Request for more user data
Hi All,
One of the things I'd like to see is more information about the user when I'm responding to support queries.
Specifically I'd like to see a summary of how many support requests this user has previously made (and how many are still open) with perhaps handy links to previous messages.
Another aspect is I would like to see a way to integrate some userscripts -- I'd like to write a add on that injects sales information about each person who requests support (what they purchased and how long ago) -- Clearly this is something Tender cant add in a generic fashion but if there was a way to add some javascript that gets loaded on the page and some instructions on content areas we can take over for our own details I could do the rest (I'm tempted to develop a chrome extension to do this anyway but it would be best handled by including a way to insert custom javascript into the support staff view.
-John
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1 Posted by loghound on 22 May, 2010 07:18 PM
As a follow on to my message I went ahead and implemented a chrome extension to do what I was looking for. (see screen shot)
This extensions goes out and get's sales information for the customer as well as includes a summary of support incidents.
While the chorme extension works fine on a mac, pc or linux it doesn't work on mobile which is why I wish there was a way to include some custom javascript for support staff so I could install this in the tenderapp.
-John
Support Staff 2 Posted by Courtenay on 23 May, 2010 07:01 PM
You can actually already do this with 'extras', if you're using SSO.
When the user hits the support link from your site, it embeds an
encrypted json hash which gets shown on the user's detail page. You
could also use our API to push that information from your site, or
even -- use a webhook to ping your site for each new discussion, grab
the user data, and use our API to post back user information as an
internal comment.
We *are* planning on having this be a little more dynamic - this fits
into our "integrate with CRM systems such as salesforce" code drive.
No date for delivery, but high on the list of priorities.
3 Posted by loghound on 24 May, 2010 05:32 AM
Hi Courtenay,
Thanks -- The solution you propose doesn't really work though for me as about 95% of my support comes in through email
-John
Support Staff 4 Posted by Courtenay on 24 May, 2010 05:52 AM
When a new issue comes in (e.g. via email), tender can ping any URL
you want. So you could use that to trigger anything.
5 Posted by loghound on 24 May, 2010 06:49 AM
I hadn't thought of that so fair enough -- that could work also.
I'd stil generally prefer a way to customize my customer panel at view time with the latest & greatest information however...
-john
Support Staff 6 Posted by Courtenay on 24 May, 2010 06:57 AM
Totally. I'm thinking of something that would fetch user data via a
json call or something.
Will closed this discussion on 18 Aug, 2010 10:15 PM.