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Tag: markdown

Improving Log Emails

December 7, 2015 Even with today’s prevalence of web applications, a lot of service and support operation interactions are still done by email.With some recent updates to Dovetail Agent and Dovetail Rulemanager, these emails can step into modern times.A simple link in your outgoing emailIn a previous post on encouraging selfservice use,  I showed how to automatically include a link to the case within Selfservice in outgoing emails:Whenever we send an email out from a case using our Dovetail apps (Dovetail Agent, Dovetail Mobile), we include a footer in the email, like so:Notice the footer of that email:Check the status and update your case online at our SelfService site:http://support.company.com/cases/show/C12345HTML emails, including imagesMore recently,  I showed how users can send rich emails using Dovetail Agent 8, such as: Better togetherCombining these 2 ideas together means we can make our outgoing emails even nicer, with headers,…

What’s New in Dovetail Agent 8

November 13, 2015 This week we released Dovetail Agent version 8. Here’s a quick rundown of the major changes. Rich Text in Logs Agent now support rich text (using Markdown) on case/subcase logs (email, notes, research) and commitments. For example, creating a richly formatted Log Email:   And the received email looks like:   Convert Markdown to HTML for rendering rich text These rich text logs and images now render as expected in the Case History: And in the Preview Pane:   Rich text is also supported within Broadcasts:   within business rule notifications: and even within commitment messages:   Multiple count badges in tab headers Subcases tab on Case page - show open and total # of Subcases Part Request tab on Part Request Header page - show open and total # of Part Requests Contracts tab on Site page - show…

Solutions go from boring to kick-ass

February 12, 2015 One of the common complaints with knowledgebase articles (solutions) in Clarify was the fact that they are plain text – even on the web. We’ve recently enhanced solutions so that they are much more robust and useful. Solutions can now contain rich text, images, and videos. Apps This functionality is supported within Dovetail Agent and in Dovetail SelfService. Dovetail Agent: Dovetail SelfService: Examples Here’s a few examples of solutions from our knowledgebase: https://support.dovetailsoftware.com/selfservice/solutions/show/700 https://support.dovetailsoftware.com/selfservice/solutions/show/638 https://support.dovetailsoftware.com/selfservice/solutions/show/721 Rich Text Solutions now support rich text, including: Headers (heading 1 –> heading 6) Italic Bold Superscript Subscript Highlighted text Strikethrough Unordered Lists Ordered Lists HTML links Blockquotes Inline code Task lists Tables Code blocks, including syntax highlighting Typographic replacements – such as © Images As nice as text is, sometimes a picture is worth a thousand words, especially in a knowledgebase context. So solutions…