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New updates and improvements to DoneDone

  1. Mobile Announcement Post

    If you missed DoneDone's original announcement, we have great news!

    DoneDone's new mobile app is now available on iOS and Android. Now you can keep track of support tickets and tasks from anywhere, whether you're on a coffee break or decided to work-from-pool.

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    Mobile - ios & android

    In addition to the responsive web app, android and ios versions of DoneDone

    Michael Sanders
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    We know that our customers are constantly on the go and this new app will help you stay on top of your work, even when you're away from your desk. So go ahead and download the app today!

    📲 Download on the App Store for iOS users

    📲 Get it on Google Play for Android devices

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  2. We're happy to announce that we've released three new updates: auto-refreshing, customer name editing, and filtering by ticket number.

    First, DoneDone will now auto-refresh so you'll never have to refresh your browser again. This means that any new tasks or conversations will automatically update in the app.

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    Page Auto-refreshes

    Currently lists and detail pages only refresh when clicking to another page. I'd like lists and detail pages to automatically refresh when an update is made instead.

    Michael Sanders
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    Second, Admins and Owners can now update a customer's name directly from their customer conversations.

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    Edit customer name

    Can we edit the customer name instead of just the email address from the ticket view?

    Ryan M
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    Finally, you can now filter by ticket # in addition to its title from any ticket list. We hope you enjoy these updates!

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    Search by ticket # in the "Filter by title..." input box

    Currently, you can search by #XXX in the global search but not in the "Filter by title..." option in the mailbox/project or task/conversation lists. You should be able to.

    Ka Wai Cheung
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  3. New release: faster, tidier navigation and more

    New Feature
    Improvement
    Announcement

    Need to be able to navigate quickly through your projects? We've been working hard on a new release to address this and we hope you love it! 🚀

    Now, you'll be able to move around your mailboxes and projects with ease and find the information you need when you need it. Watch this video to see our creator-in-chief, Ka Wai Cheung, walk you through these updates.

    A consistent breadcrumb

    You're already familiar with the breadcrumb on mailbox and project listing pages. We've now extended the breadcrumb on task and conversation tickets too. This makes it easier to see where you've come from and easier to get to where you want to go.

    Once on a detail page, you can quickly switch between projects & mailboxes, filters, and tickets with ease. 🙌

    Cleaner ticket overview

    Screen Shot 2022-02-16 at 10.00.33 AM

    The ticket overview has been streamlined to make it easier to read. All the most important pieces of ticket info remain - title, assignee, priority, status, and due date.

    We've also consolidated next, previous, and back controls to make it easier to step through tickets in your list. You'll find these controls conveniently anchored in the upper left of your ticket.

    Improvements from our roadmap

    We've also fit in a few improvements that were logged to our roadmap from customers just like you. You can now edit incoming conversations and replies. And things are sticky when they should be. 🙂

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    Edit incoming replies from customers

    Currently, you cannot edit the text of a reply from a customer. However, sometimes due to the nature of the plain text version of the incoming email, the formatting is off, or the reply includes the entire thread, etc. Allowing admins to edit a reply would be a great way to tidy up conversations.

    Ka Wai Cheung
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    Make the Back arrow in a task or conversation sticky

    Having to scroll back up to the top of a task just to click the back arrow is cumbersome. That arrow is just crying out to be made sticky, so you can go back as soon as you've finished writing at the bottom of the page.

    Eoin
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  4. Managing customer support and client emails is hard.

    Your team spends a lot of time replying to customers and keeping track of all the requests, issues, and bugs that come in. You need a better way to quickly create tasks from support emails and know when things are done or if anything falls through the cracks.

    DoneDone linked tasks already makes it easy for your team to create tasks directly from emails sent to your DoneDone Mailbox.

    With this release, you can quickly create linked tasks directly from comments or replies too. This saves time when new ideas pop up from ongoing back and forth with your customers, clients, and your own team.

    Watch the video above to see this feature in action along with a number of other improvements:

    • View the original source email for replies.
    • Design tweaks to improve the readability of file attachments, CCs and other notifications on incoming emails and replies.

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  5. Always Visible Text Formatting

    Improvement
    Announcement

    When you were working with very long comments in the past, you'd eventually lose sight of the text formatting controls as you scrolled. That wasn't a great experience.

    Starting today, text controls are always at your fingertips regardless of how long your content is. 👏

    Visible RTE

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  6. Before we all break for the holidays, we wanted to share a few more improvements with all of you.

    Many of you have wanted to use saved replies not just for replies but when creating new conversations too. Well, now you can! 👏

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    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
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    You'll now see the saved reply dropdown when creating new conversations. If you use a customer variable for a customer who's not in DoneDone yet, you'll be asked to provide their information. Fill it in and send it out. 💥

    We're also including another nice improvement with this release - the ability to use reference numbers in your email signature. Now your team can sign-off all conversations with a reference number to keep customers in the the loop.

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    Add Reference Number as a Variable in Email Signatures

    'Add Reference Number' is already available for the 'Auto-Responder' - it would be most useful to have this also available as a dynamic variable for 'Email Signature' This would allow the user to easily and automatically show the customer the reference ID for the conversation at hand. Example; Regards, {ReplierName} Ticket # {ReferenceNumber} ACME Inc, LLC

    Angus H
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    That's it for now. And don't forget. Mobile is coming... 🎄📲

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  7. Got another nice improvement for everyone! And this one's been pretty popular. 🙂

    In the past, it wasn't possible to move a task to another project when its workflow was not the same. This was to prevent the possibility of having a status conflict when moving to a different workflow.

    This was also a pain. 🤦‍♂️

    The good news is that now you can move any task to any project you want! And the same is true of conversations and mailboxes.

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    Move tasks & convos between projects & mailboxes with different workflows

    Now that you can change workflows and existing projects, a similar experience can be used to allow you to move tasks between projects with different workflows.

    Michael Sanders
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    Want to give it a try? I'm sure you do. Take a gander at our help doc to see how to move tasks to any project of your choosing. 💯

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  8. 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. 🚀

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    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
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    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. 💯

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

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    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
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    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. 👏

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  10. 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. 🚀

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    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
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    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
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    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. 🙂

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