Herodesk

Latest from Herodesk

Everything about out product updates, company announcements and other relevant news.

Making the live chat feel more… Live!

Making the live chat feel more… Live!

Here are the updates this week: Automatic interface updates The first thing we’ve introduced are a set of features that automatically update the Herodesk interface whenever there's a change. This means you can focus on your conversations, knowing that the interface is always up to date. When a message is added to a conversation, automatically add it to the conversation list When a conversation changes status, automatically remove it from the conversation list if it no longer meets the criteria of your view (fx if it changes status from “Pending” to “Open” and you’re viewing the “Pending” conversations, remove it from the list) Update the inbox list with the number of unread messages instantly (before, there was up to 30 seconds delay) Show who is viewing what conversations in the conversation list and update it as your colleagues work their way through the pending conversations All of this now happens on the fly, so you do not need to refresh the screen (as you had to before) to get an updated view. Automatically load new messages When you have a conversation with a customer open, Herodesk will not automatically load new messages from the customers as they come in. Before, again, you had to refresh your browser to see the newest messages. In addition, changes to the conversation (such as changes to its status, inbox, or assignee) are also added on the fly. This makes it much faster to work in Herodesk and gives you a smoother feeling when working in our system. Show when someone is typing… When a conversation with a customer is via our new Live chat, the following improvements have been implemented: In the live chat widget on your website: Show when you (or one of your colleagues) have started typing a message In Herodesk, when chatting with a customer: Automatically load new messages that the customer sends via the Live chat (no need to refresh) Show when the customer is typing a message and display the draft as they are typing it in real time! The last improvement—showing drafts as they are being typed in real-time—is especially neat, giving you a head start on replying to the customer. — We’ll continuously release updates like these to improve the user experience when working with Herodesk. Much of this is based on feedback from our customers, so please share your wishes and opinions with us so we can use your feedback to improve.

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Anders Eiler
Anders Eiler
Jun 14, 2024
Top 5 Customer Service Challenges for E-commerce Webshops - and How to Solve Them

Top 5 Customer Service Challenges for E-commerce Webshops - and How to Solve Them

1. Overview of Multiple Communication Channels Keeping track of the many customer inquiries and questions that flood one inbox after another is not always easy. Who is responsible for which channel? And have you replied to them all? This is a challenge that many can relate to, and it often clashes with the desire to give customers the best experience when they need help, for instance, with a product return or questions related to a purchase. Today, companies are present on multiple media and platforms to be where their customers are. But this requires maintenance, time, hands – and, not least, an overview. Herodesk offers you an omnichannel support solution where all your channels are centralized and gathered in one place. This includes Instagram, Messenger, Live Chat, and Email. You can communicate with your customers on all channels in one place – making it easier, faster, and more accessible. With our helpdesk tool, you and your team ensure that you never miss a customer inquiry again. 2. Distribution of Responsibilities Among Multiple Employees Customer service is distributed among several different employees in many companies, and challenges quickly arise when many emails and messages need to be answered. But how do you avoid confusion and ensure that all tasks are handled? Often, one email address receives all incoming customer inquiries, which then pile up in the inbox. This is both unmanageable and inefficient because it often leads to forgotten emails that remain unanswered. The overview was lacking, and a customer did not receive an answer to their questions, leaving them dissatisfied. Fortunately, a customer service tool now eliminates the unstructured inbox. With Herodesk, all customer inquiries across channels are gathered in one place, and you can then assign each inquiry to a specific employee. The inquiry can now be seen under his/her “My Conversations,” and there is no doubt about who is responsible for which inquiry. You can also create so-called “Shared Inboxes,” which allow you to group your conversations with customers within a given category. Perhaps you are part of an international company working with customers in several different countries, where it would be optimal to categorize them by country or language. It could also be that you have several different teams, such as sales, marketing, and administration, where it makes sense to group conversations accordingly. With Herodesk, you design it precisely to make sense for you and your team. 3. Slow Response Times Slow response processes are as frustrating for your customers as roadworks on a Monday morning. It just doesn’t work in practice, and it ruins the rest of the day. You are undoubtedly already familiar with this challenge, which you have tried several times to plan, structure, and streamline without success. And just like roadworks, sometimes you need a machine’s help. Herodesk offers Auto Responders, which automatically sends messages to customers when they enter the system. When a new conversation opens, you can set Herodesk to automatically send a message to the customer with information on when they can expect a response, if there is a holiday, or similar. Similarly, you can also send an automatic message when a conversation is closed. This could be with a customer satisfaction survey, for example. Many are actually bad at following up on whether their customers had a good experience or if they have feedback that can be used to optimize the customer experience in the future. When something is automated, we don’t forget it, and it provides much better customer service. Both now and in the future. Doesn’t that sound smart? We think so, too – and that’s why it’s also one of our most popular features. 4. Answering the Same Questions Every Day You open the inbox. You’ve seen the questions before, and now you have to answer them again. Although it’s entirely natural for customers to have the same questions that require the same answers, it quickly becomes time-consuming when you have to repeat yourself several times a week. Maybe you’ve thought: “Isn’t there an easier way to do this?” Yes, there is – and the answer is Herodesk. We’ve ensured a Quick Replies function. Here, you can predefine a text that can be quickly forwarded to the customer when the same question pops up in your inbox. With keyboard shortcuts to open our Quick Replies menu, answering your customers' questions has never been easier. Find the answer, insert it, and send the message. With a few clicks, the customer has received a satisfactory answer to their question, and you have more time to handle the more resource-intensive inquiries. You can create as many as you and your team need and choose who can access them. 5. Lack of System Integrations You log in and out of systems daily to tackle the many tasks of running the business. But one system after another doesn’t play on the same team, and you can’t collect your data, orders, communication, etc., anywhere. When we started Herodesk, this was one of the first bumps in the road we wanted to eliminate; it should be easier to work with systems and first-class customer service. Therefore, you will find integrations with the webshop systems Shopify, DanDomain (both the new and Classic), WooCommerce, Magento, Shoporama, ideal.shop, and PrestaShop. That way, you immediately get an overview of your customer and order information that you need for customer handling and service. In addition to webshop integrations, as mentioned earlier in this post, you can access integrations that gather communication from different channels, including Instagram, Messenger, Email, and Live Chat. Herodesk also gives you access to a SmartPack integration, where you can keep track of the status and tracking codes of all orders. Herodesk is continuously optimized with new features, initiatives, and, not least, new integration possibilities. More will be added continuously, giving you even more opportunities to maximize our helpdesk tool. By tackling these challenges, your webshop can deliver a better customer service experience that satisfies your customers, creates loyalty, and promotes growth.

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Anders Eiler
Anders Eiler
Jun 11, 2024
Introducing Live Chat

Introducing Live Chat

With this update, we're bringing you a convenient way to connect with your customers. You can now create your own Live Chat and seamlessly add it to your website. This means your customers can write to you and chat directly with you, all through the new Live Chat feature. When setting up a new Live chat for your website, you can customise: The colors so it match your websiteWelcome messageOpening hoursExpected reply timeAdditional message to be sent if someone writes to you outside your opening hoursWhen a visitor sends a message to you via the Live chat, a new conversation is created in Herodesk and added to the “Pending”-list, along with your other email, Facebook and Instagram conversations. If the visitor writes to you for the first time, we’ll give them a random name in Herodesk. They can then choose to enter their name and e-mail address. If they do, they can choose to copy the chat conversation to e-mail so that when you reply from Herodesk, your message will be sent both to the visitor in the live chat and to their e-mail address. Regardless of how the contact replies, the reply will be added to the ongoing conversation. This is smart if they are writing to you outside of your opening hours so that when you reply several hours later, the contact will also receive your reply via e-mail. A visitor can create multiple conversations with you, and the live chat will remember who they are if they leave your website and come back later, so they can continue ongoing conversations. – You can create multiple live chats in your Herodesk and, for each, choose which inbox messages from visitors will be delivered to. This is smart if you have multiple websites or languages so that each widget can be customised accordingly. Live chats are available for both Herodesk Free and Herodesk Plus customers. Read more about the new Herodesk Live chat here.

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Anders Eiler
Anders Eiler
May 31, 2024
Block Spammers and Unwanted Messages

Block Spammers and Unwanted Messages

This update brings three new things to Herodesk: 1) Block contact You can now block a contact in Herodesk. If you do so, all future messages from this contact will automatically be marked as SPAM. If a contact is blocked by mistake, you can always unblock him. 2) A new Junk folder We’ve added a new smart folder named Junk to all Herodesk accounts. It contains all messages that are marked as Spam. You can disable it in your smart folder settings if you don't want it. 3) Added conversation status to rules With this update, you can create Rules and Smart folders that filters based on the status of a conversation. We’ve also added a new Rule to all Herodesk accounts that automatically block a contact if you mark one of his conversations as spam. This rule is disabled by default but can be enabled in the Rules settings. Putting all this together, it’s now possible ensure that when you mark one conversation from a contact as spam, all future messages from that contact will also be marked as spam. And you can see all these conversations in the new Junk folder. In the future, we’ll add functionality to detect spam automatically, so you won’t have to worry about it.

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Anders Eiler
Anders Eiler
May 7, 2024
Introducing Rules: A Power Feature to Customize Herodesk

Introducing Rules: A Power Feature to Customize Herodesk

Today, we are introducing Rules: A new power feature that will let you customize how Herodesk works to fit your business needs better. Imagine this: When a conversation has been open (waiting for the customer) for more than 72 hours, close it automatically. When a new conversation is created, if its subject contains the words “automatic reply” or “out of office”, delete it. In other words, by creating rules, you can modify and automate the handling of a series of events in Herodesk. This becomes truly powerful when combined with contact custom fields, tags and smart folders. For example: When a message is received in a conversation, if it is inbound (sent by the customer) and contains the word “return”, add the tag “Return” to the conversation. If you also have a smart folder that contains all conversations tagged with “Return,” all conversations containing that word will now automatically be added to that smart folder! Or … When a new conversation is created, if the contact has more than 10.000 Instagram followers, add a “VIP”-tag to the contact. Given that you have a smart folder that contains all conversations from contacts tagged with “VIP,” you know you should prioritize these conversations. There are hundreds, if not thousands, of ways to build Rules. A Rule’s structure is always like this: WHEN - [something happens] THEN - [add one/more conditions or events] Rules can trigger when a conversation is created, updated or has been open or pending for more than X time, when a message is added to a conversation or when a contact is created or updated. Then, there are many variables upon which you can build your conditions, including message content and contact custom fields. You can have as many And-If conditions as you need to ensure your rule only applies when you want it to. And finally, you can apply one of the current 13 pre-defined events, such as: Change status or assignee on a conversationAdd/remove tags from conversations or contactsAdd an internal note to the conversationSend a message to the customerStart new conversationDelete conversation In the future, we’ll add more conditions and events, such as e-commerce metrics (if the customer has purchased for more than X within the last Y months) and AI (if the customer sounds super angry, tag them with X). The possibilities are endless, and we’d also love to hear your ideas and suggestions about what conditions and events would make sense to you. The new Rules update is available to all Herodesk Plus customers now.

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Anders Eiler
Anders Eiler
May 2, 2024
Herodesk App is now available

Herodesk App is now available

We are super excited to announce the release of a project that we’ve been working on for the past weeks: Herodesk is now available as an iPhone app, Android app, and a desktop app, that works across platforms. How to install the Herodesk App Our app is built on a technology called PWA, which stands for “progressive web applications.” This means it’s not installed via the App Store but instead via the internet browser on your device. To install the Herodesk app: Open your browser (this must be Safari on iPhone)Go to https://app.herodesk.ioEnter your organization identifier and then sign inClick the “Share” icon and click “Add to Home Screen” That’s it. You now have Herodesk as an app on your mobile device. Push notifications Besides being able to reply your customers on-the-go, our new app comes with push notifications as well. Once you’ve installed the Herodesk app on your device you can enable push notifications by: Open the app on your deviceClick the menu at the top rightClick your name at the bottomClick “Push notifications” in the menuEnable push notifications Then you can decide what kind of push notifications you want. You can choose to receive one every time a conversation is assigned to your, and/or every time a new message is received in one of your selected inboxes. Finally, you can choose to have the icon on your home screen display the number of pending conversations in one of your inboxes or smart folders. — The new Herodesk App has the same functionality as our online system, so you’re not missing out on any functionality by using the app. If you have any questions or feedback, don’t hesitate to reach out to us!

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Anders Eiler
Anders Eiler
Apr 19, 2024
Herodesk is now available in Danish!

Herodesk is now available in Danish!

When we launched Herodesk six months ago, we intended to be available internationally from day one. We want to offer our products to customers across countries, time zones, and languages, so it felt natural to launch it in English. However, it seems that we’ve underestimated the importance of localising our product to the markets, languages, and customers we want to attract. That’s why we’re excited to announce that Herodesk is now available in both English and Danish! ?? Every user can decide for themselves which language to use in Herodesk. To change the language: Click on your profile picture in the upper right cornerChoose “Profile”Select your preferred language in the dropdown We’ll be sure to add more languages in the future as we start serving customers from more countries.

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Anders Eiler
Anders Eiler
Apr 5, 2024
Live Collaboration Updates

Live Collaboration Updates

We just released an update that significantly increases the collaboration between team members in Herodesk. Live Updates of who’s viewing a conversation Herodesk now shows you if multiple team members have the same conversation open. This is to avoid the scenario where multiple people are replying to the same conversation at the same time. If one of your teammates opens the conversation you are currently replying to, a “bubble” will appear at the top, showing that they just opened the conversation. This also applies at their end, so they can see that you have the same conversation open. This is updated in real time, so it always reflects who is working on what. New warning sign if someone is already replying to a conversation When you open a conversation, a yellow “warning sign” will appear next to the “send reply”-button if one of your colleagues is already in the process of typing a reply. These two features are the first in a series of upcoming updates that’ll improve the collaboration in Herodesk when multiple people are handling your customer questions. If you have ideas, suggestions or wishes to what the next should be, let us know at support@herodesk.io.

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Anders Eiler
Anders Eiler
Mar 17, 2024
New Magento 2 widget

New Magento 2 widget

We’re happy to announce that we’ve released a new integration for all Magento 2 webshops! Magento 2 is one of the most popular open source ecommerce platforms, and it’s especially popular among the larger webshops, due to its flexibility and scalability. We’ve been approached by a number of Magento 2 webshop owners who would like to connect their webshop with Herodesk. With this new widget we’re happy to say that it’s now possible! To get started, you need to create a new Integration in your Magento 2 admin. Unlike most of our other integrations, the installation must be initiated from within Magento. Use: Callback URL: https://app.herodesk.io/widgets/install/magento2/callback Identity link URL: https://app.herodesk.io/widgets/install/magento2 During setup in Magento, and our installation flow will automatically take care of the rest. Once connected, our widget will automatically find all orders matching your customers e-mail address in your Magento 2 webshop and display them with all their relevant details inside Herodesk. If you have any questions about how our new Magento 2 integration with Herodesk works, or you need help setting it up, don’t hesitate to contact us.

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Anders Eiler
Anders Eiler
Mar 11, 2024
New feature: Contact Custom Fields

New feature: Contact Custom Fields

While we’re constantly adding small improvements to Herodesk – largely based on the feedback from our users – once in a while, we release something big. This is one of those releases. Custom Fields on Contacts may not sound like a big deal, but this new feature will add an extra level to Herodesk and will let you customise it even more for your business. Don’t want to read the whole post? Just watch the video below! What are custom fields? A custom field lets you store data. We cannot have pre-defined fields for all the kind of data that our customers want to save about their customers. So, instead, you can now set up your own custom fields to save the data you need. This could be additional information about your customers, such as: Company nameNumber of employeesAnnual revenueLast date of purchaseVIP club memebership Etc., etc… The possibilities are endless. We support seven kinds of data in the new custom fields: Text – a raw text you can enterNumber – must be a numberCheckbox – yes or noDate – a dateDate & time – a date and a timeSelect (dropdown) – lets you choose one of a set of predefined optionsMulti-select – lets you choose one or more of a set of predefined options … and you can add as many custom fields as you need. How to use Custom Fields Saving a lot of data on or about your contacts doesn’t do much in itself. Now, how we’ve made it possible to integrate those data with the rest of Herodesk is where things get exciting. As of now, you can use custom fields in two ways. Display it in the Contact Widget on the right-hand side of every conversation. You can choose for each custom field whether its value should be displayed. Use it in Smart Folder rules. You can filter the value of each custom field in smart folder rules. For example, if the number of employees is larger than 10, if the last order date was less than one week ago, or if the annual revenue is larger than €1.000. In the future, we will add an API that lets you synchronise the custom fields with your backend systems to ensure they are always and automatically up to date, and you’ll be able to both set and read the values of custom fields in the upcoming “Rules”-feature – but more on that later. If you have any questions about the new Contact Custom Fields, don’t hesitate to contact us.

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Anders Eiler
Anders Eiler
Mar 7, 2024
Product Updates in February 2024

Product Updates in February 2024

Up until now, we’ve posted on the blog whenever we released a big, new feature for Herodesk. That has also been the case to some extent in February, as we posted when we released our SmartPack integration and Prestashop integration. That’s not all we’ve done in February, however, so in this post, we’ll catch up on all the other product enhancements we’ve released. The majority is based on feedback from you and our other customers. So thank you so much! It’s a great inspiration and we truly appreciate it and hope you can see, that we listen to your feedback and implement improvements as quickly as possible. Quick Search As more data is stored in your Herodesk, it gets increasingly difficult to find things. To help solve that, we’ve added a system-wide quick search functionality. It searches across conversations, contacts, attachments, inboxes, etc.. Use Cmd+k on your Mac (or Ctrl+k on Windows) to open the Quick Search menu. Start typing, and suggestions will appear below. Use the arrow keys to find the item you’re looking for and press “Enter” to open it. Attach multiple files Up until now, you’ve only been able to attach files to messages once. You can select multiple files, but you can’t select multiple files from different folders one at a time. This was obviously annoying. So we fixed it. Now, you can upload files one at a time, and they are shown with a neat preview, so you know exactly what you’re attaching to your messages. This applies to regular replies, internal notes and when you’re starting a new conversation with a contact. All the other stuff… We’ve also added features to: Merge conversations There can be a ton of reasons why you want to merge two conversations into one. Whatever they are, it’s now possible! Change contact of a conversation The most common use-case for this is you forward an e-mail manually to Herodesk. Then, the system will think that you are the contact that should receive the reply. Now, you can change the contact of the conversation so the right person receives the reply. If the contact you want to change the conversation to isn’t in your Herodesk yet, you can easily add them as part of the process. Xpressen T&T codes If you’re using Xpressen as a currier, then our e-commerce widgets will now show T&T codes for them. Lots of User Interface improvements We’ve made a lot of user interface improvements to Herodesk. Made it look nicer, gave it a better “feel”, and made it more mobile-friendly. We still don’t have an app, but that’s on the drawing board, too. Some of the things that are coming up are a Magento 2 widget, Custom Fields on Contacts, and Triggers/Workflows. If you have anything else you’d like us to add to the list, don’t hesitate to let us know

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Anders Eiler
Anders Eiler
Feb 22, 2024
New Prestashop widget

New Prestashop widget

We’ve gotten a lot of feedback recently from Prestashop webshop owners who like Herodesk but lack the integration between our helpdesk tool and their webshop platform. We are trying to accommodate as many small and mid-sized webshop owners as possible, and the priorities are, to some extent, decided by what our customers are asking for. So, because several have asked for a Prestashop integration, we’re happy to announce that it’s now ready and available for all Heordesk users! When you open a conversation with a customer, our new Prestashop widget will automatically fetch all his/her orders from your webshop and display them inside Herodesk in the right-hand side widget pane. This makes it incredibly easy to get an overview of what has been ordered and the status of each order. You no longer have to switch between your helpdesk and Prestashop admin and waste time manually looking up a customer's orders. It’s all easily available inside Herodesk. All details, such as order status, payment status, delivery information, track and trace shipping codes, and what has been ordered, paid, given as discounts and customer notes, are there. If you need to make changes to the order, there’s a direct link to your Prestashop admin that opens the order, ready for you to do whatever is needed quickly. Instead of another module that you would have to install in your Prestashop, the new integration uses Prestashops Webservice interface. This means that you simply have to create an authentication_key in your Prestashop Admin, insert it into Herodesk, and you’re up and running! And don’t worry if all this “webservice” and “authentication_token” stuff sounds a bit technical. We have a guide to help you and can also assist you directly to get you up and running! The new Prestashop widget works for: Prestashop 1.6.xThirty BeesPrestashop 1.7.xPrestashop 8.x It supports multi-store. If you have multiple separate installations, you can connect to all of them. And finally, it is free to use and install for all Herodesk users!

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Anders Eiler
Anders Eiler
Feb 16, 2024
New SmartPack WMS widget

New SmartPack WMS widget

Today, we’ve launched a new integration with SmartPack WMS. SmartPack WMS is a warehouse management system built to help e-commerce businesses keep track of all their orders, products, warehouses, what’s in stock, what needs to be shipped, and if any items are missing. The new integration is implemented as a widget that works similarly to our existing e-commerce platform widgets (like those for Shopify, DanDomain webshop, WooCommerce, etc..) When you open a conversation with a customer, the widget automatically gets all their orders and displays them and their status. This makes information such as tracking codes and if any items are out of stock, etc., easily available. And, of course, it has a button that leads you straight into the Smartpack WMS system if you need to change or update anything. The new SmartPack WMS widget is available for all Herodesk users. Existing SmartPack WMS customers can install the widget directly from the SmartPack App Library, and the integration will automatically be configured and ready to use in Herodesk.

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Anders Eiler
Anders Eiler
Feb 11, 2024
Announcing Reports

Announcing Reports

When handling tens, hundreds or thousands of conversations with your customers across multiple channels every month, it becomes increasingly important to be able to drill down into the data to see and understand where the workload is coming from and if it’s being handled correctly. To help you do that, we have now released a new Reports module. All users with Admin or Manager rights will now see a new “Reports”-tab in the top menu. This will lead to the new reports section. In this first release, there are 15 metrics across three different reports. See the video below or keep reading to get an introduction. Conversations The conversations section gives insight into the number of new conversations, how many are pending and open, and how many you’ve re-opened. Use this to get an insight into how many conversations you receive in the different inboxes, channels or with various tags across time. Busyness The busyness section shows you at what time of the day and week your team is most busy. It covers new conversations, messages received and messages sent. Use this to see if you need to reallocate resources to be better available when your customers are contacting you. Effectiveness The effectiveness section lets you see how effective you and your team are at handling your customer's questions. It gives you insights into how many conversations you’ve replied to, messages you’ve sent and (perhaps more importantly) the median time from a conversation is created until it receives its first reply or is closed. Filter and drill down into the data For every report, you can drill down into the data and zoom in on: One or more inboxesOne or more channelsOne or more tagsOne or more specific users (only on the effectiveness report)And, of course, select the time frame for which you want to see data. The graphs also compare your selected time frame with the previous period. If you wish to see data for this month, corresponding data for the previous month is added to the graph for comparison. Export data Sometimes, you need to work with the report data in other formats or compare it to other data from your business. To accommodate that, we’ve added an Export feature that lets you download all the report data you see in CSV or Excel format. The first 15 metrics are available now. They are updated daily, during night-time. If you have any questions or if there are reports or metrics you think are missing, don’t hesitate to contact us and let us know.

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Anders Eiler
Anders Eiler
Jan 30, 2024
Auto Save Draft Messages

Auto Save Draft Messages

We’ve fallen into this trap one too many times ourselves. We’re in the middle of writing a message, and for whatever reason, intended or not, we navigate away from the page. The message is gone. Sh*t. With this update, Herodesk will automatically save your messages to customers as drafts as you’re writing them. No more accidentally losing a long message. If you navigate away from a conversation, your draft will be right where you left it when you return. You may have noticed the new Smart Folder that we’ve added to your left-hand pane: “My Drafts”. It contains exactly what you would expect: All the conversations where you have a saved draft waiting to be sent. Do you like it? Let us know what you think. Send your feedback to support@herodesk.io

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Anders Eiler
Anders Eiler
Jan 9, 2024
New Message Notification*

New Message Notification*

Today, we’ve released two small product enhancements that will make Herodesk easier for you to use. Conversation logWhenever a conversation is assigned to a person or inbox or its status changes, it is now being logged and displayed as part of the timeline. This makes it easy to get an overview of who’s doing what in a given conversation. New message notificationsUp until now, you’d have to refresh Herodesk to see if there are any new messages. With this update, Herodesk will continuously check if there are any messages, and if there are, give a pliiing sound, indicate it in the tab header, and mark the inbox with the new message in yellow. All you need to do is have a Herodesk tab open on your computer. We’d love to know how this works for you. Please share your feedback on support@herodesk.io – thanks!

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Anders Eiler
Anders Eiler
Jan 5, 2024
New feature: Auto Responders

New feature: Auto Responders

All the feedback we’re getting right now is so important to us when looking at the backlog and prioritising what to do next. We’ve received a lot of requests for the feature we’re releasing today, so we’re super excited to announce Auto Responders! With Auto Responders, you can set up automatic replies that Herodesk sends to your contacts in two scenarios: When a new conversation is openedWhen an existing conversation is closed You can set up as many Auto Responders you need, and for each of them, specify which inboxes and/or channels they should apply to. Note that Auto Responders can’t overlap. You can only have one enabled Auto Responder for the “Sales”-inbox and “E-mail”-channel. There are several use cases where Auto Responders can help improve your customer service, such as: When a new conversation is opened, let the contact know when they can expect a reply from you. Setting expectations avoids disappointments and unhappy customers.Include relevant information to your self-service tools to your customers, such as FAQ, Help Centers, order tracking etc.Send a customer satisfaction survey when an existing conversation is closed to learn if you’ve done a good job and how you can improve. To prevent spamming, we’ve built in a few security measures: Regardless of how often a conversation is closed, a “closed conversation Auto Responder” can only be sent once every 3rd dayA conversation with a contact on Facebook Messenger or Instagram Messenger is one long thread. If there has been more than 3 days since the last message, it’s considered a new conversation and the applicable Auto Responder is sent again Auto Responders is released and available for all Herodesk Plus customers. If you’re a Herodesk Free user and would like to try it out, contact us for a trial. To get started, go to Settings in the top menu and select Auto Responders in the left-hand menu. And as always, don’t hesitate to share your thoughts and feedback with us. It only helps make Herodesk even better!

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Anders Eiler
Anders Eiler
Dec 15, 2023
New feature: Side conversations

New feature: Side conversations

When you’re in the middle of a conversation with a customer, you sometimes need to ask someone a question to answer the customer. Usually, you’d just add an internal note with the question and assign the conversation to that person. However, sometimes you need to ask someone who’s not part of your Herodesk team. We now have a solution for that: Side conversations. Side conversations are for when you need to ask someone outside of your Herodesk-team – a colleague not working with customers on a daily basis, a supplier or another external party. Side conversations are always sent via e-mail to the recipient, regardless of which channel the parent conversation is using. When you create a new side conversation, you can choose to include the full conversation history of the parent conversation in the message to the recipient. This is useful if they need it for context. Whenever there’s an update in a side conversation, it is reflected in the parent conversation, making it easy to stay up to date. You can see a full video walkthrough of the new feature below. The new “Side conversations” feature is a Herodesk Plus feature. If you have any questions, feel free to contact us.

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Anders Eiler
Anders Eiler
Dec 7, 2023
Introducing Instagram Messenger

Introducing Instagram Messenger

After we were finally able to release our Facebook Messenger integration two weeks ago, we dived head-first into the next one. And so, we’re super excited to be introducing our new Instagram Messenger integration! The Instagram Messenger integration works in the same way as the Facebook Messenger integration. It is a channel through which you can communicate with your customers, fans and followers. To connect your Instagram account, click Settings -> Channels -> Add Channel, and choose Instagram. It is important that your Instagram account is a Professional account and that it has been connected to your Facebook Business account. If you’re in doubt about this, you can find Instagram’s guide on how to set that up here. With this update, Herodesk now lets you communicate with your customers via E-mail, Contact Forms, Facebook Messenger and Instagram Messenger. The advantages of connecting all your channels into one unified help desk tool are obvious: You have it all in one place, it’s easy to collaborate with your colleagues about who’s doing what, and you’re 100% sure that no messages are ever overseen, forgotten or not replied to. Ultimately, it’ll lead to you giving your customers better service, which in turn leads to happier customers who return and keep buying from you. You can see a full video introduction of how it works and how to get started here: And as always, if you have any questions, thoughts or feedback, let us know!

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Anders Eiler
Anders Eiler
Dec 1, 2023
Merge contacts

Merge contacts

Last week, we introduced multiple channels and our new Facebook Messenger integration. With that update, the same person is now able to send messages from different channels, but without Herodesk always identifying that it is indeed the same person. To help solve this problem, we’ve released a new feature: Merge contacts. If the same person appears with multiple contact entities, you can now merge them into one, so regardless of which channel they use to contact you, their messages are always from the same contact entity in Herodesk. This makes it easier for you to get a full overview of the contact conversation history. When merging two contacts, it’s important to pay attention to how it works behind the scenes: The contact you’re merging from will be absorbed by the contact you’re merging with. Properties, such as name, email, etc., that are not empty will not be overwritten.Empty properties will get the value from the contact you’re merging from. All conversations and messages will be re-assigned to the contact you’re merging with.The contact you’re merging from will be deleted. Merging two contacts is an action that cannot be undone. To merge two contacts, go to Contacts in the top menu and find the contact you want to merge from. Click the “Merge”-button and choose which contact to merge with.

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Anders Eiler
Anders Eiler
Nov 27, 2023
Introducing Channels and Facebook Messenger

Introducing Channels and Facebook Messenger

This is one of those blogs that we’ve been looking forward to writing for weeks. Now, it’s finally here: Introducing Channels and Facebook Messenger! Let’s start with Channels. Up until now, you’ve been able to communicate with your customers using E-mail. We consider E-mail a “channel”. A “channel” is a way that messages can be sent to or received from customers. Because we’ve only supported e-mail up until now, the “Channels”-settings have been hidden in Herodesk. No need to make things more complicated than they have to be, right ?But with this update, you’ll now find a “Channels”-setting in your Herodesk settings from where you can manage the different channels that send and receive messages. This is a huge step towards an important goal: To let you centralize all your customer support in Herodesk. That leads us to the next thing we’re announcing today: Integration with Facebook Messenger! You are now able to link your Facebook Page’s Messenger to Herodesk. This means that all messages your customers send to your Facebook Page’s Messenger will be received in Herodesk, and when you reply from Herodesk, the reply will be sent back to the customer on Facebook! ? See how it works here: We want Herodesk to be your central customer support hub, so we’ll be adding more channels in the future. No matter how your customer contacts you, you should be able to handle it from one place: Herodesk! Up next are Instagram Messenger, WhatsApp, and Live Chat.

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Anders Eiler
Anders Eiler
Nov 20, 2023
New Ideal.shop widget

New Ideal.shop widget

As part of our continuing efforts to help small and mid-sized businesses and webshops improve their customer service, we’re super excited to announce that we’ve built one more integration: Ideal.shop The new Ideal.shop widget integrates Herodesk with your webshop. When you receive a question from a customer, their e-mail address is automatically looked up in your webshop, and all matching orders are shown in Herodesk. Herodesk is the only helpdesk tool for Ideal.shop with a native integration. Here’s how to get started and install the Ideal.shop widget. You need a new API key from Ideal.shopOpen Herodesk and go to Settings -> WidgetsInstall a new Ideal.shop widget. Enter your shop URL, API username and API key That’s it! Now the widget is installed and your customer service ready to be super-charged! If you have more than one Ideal.shop, you can install multiple widgets at no extra cost. If you have any questions, don’t hesitate to contact us or contact Ideal.shop support if you need help finding your API key/username.

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Anders Eiler
Anders Eiler
Nov 17, 2023
Introducing Tags and Smart Folders

Introducing Tags and Smart Folders

Over the past weeks, we’ve been working on two new features that, when used together, are incredibly powerful: Tags and Smart Folders. We’ve created a video announcement of the two new features for the first time. You can see it at the bottom of this post. Tags (also known as “labels”) can be associated with a contact or a conversation. You can create as many tags as you want, and you can associate them with as many contacts or conversations as you want. For example, if you have a set of customers that are very important to you, you can create a “VIP”-tag and add it to those customers. Or if you need priority follow-up on certain conversations, you can create a “Follow-up”-tag and add it to those conversations. That in itself doesn’t do much. But when combined with Smart folders, you get a super powerful feature that can help you in your daily work. Smart folders are rule-based grouping of conversations. For each Smart folder you add, you define one or more rules to determine which conversations are put in them.. For example, you can create a rule saying that whenever a contact has the “VIP”-tag, their conversations should be added to the Smart folder. Or if a conversation has the “Follow-up”-tag, add it to the folder. The list of possibilities is endless, and you can create as many Smart folders as you want for your business needs. For example: For E-commerce: Create a “Return”-tag and add it to conversations when the customer wants to return something. Create a Smart folder that contains conversations that have the tag “Returns” Follow-up: Not all tags have to remain forever. If you need to follow up with a group of customers whenever something happens (fx if a specific product gets back in stock), create a tag for the purpose, tag the conversations and have them easily available when you need to update the customers. General purpose: Feedback and reviews. Whenever a customer sends feedback, give it a label that matches to group them together, making them easy to find in the future. You can create simple or complex rule sets depending on what you need. Rules can also be based on the subject of a conversation, the conversation assignee, or the e-mail address of a contact. Let us know what you think and the different use cases you have where tags and smart folders can help.

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Anders Eiler
Anders Eiler
Nov 15, 2023
Ready, Set, Shopify!

Ready, Set, Shopify!

After almost two months of hard work, we’re super excited to finally be able to share this news: Our integration between Herodesk and Shopify has been reviewed and officially approved! So, needless to say, we were pretty excited when this e-mail came in the other day: Now we have an official Helpdesk for Shopify app! This is a huge milestone on our mission to be the number one helpdesk tool for small- and mid-sized e-commerce companies. With the approval of our integration and the release of our new Shopify integration, Herodesk is now also a Helpdesk system for Shopify webshops. All Herodesk customers can install our free Shopify widget to get all customer orders, their status, payment status, shipping status, tracking code and all other information directly available inside Herodesk. The Shopify Helpdesk widget is available to both Herodesk Free and Herodesk Plus customers. To get started, go to Settings -> Widgets -> Add Widget and select Shopify. Enter your Shopify webshop address, and you’re ready to go after authentication. If you want to know more about how our Shopify Helpdesk integration works, you can see all the details about the Shopify widget on our Shopify Integration page.

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Anders Eiler
Anders Eiler
Nov 6, 2023
Group Update Conversations

Group Update Conversations

As more and more people are starting to use Herodesk, the number of conversations being handled grows equally fast. This is true for each Herodesk user as well as Herodesk as a whole. When you open your computer in the morning and have a bunch of conversations waiting for you, sometimes you need to change the status, inbox or assignee of several of them at once. To make this easier, we’ve implemented a new feature to group update conversations. Simply select all the conversations you want to update in the conversations list and update them. Here’s how it works: The aim of this feature is to make it easier for you to manage multiple conversations at the same time and ultimately make your customer support more efficient. This new feature is published to all Herodesk accounts and is ready for you to use. If you have any questions or feedback, please contact us and let us know ?

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Anders Eiler
Anders Eiler
Nov 2, 2023
The Secret Powers of your Signature

The Secret Powers of your Signature

Pushing a message to an audience is never easy. There are hundreds of channels that you can use, and then there’s an overlooked, very simple and free one, that most miss: Your e-mail signature! Everybody wants to have a nice signature at the bottom of their emails. It often contains generic things such as your name, title, where you work, some contact information and perhaps the company logo. If you use your signature right, it can become a secret weapon that will help you sell more and give a better service to your customers. This post contains three simple advice on how to supercharge your signature to have it work for you. Display essential informationLet the recipient know who’s writing to them. Always include essential information such as: Your name & title/positionThe company name and logo (make sure the logo is a link to your website)Direct contact information This serves the purpose of letting the recipient know who they’re talking to. Nobody wants to talk to a faceless corporation, so the more personal you can make it, the better. Provide relevant links and informationAdd links to your website and social media profiles to connect with your customers easily. Also include relevant service information, such as your opening hours, links to FAQ, help center, return forms, etc. The purpose of this is to make it easier for the recipient to find information about your business they often need. Add promotions The real power lies in adding your current promotions to the end of your signature. The more specific you can be, the better. Fx: Black week: Save up to X% on ABCFree shipping on all orders above XGet the first X months for free if you sign up before Y It is as simple as it sounds. Now, imagine how many more people will be exposed to your messages if your entire team adds it to their e-mail signature. Here's an example of how it can be done: Last week we published a new feature to let you create your own signature in Herodesk. Remember to apply the learnings from this post to your own.

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Anders Eiler
Anders Eiler
Oct 30, 2023
Add your signature to your messages

Add your signature to your messages

We just released a new feature that lets you create your own signature in Herodesk. Your signature will automatically be appended to the messages you send in Herodesk. The new signature feature works in two ways: One global signature Create one signature that will be appended to all messages you send, regardless of which inbox the conversation is in. One signature per inbox Create one signature for each of your inboxes. Herodesk automatically detects which inbox a conversation is in and adds the corresponding signature that matches. We’re already seeing how our users use inboxes in many different ways. Some are using them for different teams. Others for different languages. And some even for different brands. The fact that inboxes can be used in many ways makes this feature super powerful, as you get full flexibility always to have a signature matching the context from which you’re writing your message. Each user can set and manage their own personal signature(s). Go to Profile -> Signatures to get started. Signatures are automatically appended to outgoing e-mails. That means they won’t be visible inside Herodesk. We’ve chosen to do it this way to not clutter the conversation view with repetitive and unnecessary information. But don’t worry - the recipient will see them just fine! ;-)

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Anders Eiler
Anders Eiler
Oct 23, 2023
Herodesk becomes an official DanDomain partner

Herodesk becomes an official DanDomain partner

Today, it was announced by DanDomain, the leading Scandinavian e-commerce platform, that we at Herodesk have become an official DanDomain Partner. Herodesk is now an official Helpdesk for DanDomain webshop! DanDomain has thousands of Scandinavian e-commerce merchants across its two e-commerce platforms. With the acknowledgement of Herodesk as an official DanDomain partner, the foundation is laid for an even closer relationship with DanDomain and all DanDomain e-commerce merchants to make it easier than ever to give great customer service. The partnership is built on top of our free integration between Herodesk and DanDomain’s two e-commerce platforms: DanDomain Webshop & Webshop Classic. With these integrations, all DanDomain e-commerce merchants can now have a free helpdesk system tailored to work with their webshop, with features such as: Automatic find and display of all orders placed by the customer you’re chatting with inside HerodeskEasy access to all relevant information about the order and customer, including shipping details (tracking codes) and payment details Create a free Herodesk account today and start using it together with your DanDomain webshop within minutes. The integration only requires your webshop API key, and you’re ready to go (guides are available). For more information, please see: DanDomain partners: https://partners.dandomain.dk/partners/262/herodesk DanDomain Webshop integration: https://herodesk.io/en/integrations/dandomain-webshop Webshop Classic integration: https://herodesk.io/en/integrations/dandomain-classic

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Anders Eiler
Anders Eiler
Oct 16, 2023
New WooCommerce integration

New WooCommerce integration

Today, we’re launching a new integration that we’re very excited about: WooCommerce. It is quite similar in functionality to the other e-commerce integrations that we’ve made. When you open a conversation with a customer in Herodesk, all orders from your WooCommerce store that match this customer are automatically imported and shown in the right-hand-side widget. The primary advantages for you working with customer support are: Automatic order look-up. Easily see all information about the customers’ ordersAll the information you need to handle customer enquiries is in one placeShipping details and order tracking information are also displayed (we integrate natively with WooCommerce Shipment Tracking plugin) You can connect multiple WooCommerce stores to Herodesk at no extra cost. This integration has been co-developed with one of our customers. As we’ve said before, new features are, to some extent, being prioritized based on customer feedback and enquiries. So, when one of our customers asked for a WooCommerce integration, and because it is already on our roadmap, we decided to move it up. We spent some time together with the customer, tweaking and tuning the integration to fit both his and most general-purpose needs. In less than three days after the initial request, it was ready! To install it, go to Settings -> Widget -> Add New and choose WooCommerce. Enter your store address and API keys, and you’re ready to go. If you have any feedback on the new WooCommerce integration or Herodesk in general, please don’t hesitate to tell us. With this new integration, we’re happy that Herodesk is now a free helpdesk system for WooCommerce.

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Anders Eiler
Anders Eiler
Oct 9, 2023
Creating our logo with 99designs.com

Creating our logo with 99designs.com

Let me start by being very honest with you: I am no graphic designer. That is probably one of my biggest weaknesses when it comes to running a SaaS business. Therefore, when it became time to create the logo and visual identity for Herodesk back in the summer of 2023, I needed help. I’ve heard about 99designs.com, but never tried it before. The concept is pretty simple: Choose what type of graphic work you need (logo, identity, web, app etc.)Upload your briefGive feedback on incoming proposalsChoose a winner and refine the work with the designer To create the brief I worked with a brand identity framework to put words on the direction and feelings of the brand. It looks like this: If you want to see the full brand identity brief I used, go to our LinkedIn page and comment “brief me up!” and then I’ll send it to you. I chose a “premium contest”, to have only mid- and high-level designers participate. I received more than 300 design proposals from more than 100 different designers. That was pretty overwhelming, to say the least. Next up was going through every proposal and selecting the best. Six designs were chosen to go to the final round. Unfortunately, I can’t share those now (which kind of makes sense, copyright and everything), but it was the six who I felt best grasped the concept, look/feel and identity I was going for. Working with each of them for about a week, trying to narrow in the concept, I finally chose the winner: Some of the keywords that I want the logo to represent are: Young, energetic, simple, friendly, welcoming. At the same time trying to avoid corporate, enterprise, stiff and old-school. All of the aforementioned are also how I hope you’ll experience Herodesk going forward. Finally, I want to share some tips with you, if you want to try out 99designs yourself for graphic work. Consider creating a “blind contest”. In a blind contest, the designers cannot see each other’s work. For the first couple of days, my contest wasn’t “blind”, which meant that the designers were inspired by each other’s proposals, not least because they could see which designs I rated highly (you can give 1 to 5 stars to each design), so a lot of new entries were variants of the ones I rated high. My mistake. After it was made “blind” the designs started to vary a lot and each designer had to express his/her own creativity. The winner was submitted after I made the contest blind. Check for copy-cats. One of the finalists turned out to be a concept widely used by several companies already, so it was disqualified on that basis. A shame… Be thorough and expressive in your brief. The more details you can provide in the brief to express the look, feel and direction of the design you want, the better. You learn during the process. Originally I wasn’t looking for an “avatar”, but instead a logo with the name written out and some twist to make it unique. However, as proposals came in, I fell in love with having an avatar - and a proposal with just that ultimately won. A final thought… The logo is probably 10x more important to me, as the Founder, than to the rest of the world. 90% is good enough. For the last 10%, the time is probably better spent elsewhere. Ultimately, what matters is that the logo and brand identity represents the company, what it does and how it is operated.

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Anders Eiler
Anders Eiler
Sep 29, 2023
Add people CC and BCC

Add people CC and BCC

We just added one more feature to Herodesk: You can now add people cc and bcc to your conversations. This is how it works… When you are writing a message to a contact, two new fields are available: cc and bcc. E-mail addresses added to these fields will receive a copy of your message as either “cc” or “bcc” accordingly. One important thing to mention here is that e-mail addresses added as cc/bcc will receive a full copy of the entire conversation, including all sent/received messages in it and also all previously attached files. When you receive a message with someone added as “cc”, they’ll automatically be put on “cc” when you write a reply (you can, of course, remove them if you want to). This feature is only supported on conversations sent via e-mail. We’re still working on adding more channels, such as Facebook/Instagram Messenger, WhatsApp, etc., but since they don’t support the concept of cc/bcc, this feature doesn’t apply to them. Oh, and one more thing… You can now set a custom sender name for each inbox. Go to Settings -> Inboxes and edit one; you’ll see a field like the one below: Use the merge fields to customise it for each of your users or inboxes. It is a perfect way to separate replies from different teams, brands or personalize them if you want to.

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Anders Eiler
Anders Eiler
Sep 25, 2023
Quick replies

Quick replies

One of our promises is to make our helpdesk system as straightforward as possible while still focusing 100% on the job to be done. In order to help you do that, we’ve released a new feature called Quick Replies. From time to time, your customers will contact you with somewhat similar questions. To make it easy for you and your colleagues to handle them quickly, you can now record “Quick Replies” (also known as “Canned Responses”, “Macros”, etc.) to quickly reply using a template. The main features of this new release are: Create Quick replies that are available to either everyone on your team or just yourselfReplace variables such as {{contact_firstname}} Use built-in keyboard shortcuts to work at light speed (CMD + E for Mac, Ctrl + E for Windows). All Herodesk Free and Herodesk Plus customers can create unlimited amounts of quick replies for free. It’s a great way for you and your team to supercharge your productivity while still giving your customers great service. Go to Settings -> Quick Replies to create your first quick reply now.

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Anders Eiler
Anders Eiler
Sep 19, 2023
Create contacts and start conversations

Create contacts and start conversations

We’ve just released a small but smart feature: Create contact and start conversations. Most of the time, your customers contact you when they need your help. Othertimes, however, you may want to contact the customer about something (and ensure that their reply lands in Herodesk ;) ). Such times could be: Let a customer know that their package is delayedUpdating a customer on the progress of an ongoing projectAny other type direct follow-ups with a customer It’s a great way for you to be proactive with your customers, giving them a better-than-expected customer service. You can start new conversations with any contact that exists in your Herodesk. New conversations are always sent to the contact via e-mail. When the contact replies, the message lands in your Herodesk Inbox and is treated like any other conversation.

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Anders Eiler
Anders Eiler
Sep 14, 2023
3 new widgets: DanDomain Webshop & Shoporama

3 new widgets: DanDomain Webshop & Shoporama

We’re super happy to announce that three new widgets are now available: Helpdesk for DanDomain WebshopHelpdesk for DanDomain ClassicHelpdesk for Shoporama webshop The three widgets all have the same functionality: When you open a conversation with the customer, the widget does a look-up in your webshop and fetches all orders that match the customer's e-mail address. All relevant information about that order (status, payment, shipping, products, etc.) is then available and displayed in the right-hand side widget panel. The DanDomain Webshop app also works for all Smartweb, Wannafind, Scannet and Curanet webshops. The DanDomain Classic app also works for the “Webshop 8” system. Here’s how to get started: Open Settings -> WidgetsChoose the widget you wish to installFill out the fields (shop url, api key etc.) and connect the app That’s it! If you have any questions, don’t hesitate to contact us or contact either DanDomain support or Shoporama support if you need help finding your API key/access tokens.

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Anders Eiler
Anders Eiler
Sep 11, 2023
Hello, World!

Hello, World!

Welcome to Herodesk. This is the new, simple helpdesk tool for your everyday customer success heroes. My name is Anders. I am the founder of Herodesk. Thank you for visiting, reading this blog and hopefully considering trying Herodesk. After more than 15 years as an entrepreneur and an intrapreneur at one of Europe’s largest hosting- and SaaS companies, I’ve decided to start over and start my own company. Again. And this is it! The goal of Herodesk is to be a champion for small and mid-sized businesses, to help make it easier for you and your colleagues to give your customers great, fast and personal service. Happy customers are a key ingredient in a successful business. Throughout my career and the businesses I’ve worked at, advised and invested in, I’ve always believed that the customer was a core pillar. Someone that should be nourished and taken really good care of. Now I want to give other small and mid-sized businesses the best platform possible to provide their customers with great service - and at a reasonable price! Because let’s be honest, there are other solutions trying this already. You will find, however, that Herodesk really stands out on two parameters: 1) Uncompromised focus on the job to be done Herodesk will focus solely on enabling you and your team to give your customers great service by being really, really easy and fast to work with and always have the relevant information at hand. An example of this is widgets that connects to your e-commerce platform, CRM or internal backend system, to show order- or customer informations inside Herodesk. 2) Reasonably priced There will be two packages. Herodesk Free, which lets you have one user and one inbox - but it’s free. As in, completely free! And Herodesk Plus, which will cost $11.95 per user per month and give you full and unlimited access to all current and future features in Herodesk. On top of that, we promise an ever-evolving product that includes you and all our other customers in its development, to ensure that what we deliver is what you and your team of customer success heroes (and yes, I do mean heroes!) need to give great service to your customers. There are already lots of features and concepts on the drawingboard that we can’t wait to implement, but please, don’t let that hold you back from sharing your thoughts and ideas. On this blog we will post regular updates on our product, our company and anything else we find valuable in the customer service space. I hope you’ll read it and share your thoughts. If you want to try Herodesk, you can sign up now already (big button at the top right - impossible to miss it) and be up and running in about 2 minutes. Please share any thoughts and feedback, it will be highly appreciated. Hello, World! Welcome to Herodesk. Stay tuned.

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Anders Eiler
Anders Eiler
Sep 4, 2023