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Personalised Mailing Components
The latest Insight release includes the ability to add "article list" and "calendar" components to your mailings.
These components will display links to the content defined in each component and the content is personalised for each user so they see only links to the content they could normally see on the website. The components only need to be added once to the mailing because resending the mailing will display the information that meets the component configuration at the time the mailing is sent, rather than when the mailing was created.
Watch this video demonstrating how to add these components to a mailing. |
Justin Ruffell-Ward - Insight Support, 01/02/2011 |
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Instant Messaging
This mornings update to the Insight platform includes a new Instant Messaging feature that allows connected users to have private instant chat conversations, increasing the way users can connect with each other through your website.
Watch a video demonstrating the Instant Messaging feature.
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Justin Ruffell-Ward - Insight Support, 31/01/2011 |
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New Insight Support Website
Today we've relaunched ShareInsight, the support website for the Insight platform. Although it may not look that different at first glance, there are quite a few changes, so here's an overview:
One Knowledge Base
The new website has a searchable knowledge base at http://help.shareinsight.info. As before, the knowledge base is also searchable directly from the Web Office or from the shareinsight.co.uk website.
This knowledge base is searchable by all Insight users around the world, and every user with a permission on an Insight website can contribute to the forums. Previously the forums were just for UK region sites - so many more people can now contribute their knowledge to the community forums.
The knowledge base is rooted in a third party system called Zendesk. It's software specifically designed for managing help desks so it has useful features such as suggesting a possible answer from the knowledge base when you submit a question, and easy viewing of your previous requests.
We're continuing to use our Insight platform to host the regional sites - shareinsight.co.uk and shareinsight.us - enabling us to use the excellent flexibility of the Insight content management system to display a region specific homepage within the Web Office, and allowing us to manage mailings. We will continue to publish any specific news that's only relevant to UK and Western European Insight customers on shareinsight.co.uk - for example, release notes and server status updates.
That's a bit of background on why we've made the changes but all you really need to know is that you can still search the knowledge base from the Web Office or by going directly to shareinsight.co.uk.
Submitting a Support Request
If the knowledge base search doesn't find the answer you're looking for you have several options to get help as follows:
Submit your request to the Insight Community
If you've a question you can submit it to other Insight admins via the community forums. Posting to the community leverages the knowledge and experience of the whole community. What's more, we'll check the forums daily to make sure your questions are being answered correctly. To post in the community forums go to http://help.shareinsight.info and post a topic in the "Community Questions & Answers" forum. While you're there you may be able to answer someone else's query, or have a valuable piece of advice on using Insight that you can leave in the "Community Tips & Tricks" forum.
Submit a support ticket
If you need to contact a support agent directly - for example, to report a bug - then you can submit your request to us via the website form.
Near the top of the page, on help.shareinsight.info, there's a link titled "submit a request". Click on this link and, if you're not logged in already, you'll be asked to login. You can login with your Insight website username and password, so you don't need to create an account or remember a new username and password. If you have problems logging in, try logging in directly to shareinsight.co.uk. If you can login there then you should be able to login fine so try again. If you continue to have problems logging in contact support@endis.com.
Once you've logged in, you'll be able to raise a support ticket using the form. This is our preferred method for contacting us as it captures all the basic information we'll need, which will help us solve your query sooner.
You can still contact us using the support@endis.com email address if you prefer; just remember to include as much information as possible.
When a support request is raised, you'll receive an automatic email response with a ticket number. If you'd like an update on the support ticket simply reply to this email. You can also check your existing requests at http://help.shareinsight.info, where you can view the status of all your current outstanding support tickets, or search through older tickets.
If you'd like to speak to someone in person then you can still give us a call.
Feature Requests
We receive numerous feature requests daily from our clients around the world. Your ideas are valuable in helping us know what's really important to the people who use our system.
The best way to register your interest in a particular addition is to go to the "Feature Requests" forum and suggest your idea there. This will give your request the maximum coverage as it allows others to add their interest. It also means we can discuss the idea with you in more detail, and others can contribute their thoughts. It may also flag up a duplicate feature request, so you don't need to post it again but can instead add your interest by clicking the  button.
Rate Our Performance
When a ticket is deemed solved, the resulting email confirming the issue is resolved will contain a link, towards the bottom, asking you to rate our response on the ticket. This is your chance to rate our performance. Simply click on the link and you'll be taken to a website where you can click to rate our response on this ticket out of 10 and add any comments. It'll take around 10 seconds and will give us valuable feedback.
We're confident you'll benefit from these improvements to our customer support, but let us know by leaving a comment in our Community Forums. Maybe you've got an idea of something else we could add!
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Justin Ruffell-Ward, 20/01/2011 |
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