting for these updates, take a peek at our handy help doc to learn how to use them. 🙂

  4. Kanban and Better Lists

    New Feature
    Improvement
    Kanban and Lists@2x

    Kanban, Kanban, Kanban!

    Kanban has been a popular request and we're excited to finally share it with all of you!

    23

    Kanban View

    Ability to view task lists in kanban style to update status by sorting cards in status columns.

    Michael Sanders
    Shipped

    4

    It's now easier than ever to visualize your workflow and update the status of your tasks using a Kanban board. Just drag your task from one status to the next as it moves through your workflow. Switch between Kanban and lists at your leisure. Speaking of lists...

    Better lists for today and beyond 🚀

    As we were working through the new Kanban experience, we realized we needed to free up some screen real estate. We also saw this as an opportunity to make task and conversation lists a little more readable and ultimately a better use of space.

    Learn more about these updates in our latest blog post where we discuss what's changed and why.

    What's next? Take a look at our roadmap to see what we've already started working on!

  5. Happy Friday! Just wanted to leave y'all with a nice little release before the weekend begins. 🥳

    You can now use first name, last name and full names when creating Saved Replies and Auto-responses!

    15

    Create 'First Name' Variable for Saved Replies and Auto-Responses

    Instead of using the complete 'Customer Name' variable, I'd like to have a 'Customer First Name' variable as a less formal sound option.

    Michael Sanders
    Shipped

    1

  6. Hi, Folks! Wanted to share a few announcements with all of you. We're cranking away at some really cool stuff! ⚙️

    Kanban in Beta

    We released a beta edition of Kanban to our group of beta testers last week. We'll be reviewing the group's feedback and hope to share Kanban with the entire DoneDone community very soon.

    Lots of Improvements Coming

    While we're in beta with Kanban, we've also been working on a number of updates that many of you have requested. We'll be tackling improvements to autoresponders, spam management, agent collision detection and more.

    Here's the list o' stuff that recently entered development.

    15

    Create 'First Name' Variable for Saved Replies and Auto-Responses

    Instead of using the complete 'Customer Name' variable, I'd like to have a 'Customer First Name' variable as a less formal sound option.

    Michael Sanders
    Shipped

    1

    7

    Add Save Replies When Starting A New Conversation

    Sometimes we are the first ones who have to contact the leads, please add the "Save Replies" button to easily pick from the email templates.

    Ben
    In Development

    0

    6

    Separate autoreponders during office hours and outside of office hours.

    I'd like to have separate autoresponders for during office hours and outside of them so I can craft separate messages for each, keeping my customers up to date on my team's availability.

    Michael Sanders
    Shipped

    0

    21

    Autoresponder only when ticket initiated

    I'd like to set the autoresponder to only send on the initiation of a new ticket so they don't get responses like "Thanks for your ticket, we currently have a 48 hour response time" every time they reply to the team.

    Ryan M
    Shipped

    3

    17

    Team Member Collision Detection in Mailbox Conversations

    I'd like to know when/if another team member is reviewing a Mailbox Conversation so that team members don't accidentally reply to a customer at the same time.

    Michael Sanders
    In Development

    1

    30

    Mark Mailbox Conversation as Spam

    I occasionally get submissions that aren't support related, but spam. It would be nice to be able to mark the message as spam, it gets deleted and any future messages from that email address get automatically marked as spam/deleted.

    Chris M
    Shipped

    0

  7. Hi Folks! 👋

    We just shipped two updates that we think y'all will be happy about. The first is something many of you have inquired about. The second is an improvement that you never knew you wanted but we just knew that you did.

    6

    Change Workflows on Existing Projects and Mailboxes

    Currently once a project or mailbox has been created, its workflow cannot be changed in order to prevent status conflicts. Create an experience that allows users to map statuses from the current workflow to the new one when statuses may exist in one but not the other.

    Michael Sanders
    Shipped

    0

    In the past once you've created a project or mailbox, you weren't able to change its workflow.

    But why?! This was to avoid status conflicts where a given status existed in the current workflow but not in the new workflow.

    With this update, we've created an experience that allows you to easily map statuses from the old workflow to the new one. Now you can change workflows on any project or mailbox at any time, as long as you're an Admin or Owner.

    image

    Ready to change workflows? Have a look at our help doc to see how it's done.

    3

    Encourage Status Updates When Commenting & Replying

    Updating status is one of the most important updates one can make when commenting or replying. Too often, people can forget to update status or even assignee. We're updating the comment / reply experience to encourage status updates. We'll also be updating the UI when only two statuses are available next and present them as buttons to simplify the experience.

    Michael Sanders
    Shipped

    2

    Here's an update that you may have not known you wanted but you will once you see it in action. 🙂

    In our observations of our customers and even that of our own team, we realized that folks were frequently leaving a comment and then forgetting to update status when they really should have. After reviewing activity data, we discovered that status updates were the most common and also accidentally overlooked.

    People would leave a comment and then realize they should've updated status too. We thought we could encourage status updates with a few tweaks to the UI.

    You'll see that we've now ordered updates from left to right to make it more readable and emphasize the most important parts first. You'll easily see an item's current status, which statuses are available next and then be able to assign and prioritize it based on the comment or reply you're leaving. We even update the button label to describe the type of update you're making. Is it only a comment? Or is it a comment along with updates to status and assignee?

    Screen Shot 2021-08-10 at 4.21.47 PM

    What's even better is that when there are only two statuses available next, they're exposed as individual buttons to make it easier to update status and encourage folks to do so.

    Screen Shot 2021-08-10 at 4.22.56 PM