Attachments Plus
The app helps you to quickly view all attachments and links of the ticket. It consists of the three tabs (Images, Files, Links), the search field and sorting filters. The search and sorting filters work throughout all the three tabs, so it easy to find necessary file or link. On the Images tab, you'll see previews of all images that have been added to the ticket. You can click on any preview to open a pop-up and see a larger image. On the Files tab, you'll find a list of non-image attachments. If you click on a file name, the file will be downloaded immediately. The Links tab displays a list of all links mentioned in the ticket. You can click on a link to open it in a new window. Easy to use and download attachments Sort images, files, and link by date added, name, and author's name Search attachments by name Preview and download images in a pop-up window Uses icons to visualize file type Free while in beta
Lightning Macros
Add text fields, integers, decimals, dropdown lists, and more to your macros! Increase productivity, reduce errors. When an agent applies a Lightning Macro to a ticket, they’re automatically prompted with a form that enables them to quickly customize only the parts of the macro you specify (see screenshots). By using the tab key, they can quickly complete the form without ever using their mouse. Add validation logic to your fields to eliminate errors! See 'How to Install' for your 14 day free trial. For more information visit: http://www.lightningmacros.com Example Let's say you’ve created a macro to quickly respond to your customers that have received their order later than promised. Most of the text in your macro is standardized but you need to customize their name, the discount you’re providing them and the refund amount they should expect on their credit card statement. Hi [INSERT CUSTOMER NAME HERE], We’re so sorry you received your Acme Sprocket later than we promised. To make this right, we’re going to give you a [INSERT DISCOUNT AMOUNT HERE]% discount. You should see a refund on your bank statement for [INSERT REFUND AMOUNT HERE] in 3-5 business days. [INSERT SOME PERSONALIZED TEXT HERE] Sincerely, {{current_user.name}} While this works, it is less than ideal for two primary reasons: Speed. To add customized text, the agent must drag their mouse over the parts they would like to change. In just this simple example, the agent must move their mouse, drag over text, and then type up to 6 times. This is extremely time consuming. Accuracy. The customized text isn’t validated, so it’s too easy for your agents to accidentally add something like “we’re going to give you a 1000% discount.” Using macros this way is error-prone! Wouldn’t it be great if your agents could easily add customized text without moving their mouse at all? And wouldn’t it be super sweet if macros validated custom text, preventing confusing and embarrassing typos? We agree—that’s why we created Lightning Macros. With just a few tweaks to your existing macros, whenever an agent applies a macro, they’re immediately prompted with a validated entry form that they can complete quickly by pressing the tab key. Field Types Textbox: A short line of text. Examples: name, apartment number, product name, etc. Memo: Multiple lines of text. Examples: address, product description, personalized message, etc. Integer: An integer. Define minimum and maximum values. Examples: quantity, age, discount amount, SKU number, etc. Decimal: A decimal. Define minimum and maximum values. Examples: dollar amount, precise discount amount, etc. Dropdown List: A pre-defined list of options. Examples: color, subscription type, membership level, category, etc. Optional Text: An optional block of text. Examples: return instructions, terms of service, etc.
