UserEcho

User Satisfaction in the Helpdesk [articles]

2025-09-08T21:35:28+00:00

UserEcho includes a simple but effective way to track how satisfied users are with the answers they receive from your support team.

How it Works

Ticket Resolved
When an agent marks a ticket as Resolved, the system automatically sends an email notification to the user. This email invites them to rate the helpfulness of the answer they received.
User Choices
The notification gives the user three possible actions:
- Ignore the message (no response).
- Mark the answer as helpful.
- Mark the answer as unsatisfactory.
  - If the user selects unsatisfactory, a text area will appear where they can describe why they weren’t satisfied.
  - If they provide details, the ticket is automatically reopened so the agent can continue working on it.

Check notification email example below:

Satisfaction Reporting

All responses are collected and details shown in a User Satisfaction Report. This report allows administrators to view user satisfaction levels over a selected time period, making it easy to monitor trends and identify areas for improvement.

suggested by: UserEcho Support

How Live Chat Can Help Your Business Grow: A Closer Look at UserEcho [articles]

2025-07-16T23:00:48+00:00

In a world where customers expect instant communication, live chat has become an essential tool for businesses of all sizes. Whether you’re running an e-commerce store, a SaaS platform, or a service-based business, live chat can dramatically improve how you connect with visitors and customers.

Let’s explore how implementing a live chat solution like UserEcho can help your business thrive.

The image above showcases the UserEcho chat agent interface, designed to help support teams efficiently manage and respond to customer inquiries in real time. On the left, agents can view all ongoing chats, organized by channels and agent assignments. The center panel displays the active conversation thread, enabling seamless interaction with customers. On the right, the user detail section provides context such as location, assigned agent, recent activity, and relevant metadata — empowering agents to deliver personalized and effective support.

1. Instant Support = Happier Customers

Waiting on email replies or navigating complicated help centers can be frustrating. Live chat offers your customers real-time help exactly when they need it. With UserEcho’s live chat, support agents can assist users the moment they face an issue—reducing wait times and improving satisfaction.

Result: Faster resolutions, fewer tickets, and a better customer experience.

2. More Conversions, More Sales

Live chat isn’t just for support—it’s a powerful sales tool too. You can proactively message users who seem stuck during checkout, answer product questions in real time, or guide potential leads to the right plan or service.

UserEcho allows you to trigger messages based on visitor behavior, helping you engage at the perfect moment to close a deal.

Result: Higher conversion rates and fewer abandoned carts.

3. Understand Your Customers Better

Each conversation is a window into what your customers want, need, or struggle with. With chat transcripts and visitor data (location, browser, referral source), you can gain valuable insights into customer behavior.

UserEcho gives you access to this kind of data in every chat session.

Result: Improved products, better marketing, and smarter business decisions.

4. Build Trust & Human Connection

A quick, friendly message from a live person can make your business feel more approachable. Whether you’re a solo entrepreneur or a growing team, live chat helps you build personal relationships with your customers.

UserEcho enables multiple agents to work together, tag teammates, and ensure every customer feels heard.

Result: Stronger customer loyalty and brand perception.

5. Reduce Workload with Smart Routing and Automation

Not every message needs to go to a person right away. With tools like automatic chat routing and pre-chat forms, you can filter requests and handle routine questions more efficiently.

UserEcho’s live chat integrates tightly with their helpdesk and knowledge base—so common questions can even be answered automatically or escalated as tickets when needed.

Result: More time for your team, less friction for your customers.

Final Thoughts: Chat That Works For Your Business

Live chat isn’t just a support channel—it’s a business growth engine. With the right tool like UserEcho, you can:

Assist visitors before they leave
Capture leads in real time
Shorten your sales cycle
Deliver lightning-fast support

And best of all, you can get started in just a few minutes.

Ready to try it? Explore UserEcho Live Chat and start making conversations that convert.

suggested by: UserEcho Support

Custom Fields for Topics, Tickets, Users, and Knowledge Base Articles [articles]

2025-07-16T16:35:01+00:00

Forum topics, helpdesk tickets, users, and knowledge base articles come with a set of default fields—such as title, description, and email, depending on the entity.

If you need to capture additional information, you can add custom fields to any of these objects. This allows you to tailor the system to your specific workflows and collect all the data you need.

Custom fields can be configured for:

Forum topics (e.g., category-specific fields)
Helpdesk tickets (e.g., priority, device type, order number)
Users (e.g., company, department, customer tier)
Knowledge base articles (e.g., target audience, version, tags)

This flexibility helps you adapt the platform to your business requirements.

This setting is available in:

Settings -> Users -> Custom fields

Settings -> Community forums -> Custom fields

Settings -> Helpdesk -> Custom fields

Currently UserEcho supports six types of fields.

Field types:

String - the usual string field.

Text - milti-line text field.
Combobox - drop-down list, using it convenient to select the field for which values are known.

Checkox - Check box

Date - Date (for example ask about user birth date with it.

URL - the text field that represents as URL when entered text is displayed.
For all fields available additional settings.

Visibility:
Public - the field value is visible to all users

Author and Support agents - the field value is visible to author and support agents.

Support agents - the field value is visible to support agents only.

Editable by:

Author and Support agents - the field can be edited by author and support agents.

Support agents - the field can be edited by support agents only.

Required - system will require to fill this field. The system is implemented intelligent mechanism when a user in a relaxed form asked to fill missing data in the profile before it acts on the support forum. So you will get users with completed profiles and you will save your time not asking each time the data you want.

User's custom fields value can be viewed by clicking the user's profile.

Topic's custom fields value can be viewed inside the topic.

Vladimir Mullagaliyev replied:

Здравствуйте Владимир. К сожалению, такой возможности нет. Поле может быть только обязательным или нет. Но "Обязательность" нельзя привязать к значению другого поля.

SSO integration [articles]

2025-06-03T16:40:33+00:00

What is SSO?

The system of cross authentication (Single sign-on) allows your users to enter UserEcho without additional registration, using your current username in your project.

How it works?

When the user navigates to your support forum. You must submit an additional parameter sso_token. The system automatically recognizes the parameter and authenticates the user. Based on information provided with token.

Simple link to UserEcho forum looks like that:

http://mycommunity.userecho.com/?sso_token=your_sso_token

For cross authentication with the widget you need to pass the same parameter:

var _ues = {... ,sso_token:"your_sso_token"};

Available parameters

Parameter	Value	Required?	Example	Description
guid	Varchar(255)	yes	"1000000"	Unique user ID on the side of your site
expires	Unix epoch timestamp	yes	1462245336	Expiration date of token in Unix Epoch Timestamp. Unix Epoch Timestamp We would recommend to add at least 1 hour to current timestamp.
display_name	Varchar(30)	yes	"John Doe"	Name of the user
email	Varchar(255)	recommended	"john.doe@example.com"	User's Email
verified_email	Boolean	no	False	Is email verified?
locale	Varchar(5)	no	"en" Available languages	Default language
avatar_url	Varchar(255)	no	https://mysite.com/avatar.jpg	Link to image of user avatar
force_update_avatar	Boolean	no	False	Force update of user's avatar, even if user already has it.
allowed_private_forums	List [forum_id]	no	[29966,29965]	List of forums IDs, user will have access to the provided forums.
groups	List [forum_id]	no	[1,2,3]	Assign user to specific groups. Skip parameter if you do not use groups in your project. If you pass the parameter all current user's groups will be unassigned first, then new groups will e assigned.
custom_fields	Dict {field_id:value}	no	{"cf_1":"Test value", "cf_2":"on"}	If your project has some custom fields in a user profile, you are able to pass them through sso. Also now we accept custom fields for topics. If you pass information in this way and user post some topic we check his last SSO data and fill out fields with information provided via SSO.
enable_moderation	Boolean	no	False	Enable moderation for all public messages of the user. By default moderation is disabled.

Process of SSO_TOKEN generation

Feel free to use our examples on GitHub. We have prepared examples for: Python, Ruby, PHP, Node.js, C# and Go. If this is not enough for you here is description how to make it yourself.

1. Prepare JSON block with user's parameters

json_data = {    "guid":"1454598",    "expires":1462245336,     "display_name":"John Doe",    "email":"john.doe@gmail.com",    "locale":"en",    "avatar_url":"http://test.com/avatar/1454598.png"    }

2. Save as a string

json_string = json.dumps(json_data)

3. Expand the string

Note! Some encryption libraries can do this part automatically. So, if your library does it you can skip this step.
Attain the length of the block from the end to a multiple of block size AES (times 16) the character whose code is equal to the number of missing characters, for brevity:) Here's a clever algorithm. Ie block size 16. For example we have a string 44. The next multiple of 16 number 48. 48-44 = 4. then finish off a string four characters whose code is 4 (not four, and code 4).

    pad = AES.block_size - len(json_string) % AES.block_size    data = json_string if pad == AES.block_size else json_string + (chr(pad) * pad)

4. Generating iv

iv - initialisation vector (http://en.wikipedia.org/wiki/Initialization_vector) - need to assign a string of 16 characters, preferably different every time, for safety. we do this randomized

iv  = randpool.RandomPool(AES.block_size).get_bytes(AES.block_size)

5. Encode data with sso_key and iv, then concatenate iv and encrypted data

  encrypted_bytes = iv + AES.new(sso_key, AES.MODE_CBC, iv).encrypt(data)

6. Screening of characters that not allowed in the links

  sso_token = urllib.quote(base64.b64encode(encrypted_bytes))

Vladimir Mullagaliyev replied:

Здравствуйте,

Напишите нам запрос в Хелпдеск с Вашей проблемой в настройке, мы Вам поможем. Приложите Ваш код или описание и примеры токена.

How to include an article content into another article [articles]

2024-09-18T19:08:59+00:00

Sometimes you need to include an article content inside another articles. For example, if some articles describe different situation and then some identical steps.

Option 1:

Easy to use. You can include link from one to another article. Just add a link in the editor.

Option 2:

Better representation. You are able to use specific tag to include content from one (common) article to another one.

{% include_topic_description your_topic_id %}

Where your_topic_id is your included topic ID (The first number in the Article URL. EX: 7913 in the https://support.userecho.com/topics/7913-how-to-reset-your-userecho-password/)

Example:

{% include_topic_description 1 %}

So, if you current article has text:

To activate your account you have to do following steps:
{% include_topic_description 1 %};

And article with ID=1 has text:

Step 1: click on link
Step 2: check your email

Your current article will be rendered as:

To activate your account you have to do following steps:
Step 1: click on link
Step 2: check your email

Please note! All users will be able to see included topic content even this topic is not available to a user by direct link (has no access).

Vladimir Mullagaliyev replied:

Иван, спасибо за замечания.

1. Добавили описание где взять ID

2. Изменили "содержание" на "текст". Честно говоря в этой части вроде должно быть понятно, так как мы не написали, что надо переключиться в код :)

3. Была опечатка в переводе, исправили.

Support Portal Themes [articles]

2024-08-29T21:34:18+00:00

Portal themes help you customize your portal the way you want. We would divide the customization process into three levels:

Basic (easy)

Open your portal and in the user menu select "Customize portal". This will activate the portal customization mode.

In this mode, you can change the project colors, upload a logo, change the default text and settings. When you make changes you see the DEV portal. Your users will not see the changes until you click the "Apply changes" button.

Feel free to contact us if you need more options in basic customization.

Intermediate (medium)

If basic customization not enough for you and you know what CSS and JavaScript mean you are able to apply more customization using custom CSS styles (CSS tab in Theme) or even add changes to HEAD section of your portal by changing META data, adding custom JavaScript code, etc (HEAD tab in Theme).

To do this, go to "Project Settings -> Portal -> Templates" and use the CSS and HEAD tabs.

Advanced (hard)

If you would like to fully customize you portal and can change virtually anything using your own templates (Templates tab in Theme). Templates allow you to fully change structure of your portal and all information available to your users. To make such changes you would need to know HTML and CSS.

To do this, go to "Project Settings -> Portal -> Templates" and use the "Templates" tab.

More information about advanced customization via templates available in these articles:

suggested by: Vladimir Mullagaliyev

Support Portal Templates [articles]

2024-08-29T20:55:52+00:00

If this article we will explain what each template uses for.

To create templates you can use context and template tags and filters.

Context

Every page has access to Context. It's a data that you can use to render your template. Below is default context available in every template. Also you will find additional context for some templates in templates description.

portal
- page - current page opened by user (home, category, list, item, new, login, user, public_user, search, error, leaderboard, widget)
- view - current view for selected page (portal, knowledgebase, community, helpdesk, widget)
- section - current section for selected view. See values on specific pages if available.
- user - current user.
- language_code - interface language code.
- current_relative_url - relative URL for opened page.
- current_absolute_ur- absolute URL for opened page.
- page_no - page number selected in paginator if exists.
- name - portal name.
- knowledgebase_forums - knowledge base forums available in portal.
- comunity_forums - community forums available in portal.
- helpdesk_forums - helpdesk forums available in portal.
- knowledgebase_enabled - True if knowledge base is enabled in portal.
- community_enabled - True if community is enabled in portal.
- helpdesk_enabled - True if helpdesk is enabled in portal.
- chat_enabled - True if chat is enabled in portal.
- params - theme specific params as logos, texts, configurations, etc. Will be described later.
meta
- page_title - title for the page.
- page_description - description for the page.
- search_term - search terms if exists.

UserEcho supports portals consist of pages. Each page generates using some templates. We can split all templates to three groups: structure, pages content, additional custom template.

Structure

Structure templates define structure of your portal pages and used on virtually all pages.

Portal Layout

The common layout of your Support Portal Page. It defines main structure like header, footer, content for all pages. it has {{ CONTENT }} variable that contains information for specific opened page generated from specific content template.

Additional context:

CONTENT - data rendered in a page template to be added to portal layout.

HEAD Section

Uses to add information to <HEAD> section of your page. it usually includes meta data, title, third-party loaded fonts, etc.

SCRIPT Section

Uses to add any code right before </BODY>. Usually it uses to add some JavaScript to your pages. Please do not forget to wrap your code to <script>...</script> tag if you add JavaScript.

By default JQuery is available in your portal, so you can use JQuery syntax. Also if you want to make sure your code will run after page is loaded and all UserEcho variables are initialized you can use:

<script>    initqueue.push(function(){        ... your code is here ...    })</script>

Pages Content

Page Content templates are used to render content for specific page visited by users. When page content template rendered it's available in Portal Layout templates as {{ CONTENT }}.

Portal Home Page

Main page of your portal.

URL: /

Login Page

The page for sign in, Sign Up, Password reset, etc

Additional context:

portal.section - specific page opened by user. May have following values:
- login (/user/login)
- login_openid (/user/login/openid)
- password_reset (/user/password/reset)
- password_reset_done (/user/password/reset/done)
- signup (/user/signup)

Error Page

Template to generate error message to users.

Additional context:

error_code - code of error happened. May have values:
- access_denied - thew user has no access to the page.
- page_not_found - the page is not found.

User Page

The page for user's settings (own profile)

Additional context:

portal.section - specific page opened by user. May have following values:
- settings(/user/settings)
- notifications (/user/notifications)
- password_change(/user/password_change)
- tickets (/user/tickets)
- topics (/user/topics)
- voted_topics (/user/voted_topics)
- updates (/user/updates)

Search Results Page

The page to display search results.

Additional context:

search
- results
  - forum_type - type of forum (knowledgebase, community, helpdesk).
  - item_list - list of results for forum type.
  - item_count - count of results in the list.
  - active - True if the type is active (the page has 3 types of results and only one active at the time).
  - url - URL to activate the type.
- item_count - total item count for all forum types.
- forum_type__item_count - count of types of forums.
- forum_type__nonzero_item_count - count of types of forums with some results available.
helpdesk_forum - helpdesk forum for the search (helps to add button to submit new ticket).
community_forum - community forum for the search (helps to add button to submit new topic).

URL: /search

Search Results Popup

This template generates search results in popup when user starts to input information. It works as suggestion box.

Additional context: has all the same context as Search Results Page plus:

search_mode - mode of the search.
- search - when this is popup for search field.
- suggestion - when this is popup to suggest user similar topics in new topic or ticket form.

Knowledge Base Home Page

Template to render knowledge base home page.

URL: /knowledge-bases/[id]-[slug] (/knowledge-bases/10-knowledge-base)

Additional context:

forum - selected knowledge base forum.

Knowledge Base Category Page

Template to render knowledge base page with category selected. Usually opens if user click on some category in Knowledge Base Home page. Opens if category has subcategories. Otherwise redirects to Knowledge Base Article List Page.

URL: /knowledge-bases/[id]-[slug]/categories/[id]-[slug] (/knowledge-bases/10-knowledge-base/categories/984-getting-started)

Additional context:

forum - selected knowledge base forum.
category - selected knowledge base category.

Knowledge Base Article List Page

Template to render knowledge base article list page. Displays list of articles with filters.

URL: /knowledge-bases/[id]-[slug]/categories/[id]-[slug]/articles (/knowledge-bases/10-knowledge-base/categories/984-getting-started/articles)

Additional context:

forum - selected knowledge base forum.
category - selected knowledge base category.
forum_or_category - selected knowledge base category (if selected) or forum.

Knowledge Base Article Page

Template to render specific article.

URL: /knowledge-bases/[id]/articles/[id]-[slug] (/knowledge-bases/10/articles/555-example-article)

Additional context:

article - selected article.

Community Home Page

Template to render community home page.

URL: /communities/[id]-[slug] (/communities/1-general)

Additional context:

forum - selected community forum.

Community Category Page

Template to render community page with category selected. Usually opens if user click on some category in Community Home page. Opens if category has subcategories. Otherwise redirects to Community Topic List Page.

URL: /communities/[id]-[slug]/categories/[id]-[slug] (/communities/1-general/categories/33-general-questions)

Additional context:

forum - selected community forum.
category - selected community category.

Community Topic List Page

Template to render community topic list page. Displays list of topics with filters.

URL: /communities/[id]-[slug]/categories/[id]-[slug]/topics (/communities/1-general/categories/33-general-questions/topics)

Additional context:

forum - selected community forum.
category - selected community category.
forum_or_category - selected community category (if selected) or forum.

Community Topic Page

Template to render specific article.

URL: /communities/[id]/topics/[id]-[slug] (/communities/1/topics/444-example-topic)

Additional context:

topic - selected topic.

Community Topic Form Page

Template to generate new topic page.

URL: /communities/[id]-[slug]/topics/new (/communities/1-general/topics/new)

Additional context:

forum - selected community forum.
form_mode - form mode to display: new or edit.

Helpdesk Ticket Page

Template to render specific ticket.

URL: /helpdesks/[id]/tickets/[id]-[slug] (/helpdesks/1/tickets/444-example-ticket)

Additional context:

ticket- selected ticket.

Helpdesk Ticket Form Page

Template to generate new ticket page.

URL: /helpdesks/[id]/tickets/new (/helpdesks/3/tickets/new)

Additional context:

forum - selected helpdesk forum.
form_mode - form mode to display: new or edit.

Leaderboard Page

Template to render leaderboard page for communities.

URL: /leaderboard

Public User Page

The page for user's public profiles if they are allowed in your portal.

Additional context:

portal.section - specific page opened by user. May have following values:
- profile(/users/[id]-{slug])
- topics (/users/[id]-{slug]/topics)

suggested by: Vladimir Mullagaliyev

How to change notification settings (subscriptions) [articles]

2024-08-26T22:24:16+00:00

Variant 1: I want to change my own subscriptions for a project.

1. Go to the project page. Ex: https://support.userecho.com
2. Click on your name in the right top corner, then click "Notifications" in the drop-down menu.
3. On this page you have three ways to change your settings:
3.1. Disable types of notifications if you want to disable notifications for all replies (or topics).

3.2. Change subscriptions for some items in the current project. For example: subscribe to some forum, unsubscribe from some category, etc.

3.3. You can unsubscribe from notification for specific topics subscribed before

Variant 2: I'm a project administrator. My user doesn't want to receive notifications.

Provide him link to the notification settings. Common link for all users to their notification settings is

[your_project_url]/user/notifications/

Then user will be redirected to his Notification settings. Example for UserEcho Support project: https://support.userecho.com/user/notifications/

Variant 3: I'm a project administrator. My user doesn't understand how to change subscriptions.

OK, if you are project administrator you are able to change your users subscriptions.
1. Open user's profile.
2. Click on "Notification setup" in the right sidebar.
3. Change subscription preferences as your user wants.

Terry Gauchat replied:

I also have a special case:

A set of my users are volunteer Beta testers. They are participating in the Program for specific benefits. As such, they are required to receive all notifications and encouraged to actively respond to News, Questions, and Ideas.

These users are not allowed to disable their notifications (or, if they disable notifications but then also do not participate, I am permitted per their Beta agreement to reactivate notifications).

Perhaps this is a very unusual case, but an API to manage this would be super appreciated.

How to reset your UserEcho password [articles]

2024-08-26T17:00:41+00:00

1. Click the "Sign in / Sign up" link on the top right corner of the portal.

2. In the opened page click "Forgot your password?" link.

3. Then enter your email and click "Reset my password" button. UserEcho will send you an email with password reset link.

4. Click on the password reset link in the email and you will be automatically signed into your account. Then click "Change password" and change your password.

5. Congratulations, you set a new password for your account.

Vladimir Mullagaliyev replied:

Здравствуйте,

Попробуйте сейчас снова. Если не отработает, напишите нам запрос в Helpdesk с указанием Вашего емайл адреса, мы проверим.

How to show "updates" count to users on my site (with link to UserEcho) [articles]

2024-08-26T16:29:11+00:00

Each user is able to see updates for topics and tickets he/she subscribe to in his profile by link https://[your_portal_url]/user/updates

If you already use our SSO you probably would like to show count of updates to users on your site. You can do it via an API call.

Here is common information about our API https://userecho.com/dev/api/introduction/.

Now, when you know how to make an API call, here is all available methods https://userecho.com/dev/api/reference/. If you already have SSO integration we would recommend you use method "GET users/sso/[sso_guid]" and provide user's SSO GUID in the request.

In the response you will have user's "counts". The "updates" count also will be available. Just check if it more than zero and show count to the user. Also you can add a link to his profile like https://[your_portal_url]/user/updates?sso_token=[user_sso_token]

Fill free to test your API requests in our API Explorer here https://userecho.com/dev/api/explorer/

suggested by: Vladimir Mullagaliyev

Как настроить стиль для user_or_signin? [questions] [answered]

2024-03-23T17:31:17+00:00

После кастомизации хидера, возникли некоторые сложности с отображением ссылки на регистрацию.

А именно - при определенной ширине окна пропадает текст "Sign in / Sign up". При чем, пропадает только текст (иконка на месте), и только для незарегистрированных посетителей (когда залогинен, видна и аватарка и имя пользователя).

Шаблон navigation содержит такой код:

    <nav class="js-navbar-scroll navbar navbar-expand navbar-dark flex-column flex-md-row td-navbar">      <a class="navbar-brand" href="https://communitypowerea.com/">          <span class="navbar-logo">              <img height="64" src="https://communitypowerea.com/assets/img/logo_square_1.png" width="64">          </span>          <span class="text-capitalize">CommunityPower EA</span>      </a>      <div class="ml-md-auto" id="main_navbar">        <div class="d-lg-block">          <ul class="navbar-nav ml-auto ue-navbar-right-options">            {% language_selector %}            {% user_or_signin avatar_size=32 %}          </ul>        </div>      </div>    </nav>

Вот как это выглядит:

Screen Recording 2024-03-23 at 17.03.50.mov

В залогиненом состоянии:

Screen Recording 2024-03-23 at 17.08.39.mov

Подскажите, как подрихтовать стиль для user_or_signin, чтобы надпись не исчезала?

Vladimir Mullagaliyev replied:

Здравствуйте,

Надпись пропадает, потому что у нее стоит стиль "d-none", который ее скрывает при маленьком экране (Вы, кстати, зачем-то его еще продублировали в своем CSS). Чтобы она не скрывалась, попробуйте добавить вот такой CSS:

.navbar li.user-menu span.d-none.d-md-inline{    display: inline !important;}

Номера страниц возле названий тем форума? [ideas] [under review]

2024-02-29T17:20:44+00:00

Поступило предложение от пользователей -- разместить номера страниц возле названия темы:

Может быть удобно для быстрой навигации. Встречал такое на некоторых других форумах:

Vladimir Mullagaliyev replied:

Спасибо Андрей,

Теоретически это возможно, но интерфейс в таком варианте кажется перегруженным и непонятно насколько это нужно пользователям.

Оставим на голосование.

Available interface languages in the UserEcho [articles]

2024-02-01T15:06:24+00:00

All activated languages are available in the table below. You can find the translation progress for each language in our translation system http://translate.userecho.com

Feel free to ask about new languages and to contribute in the UserEcho translation.

Language	Code
English	en
Русский	ru
Español	es
Français	fr
Deutsch	de
Nederlands	nl
Íslenska	is
Eesti	et
Қазақша	kk
Português	pt-br
Українська‬	uk
Čeština	cs
Dansk	da
Suomi	fi
Magyar	hu
Italiano	it
日本語	ja
한국어	ko
Svenska	sv
Türkçe	tr
中文(简体)	zh-hans
Català	ca
Polski	pl
norsk (bokmål)	nb
עברית	he
العربيّة	ar

suggested by: Vladimir Mullagaliyev

Голосуем за простые смайлы Emoji (эмодзи) 🎅🏾 [ideas] [under review]

2024-01-23T22:22:02+00:00

Добрый день, друзья!

Как на счет чтобы вставить в редакторов сообщений стандартные смайлы Emoji? 🐰

Самое хорошее в них, что отображаются красиво с мобильных устройств и в почте. 😃

Emoji используют мобильные устройства, email, социальные сети, программы массовой рассылки сообщений. Эти крошки крайне популярны) 😺

Надеюсь, что это предложение могло бы стать простым и удобным решением =)

Поддержите идею голосованием ❤️

PS: часто клиенты пишут с мобильных телефонов и вставляют Emoji. А когда с компьютера, то им не откуда брать эти смайлы.

a kislicyn replied:

Поддерживаю идею.

How to report a vulnerability in UserEcho [articles]

2023-10-05T21:52:16+00:00

Step-by-step guide on how to report a security bug/vulnerability

For responsible disclosure of a possible security vulnerability in UserEcho, we'd like you to follow these guidelines.

This way we get all the information we need in order to take appropriate and timely action. Thus, we ask you to report it directly to us thus, not to report the vulnerability in any public forums (like GitHub) etc. to ensure that it does not get exploited in the wild.

How to report a vulnerability

Reach out to us directly at support@userecho.com
Make sure to provide us with as much and thorough information as you can

What we expect from you

In order for us to fix and handle the vulnerability appropriately, we need your help. We need you to:

Not tell anyone about the problem until we have fixed it. You will also not submit it as a CVE during this time.
Make sure to verify your claim of a security vulnerability by sharing a proof of concept
Reporting the results of an automated scan is usually not helpful. Please send us proof on how you think an attacker could exploit each of the scan results.

What'll happen next?

We will acknowledge receipt of your vulnerability report. If we take the security issue further, we'll send you regular updates about our progress. As an acknowledgement of your contribution, we offer to publicly acknowledge your disclosure.

Bounty Ineligible Issues

The following items are known issues or accepted risks where we will not reward you:

Clickjacking.
Cookie flags.
SPF, DKIM, DMARC issues.
Malicious attachments on file uploads or attachments.
Missing additional security controls, such as HSTS or CSP headers.
Mobile issues that require a Rooted or Jailbroken device.
Brute-force, / Rate-limiting, / Velocity throttling, and other denial of service based issues.
Issues involving server information disclosure, namely `X-Powered-by` and `Server` response headers.
XSS (or a behavior) where you can only attack yourself (e.g. "Self XSS").
XSS on pages where admins are intentionally given full HTML editing capabilities, such as custom theme editing
Low severity issues

List of security contributors

We'd like to thank the contributors for their amazing efforts in making UserEcho safer, and we've therefore gathered a dedicated list of UserEcho security contributors.

The people listed here, are all the first who provided us with actionable security information which helped us fix a particular vulnerability.

suggested by: UserEcho Support

Optimizing Park District Operations: Leveraging UserEcho Helpdesk, Knowledge base, and Feedback Forum Solutions [articles]

2023-09-11T19:57:59+00:00

A Park District could utilize the UserEcho SAAS product in various ways to enhance their customer engagement and support services. Here are some potential use cases:

Helpdesk for Facility Issues: The Park District can use the Helpdesk solution to manage and address issues related to their facilities, such as maintenance requests, cleanliness concerns, or safety issues. Users could submit tickets through the platform, which would then be tracked, assigned, and resolved by the appropriate staff members.

Feedback Forum for Program Suggestions: A Feedback Forum could allow community members to share their ideas and suggestions for new programs, events, or improvements to existing offerings. This engagement can help the Park District tailor their activities to better meet the needs and preferences of their constituents.

Knowledge Base for Information: The Knowledge Base can be used to provide information about park locations, facilities, operating hours, and rules. This self-service resource can help visitors quickly find answers to common questions without needing to contact the Park District directly.

Here is example of real knowledge base that built using UserEcho

https://feedback.seekingalpha.com/

Social Engagement and Community Building: UserEcho might offer social engagement features that encourage community members to interact with each other, share experiences, and build a sense of community around the Park District's offerings.

City of Elk Grove uses UserEcho to collect ideas about park district development

https://elkgrovecity.userecho.com/

Oswegoland Park District uses UserEcho to communicate with district users

https://opdlab.userecho.com/

Complaints and Resolution Tracking: The Helpdesk could be used to manage and track complaints, allowing the Park District to address concerns promptly and ensure a high level of customer satisfaction.

Internal Issue Tracking and Resolution: Use the private helpdesk to manage and track internal issues, such as maintenance requests, IT support, or administrative inquiries. Staff members can submit tickets, and designated teams can handle them, ensuring a systematic approach to problem-solving.

Park District of Oak Park uses UserEcho for Internal Issue Tracking and Resolution

https://pdop.userecho.com/

To implement these solutions effectively, the Park District should consider customizing the UserEcho platform to align with their specific needs and branding. Regularly reviewing and acting upon the feedback received through UserEcho can lead to continuous improvement and a better overall experience for park district people.

We will be glad to see the Park Districts among our customers. Please select which use case you want to implement and we will help with configuration, branding and onboarding.

suggested by: UserEcho Support

How to make a poll on your UserEcho community [articles]

2023-07-20T15:23:39+00:00

Add poll functionality available only for agents and from agent interface

To create a poll, first you need to create a topic.

Then choose poll settings option [1]

And setup poll and poll variants, using following settings window.

You can add poll variants using +Add new variant button [1]
Also you able to set additional settings for your poll, use checkboxes to turn on required ones. [2]

Find out poll example below.

Gella replied:

Could you please update the guide with how to find the "polls"? Still with this guide I spent 10 minutes looking for where to do the first part

"To create poll, first you need to create typical topic. Then choose pool settings in the right action menu."

How to archive old user tickets and notify users that they need to open a fresh ticket instead of writing to old one [articles]

2023-07-14T01:58:03+00:00

This task could be accomplished in two steps.

1st step - we need to setup helpdesk automation rule to archive tickets older that selected period of time for example 30 days.

Open Helpdesk->Topic types and click edit icon to add a new ticket status.

Then click +Add button and create and "Archived" status.

Set logical group "Closed" for it

Then go to the

Helpdesk -> Automation -> Timer events

and create event to archive all ticket older than 30 day

After activation of this rule all tickets older that 30 days will be archived.

2nd step

Open Helpdesk -> Automation ->Ticket updates

And create following rule.

With that rule UserEcho will notify users that they should create a new ticket if current one is older that 30 days.

suggested by: UserEcho Support

UserEcho widgets [articles]

2023-05-04T20:57:36+00:00

1. Widget with button

Your users will be able to leave private requests to your helpdesk, browse and search through your knowledgebase and chat with your support team.

It's highly configurable. You can assign helpdesk, knowledgebase, livechat to widget all together or only helpdesk for private requests. You need to insert embedding code to your website only once. After that you will be able to manage all settings from the settings interface.

You can easily change widget colors and widget labels to match your branding.

Below is example how will look a widget button [1] left image below and opened widget - right image.

2. Built-in contact form

The contact form provides an immediate, convenient way for users to ask the company questions. You can see how feedback form look on the image below. Check More details how to configure and install contact form.

3. Widget API - Custom link or button to call widget

It's possible to launch widget popup with javascript call, so you free to assign widget trigger on any of the your site's elements. Check detailed instruction how to make it.

UserEcho Support replied:
Hello, it's direct link to the widget settings for your project.
https://oae.userecho.com/settings/project/widgets/

How to add widget with custom widget link (invisible button) [articles]

2023-05-04T15:36:38+00:00

You can use custom link to open UserEcho widget.

We will provide detailed steps how to implement it on your website.

First of all you need to configure your new widget in Portal -> Widgets.

Once you have it configured set "Button mode" to "Invisible" under "Widget button settings".

This will hide widget button from your website.

Now you need to add some custom link to your website. This is example how it could looks like:

<a href="javascript:;" class="js-ue-feedback">Need help?</a>

Now when we have the link it's time to make it alive. You have two ways to do it:

1. Load widget script when users click on the link (no script preload). It will not add any time to your page load but will take a little time to open the widget. We would still recommend this variant for invisible button.

Replace [my_alias] with your project alias and [my_widget_id] with your widget ID.

<!-- Start UserEcho Widget script --><script>!(function () {    // opens widget and checking if widget is ready to be opened    function openWidget(){        if (typeof UE === 'undefined'){            setTimeout(openWidget,100)        }else{            UE.Widget.open()        }    }        // load widget script by link click    const ueds = document.querySelectorAll('.js-ue-feedback');    if (ueds) {        ueds.forEach(item => {            item.addEventListener('click', function () {                var _ws = document.createElement("script");                _ws.type = "text/javascript";                _ws.src = "https://[my_alias].userecho.com/s/cdn/widget/v3.js?id=[my_widget_id]";                // this is important to do not wait!                _ws.setAttribute("delay", 0);                document.body.appendChild(_ws);                openWidget();            })        })    }})()</script><!-- End UserEcho Widget script -->

2. Load widget script on every page load (script preload). It will add a little load time to your page but make reaction on the link faster.

Replace [my_alias] with your project alias and [my_widget_id] with your widget ID.

<!-- Start UserEcho Widget script --><script src="https://[my_alias].userecho.com/s/cdn/widget/v3.js?id=[my_widget_id]"></script><script>!(function () {    // open widget by link click    const ueds = document.querySelectorAll('.js-ue-feedback');    if (ueds) {        ueds.forEach(item => {            item.addEventListener('click', function () {                UE.Widget.open()            })        })    }})()</script><!-- End UserEcho Widget script -->

suggested by: Vladimir Mullagaliyev

How to move article to another Knowledge Base? [articles]

2023-05-04T14:11:31+00:00

If you want to move article to another knowledge base.

Open the knowledge base editor first
Then open article that you want to move
Click on the "Edit article properties" button [1]

Then click on the "Change Knowledge base" button [2]

Select target knowledge base [3]
Current article type will be mapped to the target knowledge base types, select one that you want. [4]
Select destination category [5]
Click "Save" [6] button to move article

suggested by: UserEcho Support

How to create a new article? [articles]

2023-05-04T14:01:13+00:00

This article describes the sequence of steps required to add or edit articles in the UserEcho - Knowledge Base

Step 1

Open the Knowledge Base Editor.

Step 2

Select the knowledge base you need if you have several.

Step 3

Select the category to which you need to add the article.

Step 4

Click the “+Article” button [1]

Step 5

In the window that appears, you can enter the title and description of the article.

Step 6

To save the article, click the "Save" button. [2]

After the save, the article is saved as a draft and then you can publish it and make it available to your users.

Also you could instantly publish article by clicking. "Publish" button [3]

suggested by: UserEcho Support

How to change order of Knowledge Base articles [articles]

2023-05-03T20:10:19+00:00

You can use drag and drop to change articles order.

Just click and hold mouse button on article [1] and drop it to the desired position.

Please note that you can drag articles only when Category is selected.

suggested by: UserEcho Support

How to enable user rating for the Knowledge Base articles? [articles]

2023-05-03T20:10:02+00:00

Users able to set positive or negative score, about article content, for negative votes UserEcho ask user for explanation. So in this case you can improve topic content and turn user reaction to the positive state. This feature helps to increase user loyalty and to improve quality of content.

You can toggle user ratings in the knowledge base settings section.

Click on your user profile at the top right of the screen.
Select "Setup" to open settings.
Click on the "Knowledge base" at the left sidebar
Click on the "Common settings"
Then select Enabled in the helpful panel dropdown

suggested by: UserEcho Support

How to create Knowledge Base (FAQ) for your community [articles]

2023-05-03T20:01:16+00:00

At this moment all new communities created with preconfigured knowledge base. But you able to have multiple knowledge bases. It can be public or private. Find out below details how to create and configure knowledge base for your community.

How to add knowledge base

Follow this steps to create additional database

Click on your user profile at the top right of the screen.
Select "Setup" to open settings.
Click on the "Knowledge base" at the left sidebar
Click on the "Control"
Click on the "+Add" button to create a new database.

Additional Information

Check following article to learn how to create your first article in the knowledge base.

ae replied:

извините, нашла

How to open Knowledge Base editor? [articles]

2023-05-03T19:46:13+00:00

All content work with your Knowledge base is made using knowledge base editor.
To open it follow this steps.

Sign in into your account.
Click on your user profile at the top right of the screen.
Select "Agent interface" in the dropdown menu. See [1] on the image below.

Then click on the "Knowledge base" icon See [1] on the image below.

Done!

suggested by: UserEcho Support

Ability to perform sign up and post by API [questions] [answered]

2023-04-28T17:31:08+00:00

I'm trying to create a bug reporter in our game for users to submit bugs with. We want them to simply provide an email address and name and be able to submit their bug no questions asked. I had hoped the UE API would allow this, but it seems I must expose my own API token which is dangerous to do?

Vladimir Mullagaliyev replied:

The problem was resolved via Helpdesk.

We will post an example for CloudFlare Worker realization here. Please replace HelpdeskId and ApiKey.

cloudflare_worker_new_ticket_example.txt

Here is an example how we call the request.

Six+ years of consistently outstanding service - thank you! [praises] [thanks]

2023-04-28T14:19:50+00:00

My team has been leveraging UserEcho to great success in our software product development efforts for six+ years. The team at UserEcho is responsive, informative, flexible, and eminently professional. It is a pleasure working with them!

Vladimir Mullagaliyev replied:

Hi Thomas,

Thanks a lot for your feedback! We really appreciate it!

Delete your account [articles]

2023-02-13T15:52:12+00:00

1. Sign-in as community owner

2. Click on "Project settings" in the your user actions dropdown.

3. If you wish to delete your community click on the

"delete it" link.

After confirmation your community will be deleted.

Vladimir Mullagaliyev replied:

Мы не видим прилинкованного аккаунта и аватара тоже у Вас нет. Дайте хотя бы линк на то, что Вы хотите удалить. Поисковый запрос или что-то еще.

Support Portal Template Tags and Filters [articles]

2023-02-06T14:02:07+00:00

UserEcho portal templates use tags and filter to operate with templates data.

if ... elif ... else ... endif

The {% if %} tag evaluates a variable, and if that variable is “true” (i.e. exists, is not empty, and is not a false boolean value) the contents of the block are output:

{% if portal.section == "login" %}    This is login page{% elif portal.section == "password_reset" %}    This is password reset page{% else %}    This is some page{% endif %}

As you can see, the if tag may take one or several {% elif %} clauses, as well as an {% else %} clause that will be displayed if all previous conditions fail. These clauses are optional.

Boolean operators

if tags may use and, or or not to test a number of variables or to negate a given variable:

{% if portal.section == "login" and portal.user %}    The user is authenticated{% endif %}{% if not portal.user %}    User is not authenticated{% endif %}{% if portal.section == "login" or portal.section == "password_reset" %}    Common block for login and password reset{% endif %}

{% if x and y or z %}

will be interpreted like:

if (x and y) or z

Use of actual parentheses in the if tag is invalid syntax. If you need them to indicate precedence, you should use nested if tags.

if tags may also use the operators ==, !=, <, >, <=, >=, in, not in, is, and is not which work as follows:

`==` operator

Equality. Example:

{% if somevar == "x" %}  This appears if variable somevar equals the string "x"{% endif %}

`!=` operator

Inequality. Example:

{% if somevar != "x" %}  This appears if variable somevar does not equal the string "x",  or if somevar is not found in the context{% endif %}

`<` operator

Less than. Example:

{% if somevar < 100 %}  This appears if variable somevar is less than 100.{% endif %}

`>` operator

Greater than. Example:

{% if somevar > 0 %}  This appears if variable somevar is greater than 0.{% endif %}

`<=` operator

Less than or equal to. Example:

{% if somevar <= 100 %}  This appears if variable somevar is less than 100 or equal to 100.{% endif %}

`>=` operator

Greater than or equal to. Example:

{% if somevar >= 1 %}  This appears if variable somevar is greater than 1 or equal to 1.{% endif %}

`in` operator

Contained within. This operator is supported by many Python containers to test whether the given value is in the container. The following are some examples of how x in y will be interpreted:

{% if "bc" in "abcdef" %}  This appears since "bc" is a substring of "abcdef"{% endif %}{% if "hello" in greetings %}  If greetings is a list or set, one element of which is the string  "hello", this will appear.{% endif %}{% if user in users %}  If users is a QuerySet, this will appear if user is an  instance that belongs to the QuerySet.{% endif %}

`not in` operator

Not contained within. This is the negation of the in operator.

`is` operator

Object identity. Tests if two values are the same object. Example:

{% if somevar is True %}  This appears if and only if somevar is True.{% endif %}{% if somevar is None %}  This appears if somevar is None, or if somevar is not found in the context.{% endif %}

`is not` operator

Negated object identity. Tests if two values are not the same object. This is the negation of the is operator. Example:

{% if somevar is not True %}  This appears if somevar is not True, or if somevar is not found in the  context.{% endif %}{% if somevar is not None %}  This appears if and only if somevar is not None.{% endif %}

Filters

You can also use filters in the if expression. For example:

{% if messages|length >= 100 %}   You have lots of messages today!{% endif %}

Complex expressions

All of the above can be combined to form complex expressions. For such expressions, it can be important to know how the operators are grouped when the expression is evaluated - that is, the precedence rules. The precedence of the operators, from lowest to highest, is as follows:

or
and
not
in
==, !=, <, >, <=, >=

So, for example, the following complex if tag:

{% if a == b or c == d and e %}

…will be interpreted as:

(a == b) or ((c == d) and e)

If you need different precedence, you will need to use nested if tags. Sometimes that is better for clarity anyway, for the sake of those who do not know the precedence rules.

The comparison operators cannot be ‘chained’ like in Python or in mathematical notation. For example, instead of using:

{% if a > b > c %}  (WRONG)

you should use:

{% if a > b and b > c %}

for ... empty ... endfor

Loops over each item in an array, making the item available in a context variable. For example, to display a list of athletes provided in item_list:

<ul>{% for item in item_list %}    <li>{{ item.name }}</li>{% endfor %}</ul>

You can loop over a list in reverse by using {% for obj in list reversed %}.

If you need to loop over a list of lists, you can unpack the values in each sublist into individual variables. For example, if your context contains a list of (x,y) coordinates called points, you could use the following to output the list of points:

{% for x, y in points %}    There is a point at {{ x }},{{ y }}{% endfor %}

This can also be useful if you need to access the items in a dictionary. For example, if your context contained a dictionary data, the following would display the keys and values of the dictionary:

{% for key, value in data.items %}    {{ key }}: {{ value }}{% endfor %}

The for loop sets a number of variables available within the loop:

Variable	Description
`forloop.counter`	The current iteration of the loop (1-indexed)
`forloop.counter0`	The current iteration of the loop (0-indexed)
`forloop.revcounter`	The number of iterations from the end of the loop (1-indexed)
`forloop.revcounter0`	The number of iterations from the end of the loop (0-indexed)
`forloop.first`	True if this is the first time through the loop
`forloop.last`	True if this is the last time through the loop
`forloop.parentloop`	For nested loops, this is the loop surrounding the current one

The for tag can take an optional {% empty %} clause whose text is displayed if the given array is empty or could not be found:

<ul>{% for item in item_list %}    <li>{{ item.name }}</li>{% empty %}    <li>Sorry, no items in this list.</li>{% endfor %}</ul>

with ... endwith

Caches a complex variable under a simpler name. This is useful when you need to have some variable to be accessible by another name (ex: topic as item).

For example:

{% with forum=topic.forum item=topic %}    Forum: {{ forum.name }}, Topic: {{ item.header }}{% endwith %}

The populated variable is only available between the {% with %} and {% endwith %} tags.

comment ... endcomment

`comment`

Ignores everything between {% comment %} and {% endcomment %}. For example, this is useful when commenting out some code temporary or add some comments to existing code.

Sample usage:

{% comment %}    This is commented text, not visible on the page{% endcomment %}

comment tags cannot be nested.

trans

The {% trans %} template tag translates either a constant string (enclosed in single or double quotes) or variable content:

<title>{% trans "This is the title." %}</title><title>{% trans myvar %}</title>

If you’d like to retrieve a translated string without displaying it, you can use the following syntax:

{% trans "This is the title" as the_title %}<title>{{ the_title }}</title><meta name="description" content="{{ the_title }}">

Also trans tag allows you to mark complex sentences consisting of literals and variable content for translation by making use of placeholders:

{% trans "This string will have {{ value }} inside." %}

To translate a template expression – say, accessing object attributes or using template filters – you need to bind the expression to a local variable for use within the translation block. Examples:

{% trans "That will cost ${{ amount }}." with amount=article.price %}

You can use multiple expressions inside a single trans tag:

{% trans "This is {{ book_t }} by {{ author_t }}"  with book_t=book|title author_t=author|title %}

This tag also provides for pluralization. To use it:

Designate and bind a counter value with the name count. This value will be the one used to select the right plural form.
Specify both the singular and plural forms. Provide plural form right after singular or in one argument as a var (list [singular, plural]).

An example:

{% trans "There is only one {{ name }} object." "There are {{ counter }} {{ name }} objects." count counter=list|length %}

If some var example_var has both strings in array as ["There is only one {{ name }} object.", "There are {{ counter }} {{ name }} objects."] you can pass that var directly

{% trans example_var count counter=list|length %}

A more complex example:

{% trans "That will cost $ {{ amount }} per year." "That will cost $ {{ amount }} per {{ counter }} years." with amount=article.price count counter=i.length %}

paginate ... endpaginate

The {% paginate %} template tag helps to build list of data with pages.

If you’d like to retrieve a translated string without displaying it, you can use the following syntax:

{% paginate topic_list.item_list by 10 %}  <ul>    {% for item in paginate.item_list %}      {{ item.name }}    {% endfor %}  </ul>  {{ paginate | default_pagination }}{% endpaginate %}

The code above will limit results in topic_list.item_list by 10 and create a paginator at the end of the list if there is more then 10 items available.

forum_item_list

The {% forum_item_list %} template tag returns a dict with data related to topic (article, ticket) list for specific forum or category. The first argument is a forum or a category to select topics. Returns data into variable followed after "as" parameter. Other optional arguments are available:

filter_status - status ID
filter_type - type ID
filter_tag - tag ID
order - order mode for the list. Accept these values:
- "newest" - order by date of creation DESC.
- "updated" - order by last date of update (new comment, status, etc) DESC.
- "comments" - order by count of comments DESC.
- "popular" - order by count of votes DESC.
- "downvotes" - order by count of negative votes DESC.
- "upvotes" - order by count of positive votes DESC.
- "top" - order by vote amount (difference between positive and negative votes) DESC)
- "categories" - order by category order (useful for articles)
user_filter - uses to filter by specific type related to the specific user. Accepts following values:
- "tickets" - all tickets related to the user.
- "topics" - all topics related to the user.
- "voted_topics" - all topics user voted for.

Returns dict of:

item_list - list of selected items (articles, topics or tickets)
... other parameters required to build filters for the list

Example:

{% forum_item_list forum order="updated" as topic_list %}{% for topic in topic_list.item_list %}    Topic header: {{ topic.header }}{% endfor %}

comment_list

The {% comment_list %} template tag returns a dict with data related to comment's list for specific topic, article or ticket. The first argument is a topic, an article or a ticket. Returns data into variable followed after "as" parameter. Other optional arguments are available:

order - order mode for the list. Accept these values:
- "newest" - order by date of creation DESC.
- "oldest" - order by date of creation ASC.

Returns dict of:

item_list - list of selected items (comments)
... other parameters required to build filters for the list

{% comment_list object order=order as comments %}

user_list

The {% user_list %} template tag returns a dict with data related to user's list. Returns data into variable followed after "as" parameter. Other optional arguments are available:

support_agents_only - returns only support agents if True.
users_only - returns only users (exclude support agents) if True.
filter_language - returns users who has the same language selected as on the current page if True.
limit - Integer limit of results.
order - order mode for the list. Accept these values:
- "newest" - order by date of profile creader DESC.
- "top_commenters" - order by count of comments in community DESC.
- "name" - order by name.
- "top_rating" - order by rating DESC.

Returns dict of:

item_list - list of selected users
... other parameters required to build filters for the list

Example:

{% user_list order="newest" limit=10 as user_list %}{% for user in user_list.item_list %}    User: {{ user.display_name }}{% endfor %}

url

The {% url %} template tag returns specific URL. The first argument is the URL name and may accept following values:

login_page.
new_ticket. Optionally accepts helpdesk forum as a second argument.
new_topic. Optionally accepts a community forum or category as a second argument.
category_list. Requires a community or a knowledge base forum or category as a second argument.
article_list. Requires a knowledge base forum or category as a second argument.
topic_list. Requires a community forum or category as a second argument.
community_home.

Feel free to contact us if you need a new link available via tag.

Example:

{% url "article_list" forum %}

link

The {% link %} template tag returns an HTML link code for specific URL. It calls portal_url template tag and renders specific HTML code for URL returned. Accepts all the same parameters as portal_url plus additional keyword parameters:

label - text on the link
target - target parameter for the link

Example:

{% link "article_list" forum label="Open article list" target="_blank" %}

avatar

The {% avatar %} template tag returns an HTML code for user's avatar. Accepts user as a first parameter. Also has additional optional parameter:

size - size of avatar in pixels (integer)
alt - alt parameneter for img code (text)

Example 1:

{% avatar user %}

Example 2:

{% avatar user size=64 alt="Avatar alt text" %}

user_link

The {% user_link %} template tag returns an HTML code with user's name and link to his profile (in the future when public profile will be available). Accepts user as a first parameter. Also has additional optional parameter:

target - where open the link ("_self" or "_blank")

Example:

{% user_link user %}

image

The {% image %} template tag returns an HTML code with image for object. You can use the tag to render images for categories, forums, topic types, etc. It will render code with either image or font awesome icon depend on what you've selected for the object in the project settings. Accepts object as a first parameter. Also has additional optional parameters:

width- image width.
height - image height.
add_class - CSS class to add to the image
icon_type - Type of iconf for font awesome icons ("default" or "circle")
alt - alt text for the image HTML tag

Example:

{% image topic.type.image height=18 %}

language_selector

The {% language_selector %} template tag generates HTML for user to select portal interface language.

Example:

{% language_selector %}

user_or_signin

The {% user_or_signin %} template tag generates HTML for user to show his avatar and menu or "sign in" label if user is not authenticated. Has an optional parameter:

avatar_size - size of avatar in pixels (integer).

Example:

{% user_or_signin %}

search_form

The {% search_forms %} template tag generates HTML to show search field for portal content. Has an optional parameter:

forum - forum where to perform the search. If not provided we do search in all available forums.
placeholder - placeholder text for the field.

Example:

{% search_form placeholder="Search here..." %}

navigation

The {% navigation %} template tag generates HTML to show navigation bar for your portal. Has an optional parameter:

add_icons - adds icons next to each menu item.

Example:

{% navigation add_icons=True %}

new_topic_form

The {% new_topic_form %} template tag generates HTML to show form for new topic.

Example:

{% new_topic_form %}

new_ticket_form

The {% new_ticket_form %} template tag generates HTML to show form for new ticket.

Example:

{% new_ticket_form %}

new_comment_form

The {% new_comment_form %} template tag generates HTML to show form for new comment.

Example:

{% new_comment_form %}

forum_item_list_filters

The {% forum_item_list_filters %} template tag generates HTML to show filters for list of topics, articles or tickets (type filter, status filter, tag filter, order, etc.). As input data accepts result of forum_item_list tag.

Example:

{% forum_item_list forum order="updated" as item_list %}{% forum_item_list_filters item_list %}

comment_filters

The {% comment_filters %} template tag generates HTML to show filters for list of comments (order, etc.). As input data accepts result of comment_list tags.

Example:

{% comment_list forum order="updated" as item_list %}{% comment_filters item_list %}

breadcrumbs

The {% breadcrumbs %} template tag generates HTML to show breadcrumbs for current page of your portal. Has an optional parameters:

add_last - show or hide last item in breadcrumbs.
add_home - show or hide first item (home) in breadcrumbs.

Example:

{% breadcrumbs add_last=False %}

topic_voting

The {% topic_voting %} template tag generates HTML to show voter for a topic. Requires a topic as a first argument. Has an optional parameter:

template - name of template to use to generate the voter. You can use your custom template.

Examples:

{% topic_voting topic %}

{% topic_voting topic template="my_custom_voter" %}

article_voting

The {% article_voting %} template tag generates HTML to show voter for an article. Requires an article as a first argument.

Example:

{% article_voting article %}

follow_button

The {% follow_button %} template tag generates HTML to show follow button for an object. Requires an object as a first argument. The object can be one of the following: topic, article, ticket, forum, category.

Examples:

{% follow_button forum %}

{% follow_button topic %}

comment_voting

The {% comment_voting %} template tag generates HTML to show voter for a comment. Requires a comment as a first argument.

Example:

{% comment_voting comment %}

comment_actions

The {% comment_actions %} template tag generates HTML to show a comment actions (reply, edit, etc). Requires a comment as a first argument.

Example:

{% comment_actions comment %}

login_panel

The {% login_panel %} template tag generates HTML to show login panel page depends on project settings (login/password, social sign in buttons, SSO, remind password link, registration link, etc).

Example:

{% login_panel %}

password_reset_form

The {% password_reset_form %} template tag generates HTML to show password reset form.

Example:

{% password_reset_form %}

user_signup_form

The {% user_signup_form %} template tag generates HTML to show Sign Up form.

Example:

{% user_signup_form %}

login_openid_form

The {% login_openid_form %} template tag generates HTML to show Login via OpenId form (the form that user sees when click OpenId sign in button in login panel).

Example:

{% login_openid_form %}

user_settings_form

The {% user_settings_form %} template tag generates HTML to show user's profile settings form for current user.

Example:

{% user_settings_form %}

user_password_change_form

The {% user_password_change_form %} template tag generates HTML to show password change form for current user.

Example:

{% user_password_change_form %}

user_notifications

The {% user_notifications %} template tag generates HTML to show user's notification settings for current user.

Example:

{% user_notifications %}

related_articles

The {% related_articles %} template tag generates HTML to show articles related to provided article. Requires an article as a first argument. Has an optional parameter:

limit - limit count of related articles (1-10, default 5)

Examples:

{% related_articles article %}

{% related_articles article limit=10 %}

item_prev_and_next_links

The {% item_prev_and_next_links %} template tag generates HTML to show links to previous and next items if exists. Created specially for knowledge base to show previous and next articles but also can be user to show previous and next topics and tickets. Requires an article (topic, ticket) as a first argument. Show links only if they exist. For example, if this is a first item the link to previous will not be shown.

Example:

{% item_prev_and_next_links article %}

share_buttons

The {% share_buttons %} template tag generates HTML to show share in social networks buttons for a page. Usually used on topics and articles pages.

Example:

{% share_buttons %}

satisfaction_survey

The {% satisfaction_survey %} template tag generates HTML to show satisfaction survey for current topic (or ticket) to author. If user is a support agent and not an author of the topic (or ticket) the tag shows satisfaction survey results for current topic (or ticket).

Example:

{% satisfaction_survey %}

user_page_menu

The {% user_page_menu %} template tag generates HTML to show user's profile page menu (side menu like settings, topics, tickets, etc). The menu generates depends on current user and project settings.

Example:

{% user_page_menu %}

forum_selector

The {% forum_selector %} template tag returns an object that contains information to show forum selector and selected forum as well. This is helpful tag if you have more than one Helpdesk or Community forum because the list shows only one forum on time. So, you can let the user to change the forum displayed. Requires a forum list as a first argument. Has an optional parameter:

view_type - type of element (selector) rendered in html parameter. Can be "select" (default) or "dropdown_button"

Returns object with attributes:

selected - forum (from the list) selected on current page
item_count - count of forums in the list
item_list - list of forums
html - html code to add selector

Example:

{% forum_selector forums as forum_selector %}{{ forum_selector.html }}{% topic_list forum_selector.selected order="newest" user_filter=portal.section as list_items %}{% for item in list_items.item_list|limit:10 %}    Topic: {{ item.name }}{% endfor %}

date_format

The filter returns a string representation of the datetime in specific format

Parameter "format" can consists of these values:

Format character	Description	Example output
Day
`d`	Day of the month, 2 digits with leading zeros.	`'01'` to `'31'`
`j`	Day of the month without leading zeros.	`'1'` to `'31'`
`D`	Day of the week, textual, 3 letters.	`'Fri'`
`l`	Day of the week, textual, long.	`'Friday'`
`S`	English ordinal suffix for day of the month, 2 characters.	`'st'`, `'nd'`, `'rd'` or `'th'`
`w`	Day of the week, digits without leading zeros.	`'0'` (Sunday) to `'6'` (Saturday)
`z`	Day of the year.	`1` to `366`
Week
`W`	ISO-8601 week number of year, with weeks starting on Monday.	`1`, `53`
Month
`m`	Month, 2 digits with leading zeros.	`'01'` to `'12'`
`n`	Month without leading zeros.	`'1'` to `'12'`
`M`	Month, textual, 3 letters.	`'Jan'`
`b`	Month, textual, 3 letters, lowercase.	`'jan'`
`E`	Month, locale specific alternative representation usually used for long date representation.	`'listopada'` (for Polish locale, as opposed to `'Listopad'`)
`F`	Month, textual, long.	`'January'`
`N`	Month abbreviation in Associated Press style. Proprietary extension.	`'Jan.'`, `'Feb.'`, `'March'`, `'May'`
`t`	Number of days in the given month.	`28` to `31`
Year
`y`	Year, 2 digits with leading zeros.	`'00'` to `'99'`
`Y`	Year, 4 digits with leading zeros.	`'0001'`, …, `'1999'`, …, `'9999'`
`L`	Boolean for whether it’s a leap year.	`True` or `False`
`o`	ISO-8601 week-numbering year, corresponding to the ISO-8601 week number (W) which uses leap weeks. See Y for the more common year format.	`'1999'`
Time
`g`	Hour, 12-hour format without leading zeros.	`'1'` to `'12'`
`G`	Hour, 24-hour format without leading zeros.	`'0'` to `'23'`
`h`	Hour, 12-hour format.	`'01'` to `'12'`
`H`	Hour, 24-hour format.	`'00'` to `'23'`
`i`	Minutes.	`'00'` to `'59'`
`s`	Seconds, 2 digits with leading zeros.	`'00'` to `'59'`
`u`	Microseconds.	`000000` to `999999`
`a`	`'a.m.'` or `'p.m.'` (Note that this is slightly different than PHP’s output, because this includes periods to match Associated Press style.)	`'a.m.'`
`A`	`'AM'` or `'PM'`.	`'AM'`
`f`	Time, in 12-hour hours and minutes, with minutes left off if they’re zero. Proprietary extension.	`'1'`, `'1:30'`
`P`	Time, in 12-hour hours, minutes and ‘a.m.’/’p.m.’, with minutes left off if they’re zero and the special-case strings ‘midnight’ and ‘noon’ if appropriate. Proprietary extension.	`'1 a.m.'`, `'1:30 p.m.'`, `'midnight'`, `'noon'`, `'12:30 p.m.'`
Timezone
`e`	Timezone name. Could be in any format, or might return an empty string, depending on the datetime.	`''`, `'GMT'`, `'-500'`, `'US/Eastern'`, etc.
`I`	Daylight saving time, whether it’s in effect or not.	`'1'` or `'0'`
`O`	Difference to Greenwich time in hours.	`'+0200'`
`T`	Time zone of this machine.	`'EST'`, `'MDT'`
`Z`	Time zone offset in seconds. The offset for timezones west of UTC is always negative, and for those east of UTC is always positive.	`-43200` to `43200`
Date/Time
`c`	ISO 8601 format. (Note: unlike other formatters, such as “Z”, “O” or “r”, the “c” formatter will not add timezone offset if value is a naive datetime (see `datetime.tzinfo`).	`2008-01-02T10:30:00.000123+02:00`, or `2008-01-02T10:30:00.000123` if the datetime is naive
`r`	RFC 5322 formatted date.	`'Thu, 21 Dec 2000 16:01:07 +0200'`
`U`	Seconds since the Unix Epoch (January 1 1970 00:00:00 UTC).

Example:

{{ article.created_on|date_format:"Y.m.d" }}

powered_by_userecho

The {% powered_by_userecho %} template tag generates HTML to add "Powered by UserEcho" to your page. This tag is required to use if you do not have white-label option in your service plan!

Example:

{% powered_by_userecho %}

set_meta

The {% set_meta %} template tag helps you to set some META variables that we use to generate your page or even you can use in templates "above". For now we only use this parameter:

body_class - html classses to be add to <BODY> html tag.

Example:

{% set_meta body_class="my-body-class" %}

suggested by: Vladimir Mullagaliyev

Revamp Your Knowledge Management: Introducing Article Versioning to Our Knowledge Base Service [articles]

2023-02-03T22:39:21+00:00

As the world becomes increasingly digital, the demand for knowledge management solutions has never been higher. With this in mind, we are proud to announce that we have added article versioning to our Knowledge Base service. This new feature is a game-changer for businesses that need to manage and track changes to their knowledge base content.

Article versioning is a powerful tool that enables businesses to keep a complete history of changes made to articles in their knowledge base. This means that teams can revert to an earlier version of an article if necessary, without losing any important information or content. It also allows for easy collaboration between team members, as multiple people can work on the same article at the same time, with each version being saved and tracked.

With this new feature, businesses can now have complete confidence in their knowledge base, knowing that all changes are tracked and that important information is never lost. This is especially important for businesses that need to maintain accurate information for regulatory or compliance reasons.

The article versioning feature is simple to use and intuitive. When creating or editing an article, users can see a list of all previous versions, and they can compare the changes made to each version. This makes it easy to see who made changes and when, as well as to revert to an earlier version if necessary.

We understand that our customers rely on our Knowledge Base service to manage their critical business information, and that's why we are always looking for ways to improve and enhance our service. The addition of article versioning is just one example of our commitment to providing the best possible solution for our customers.

In conclusion, we are thrilled to announce the addition of article versioning to our Knowledge Base service. This new feature will provide our customers with greater control, confidence, and flexibility when managing their critical business information. Whether you are looking to improve collaboration, track changes, or maintain accurate information, article versioning is the solution you need.

Read more details about UserEcho Knowledge Base service here

suggested by: UserEcho Support

Why adding a comment does not promote a post to "recently updated topics"? [questions] [answered]

2023-01-05T14:53:53+00:00

I've just commented a (quite old) post, and would expect it to be moved up in the "recently updated topics" list.

But this does not happen. Refreshed the browser. Still this post won't move up.

Browser: Edge 108.0 on Win11.

https://smartgit.userecho.com/

UserEcho Support replied:

Hi Pavel,

This project has label "Last updated topics" but actually in settings they setup order by topic creation date, that's why you topic with new comment is not appears on top, if they update ordering to "last updated" everything will work as expected.

Bug in image size (ratio) with mobile version? [bugs] [fixed]

2022-12-07T21:01:58+00:00

Hello,

I observed that, only for some images, the ratio is not kept when displaying the image (on iOS, with Safari).

But, all the more surprising, the same image shows the correct ratio if the user tap it to show it at maximal size.

Wouldn't there be a little bug with the image ratio on mobile, just when displaying the image in the text of a contributor? And being correctly handled when displayed at maximal size?

One recent example (with the blue Disney image): https://laboxideale.userecho.com/en/communities/1/topics/166-application-disney

Best regards.

Vladimir Mullagaliyev replied:

Ability for author to create "Author & Support agents" private comments [ideas] [under review]

2022-11-01T20:54:21+00:00

Currently, Support Agents can create comments marked as "Author & Support agents" which we use to add extra details to topics that should not be publicly visible (client/sensitive details, configuration, etc.). However there doesn't appear to be a way for the author of a topic to set this visibility on their own comments, they need to request a Support Agent to create a private comment that they can reply to. Please add the ability for authors to create their own private threads.

UserEcho Support replied:

If user want to create a private thread, he can use "Create a private ticket link"

Is it suitable for you?

Can I see which users voted for a specific idea? [articles]

2022-09-16T14:58:38+00:00

Yes, you can do this if you have a PAID service plan. The menu is available in the agent interface under additional options menu.

You will see popup with detailed info about voters.

Vladimir Mullagaliyev replied:

Hello Gabriella,

This article does have an old screenshot, but it still works the same way.

How to use context data in email templates [articles]

2022-09-15T12:42:49+00:00

Available in service plans: Advanced, Universal

Each email template has own context data. To see all available context for selected notification click on "Availablecontext" button. You will see some JSON data.

Example:

{    "project": {        "mail_footer": "",         "name": "UserEcho",         "is_white_labeled": false,         "alias": "feedback",         "logo": "/s/logos/1/1_1.png",         "id": 1    },     "notification": {        "url": "",         "is_reply_allowed": false,         "user": {            "rating": 245.02,             "name_and_title": "Vladimir Mullagaliyev (co-founder)",             "is_authenticated": true,             "is_staff": true,             "id": 3,             "date_joined": "2009-12-06T06:19:27Z",             "name": "Vladimir Mullagaliyev",             "language": "en",             "title": "co-founder",             "slug": "vladimir-mullagaliyev",             "avatar_url": "/s/cache/00/05/0005b4fa20ceaa5106e6b57582177c92.png",             "last_login": "2015-10-13T20:05:31.588Z"        }    }}

To add some data from context to your template just place code {{path.to.context.variable}}

Example 1: if you would like to add user's name:

{{notification.user.name}}

Example 2: if you would like to add you project's logo:

<img src="{{project.logo}}" width="100" height="100">

Rune Mai (spiir) replied:

:Thumbs up: Thanks!

Интеграция с Fiberly.io [ideas]

2022-09-08T16:43:10+00:00

Добавить интеграцию с сервисом https://fibery.io/

suggested by: UserEcho Support

Abilit to split a single topic into multiple topics [ideas] [completed]

2022-09-02T15:26:23+00:00

Users sometimes include multiple requests or ideas inside a single topic. It would be great to be able to split a single topic into multiple topics such that each resulting topic appears as submitted by the original topic submitter. We could then edit the resulting topics down to contain only one idea each.

Here's the workflow we imagine:

1. User submits a topic that includes requests #1, #2, and #3.

2. Agent splits the topic into three separate topics.

3. Agent edits one of the topics to include only #1, the next one to include only #2, and the last one to include only #3.

I suppose in this sense, split=duplicate.

thomas richardson replied:

Ah that's great - thank you Vladimir!

Функция - "Лучший ответ" [ideas] [under review]

2022-07-21T19:16:37+00:00

Здравствуйте, есть ли уже или возможно сделать функцию где тот кто задал вопрос на Форуме сообщества может выбрать "Лучший ответ", и чтобы этот лучший ответ переместился в Топ, в самый верх под вопрос. Это удобно. Человек зашел посмотреть чей-то вопрос и сразу под ним увидел лучший ответ. И сделать настройку баллов для рейтинга. Чтобы те чьи ответы были выбраны как лучшие получали больше баллов за это в рейтинге.

Спасибо

pakvartanyan replied:

Спасибо! Если у вас получится, было бы классно. Это удобно для других людей, которые ищут ответ на вопрос и быстро находят лучший вариант. Сотрудник поддержки не всегда может объективно выбрать что прикрепить вверх.

How to collect users requests from your iOS application to the UserEcho Helpdesk. [articles]

2022-07-20T21:09:55+00:00

What is UserEcho contact form for iOS?

The contact form provides an immediate, convenient way for users to ask the company questions. You can see how contact form look on the video below below.

Contact form settings

For your form, you can specify a name it is used for convenience and in it you can write what your form is for or where it is located. This is useful if you will be using multiple forms on your resources.

Select the interface language for the form if your site supports multiple languages.

Customize the color of the buttons on the form

Set the title that will be on the form.

Select the Helpdesk where the requests with the form will go if you have more than one helpdesk.

Click on the button [1] as shown in the screenshot and set allowed domains to *. This will allow widget to load from iOS app WKWebview

During customization, a preview of the form will be displayed on the right so you can always see how your form will look. The only difference is that its width is dynamic and it will occupy the entire width allotted for it on your mobile application.

After changing the form settings, click the save button and you can proceed to installing the form code on the site.

Embedding the contact form into your iOS application

On the list of widgets, click the blue button opposite the widget [1] and collect widget ID 1.1.14 on the screenshot.

Open xcode and follow instructions

This example uses swift language.

Create a UEView.swift file

import SwiftUIimport WebKit struct UEView: UIViewRepresentable {     var ue_widget_id: String     func makeUIView(context: Context) -> WKWebView {        return WKWebView()    }     func updateUIView(_ webView: WKWebView, context: Context) {        let content = String("<meta name="viewport" content="width=device-width, initial-scale=1.0, maximum-scale=1.0, minimum-scale=1.0, user-scalable=no"><script src="<a href="https://linkhub.userecho.com/s/cdn/widget/v3.js?id=\(ue_widget_id)"></script><div" class="redactor-autoparser-object">https://linkhub.userecho.com/s... id='ue-embedded-form'>")                webView.loadHTMLString(content, baseURL: nil)    }}

Now use it in your ContentView

struct ContentView: View {    @State private var showUEView = false        var body: some View {                NavigationView {            List {                NavigationLink("Ask an question") {                    UEView(ue_widget_id: "32851.1.2")                }            }        }    }}

That's it. You will have UserEcho contact form embedded in your application

suggested by: UserEcho Support

Can I embed the UserEcho support portal in a mobile app? [articles]

2022-07-19T03:31:41+00:00

Yes, this is possible. Just follow these steps:

Detailed instruction, how to embed UserEcho into Android application.

Detailed instruction, how to embed UserEcho into iOS application.

How to collect users requests from your iOS application to the UserEcho Helpdesk.

suggested by: UserEcho Support

Is there a way to keep user comments in forum in moderation until they confirm their email address? [ideas] [completed]

2022-07-18T03:38:36+00:00

My problem is that there are people who register fake accounts in order to post comments on my forum. These are not bots, but deliberate people, who don't want to use their real email addresses. I'd like to keep such comments invisible to the rest of the people (and don't send out email notifications regarding these replies) unless the commenters have confirmed their email addresses. Is this possible at all?

neochief replied:

Thank you, Vladimir!

GA4 support [questions] [answered]

2022-05-12T18:58:35+00:00

Google is retiring Universal Analytics next year. Instead you should use GA4 (Google Analytics 4). Can we connect a GA4 property to our UserEcho account?

Ulrik Zakariasson replied:

Thank you, works fine.

We should have (Manage Collaborators) command in Ticket view [ideas] [completed]

2022-05-04T16:48:57+00:00

When we open a ticket in Ticket View we have some of the commands in the side bar of the page, but not (Manage Collaborators).

Add a collaborator to the ticket we should go to the support agent interface and try to find the ticket in the large list of tickets to add a new collaborator to it.

Vladimir Mullagaliyev replied:

Выгрузка базы знаний в pdf - формирование мануала [ideas] [completed]

2022-05-04T16:33:37+00:00

Здравствуйте! Ко мне сегодня обратился пользователь с интересной просьбой - можно ли выгрузить нашу базу знаний (а по сути это справка по системе) в pdf. То есть им нужна печатная версия мануала. Наверное, функция экзотическая, но в целом идея мне показалось интересной, т.к. в нашей базе знаний всегда самая актуальная версия справки.

Vladimir Mullagaliyev replied:

Здравствуйте,

Такая возможность сейчас есть. Мы делаем экспорт базы пока по запросу.

Изменить аватар сотрудника поддержки? [ideas] [completed]

2022-05-04T16:23:38+00:00

Добрый день!

Подскажите пожалуйста, есть ли возможность изменять аватар сотрудника поддержки если я вхожу в список администраторов проекта?

Vladimir Mullagaliyev replied:

Microsoft Teams Connector [ideas] [completed]

2022-05-04T16:22:08+00:00

With the preview release of Microsoft Teams, a UserEcho connector similar to the Slack integration would be fantastic! Here are some resources that might be useful.

Vladimir Mullagaliyev replied:

Chat messages don't get transferred [bugs] [fixed]

2022-05-04T16:17:46+00:00

I embedded chat into my dashboard.
When I open it up, and write a line, I get in on my UserEcho dashboard.
But when I'm replying to it, it doesn't show. I do see that userecho.com/http-bind gets resolved, and my reply message is in it, but it doesn't appear in the chat window.
After this, the connection breaks, and whatever I write from the dashboard, doesn't show on the agent interface, and vice versa.

The only way I can make it work is when I reload the page. Then I see the chat window.

Is use the following script to initiate the UserEcho module:

var _ues = {    host:'reevio.userecho.com',
    forum:'44129',
    lang:'en',
    tab_show:false
};

(function() {
    var _ue = document.createElement('script'); _ue.type = 'text/javascript'; _ue.async = true;
    _ue.src = ('https:' == document.location.protocol ? 'https://' : 'http://') + 'cdn.userecho.com/js/widget-1.4.gz.js';
    var s = document.getElementsByTagName('script')[0]; s.parentNode.insertBefore(_ue, s);
})();

Vladimir Mullagaliyev replied:

При вводе сообщения клиентом в чате отражать рядом похожие вопросы. [ideas] [under review]

2022-05-04T15:50:43+00:00

Здравствуйте. Было бы хорошо чтобы когда клиент писал свой вопрос в чате рядом с чатом или еще как-то отображались ответы из базы знаний и форума.

По возможности чтобы он мог или продолжить печать и задать вопрос оператору или перейти по ссылке.

Пример с вашего же форму когда я начинал печатать сообщение.

Виталий Новиков replied:

Идея как это можно организовать на примере тильды:

Собственные статусы тем [questions] [answered]

2022-05-04T15:47:26+00:00

Здравствуйте,

Подскажите, пожалуйста, есть ли в вашем сервисе возможность создания собственных статусов для тем?

Если есть то скиньте, пожалуйста, инструкцию как их создать

Vladimir Mullagaliyev replied:

Сергей, здравствуйте.

Да, такая возможность есть. Вам нужно зайти в Настройки Проекта -> Форум сообщества -> Типы топиков / Статусы.

На нужно типе нажать на редактирование статусов и добавить нужные вам.

UserEcho

User Satisfaction in the Helpdesk [articles]

How it Works

Satisfaction Reporting

How Live Chat Can Help Your Business Grow: A Closer Look at UserEcho [articles]

1. Instant Support = Happier Customers

2. More Conversions, More Sales

3. Understand Your Customers Better

4. Build Trust & Human Connection

5. Reduce Workload with Smart Routing and Automation

Final Thoughts: Chat That Works For Your Business

Custom Fields for Topics, Tickets, Users, and Knowledge Base Articles [articles]

SSO integration [articles]

How to include an article content into another article [articles]

Support Portal Themes [articles]

Support Portal Templates [articles]

Context

Structure

Pages Content

How to change notification settings (subscriptions) [articles]

Variant 1: I want to change my own subscriptions for a project.

Variant 2: I'm a project administrator. My user doesn't want to receive notifications.

Variant 3: I'm a project administrator. My user doesn't understand how to change subscriptions.

I also have a special case:

How to reset your UserEcho password [articles]

How to show "updates" count to users on my site (with link to UserEcho) [articles]

Как настроить стиль для user_or_signin? [questions] [answered]

Номера страниц возле названий тем форума? [ideas] [under review]

Available interface languages in the UserEcho [articles]

Голосуем за простые смайлы Emoji (эмодзи) 🎅🏾 [ideas] [under review]

How to report a vulnerability in UserEcho [articles]

How to report a vulnerability

What we expect from you

What'll happen next?

Bounty Ineligible Issues

List of security contributors

Optimizing Park District Operations: Leveraging UserEcho Helpdesk, Knowledge base, and Feedback Forum Solutions [articles]

How to make a poll on your UserEcho community [articles]

How to archive old user tickets and notify users that they need to open a fresh ticket instead of writing to old one [articles]

UserEcho widgets [articles]

1. Widget with button

2. Built-in contact form

3. Widget API - Custom link or button to call widget

How to add widget with custom widget link (invisible button) [articles]

How to move article to another Knowledge Base? [articles]

How to create a new article? [articles]

How to change order of Knowledge Base articles [articles]

How to enable user rating for the Knowledge Base articles? [articles]

How to create Knowledge Base (FAQ) for your community [articles]

How to add knowledge base

Additional Information

How to open Knowledge Base editor? [articles]

Ability to perform sign up and post by API [questions] [answered]

Six+ years of consistently outstanding service - thank you! [praises] [thanks]

Delete your account [articles]

Support Portal Template Tags and Filters [articles]

Template Tags

== operator

!= operator

< operator

> operator

<= operator

>= operator

in operator

not in operator

is operator

is not operator

comment

Revamp Your Knowledge Management: Introducing Article Versioning to Our Knowledge Base Service [articles]

Why adding a comment does not promote a post to "recently updated topics"? [questions] [answered]

Bug in image size (ratio) with mobile version? [bugs] [fixed]

Ability for author to create "Author & Support agents" private comments [ideas] [under review]

Can I see which users voted for a specific idea? [articles]

How to use context data in email templates [articles]

Интеграция с Fiberly.io [ideas]

Abilit to split a single topic into multiple topics [ideas] [completed]

Функция - "Лучший ответ" [ideas] [under review]

How to collect users requests from your iOS application to the UserEcho Helpdesk. [articles]

What is UserEcho contact form for iOS?

Contact form settings

`==` operator

`!=` operator

`<` operator

`>` operator

`<=` operator

`>=` operator

`in` operator

`not in` operator

`is` operator

`is not` operator

`comment`