Supportress
A simple, fast and reliable customer support tool
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May 13, 2020
April's progress
- You can now move a discussion from one queue to another.
- Easy way to discover the email address and public URL of a queue.
- When a queue has new discussions we show an indication.
- We show a notification when new discussions arrive.
- Rename a queue, and we’ll redirect you if you visit the old URL.
- Capture any email by forwarding it to Supportress.
- Display prompt in new invitation page only when it makes sense.
- Improved how we show who responded last in the queues list.
- Improved the public message email when you reply in a discussion.
- Improved the organization member invitation email.
- Pending tasks show the default queue email address & public URL.
- Added length constraints in organization or queue names and more.
- Various updates and security fixes in our dependencies.
- We are now using Ruby 2.6.6.
- We now have additional security auditing during the CI process.
- We linked to heavymelon.com from our footer.
- We display a BETA sign everywhere to avoid misunderstandings :).
- You can now watch a queue and a discussion.
- Watchers get an email when a new discussion lands in a queue.
- Watchers get an email when a new message lands in a discussion.
- You can download the original email file of a discussion.
- Numerous bug fixes I am not listing not to bore you.
- Started working on GDPR compliance.
Here is a sneak peek: https://vimeo.com/416657574/6dde423e22
February 29, 2020
Deployed to production for the first time
We've been working hard since last September to reach a point where we are able to deploy Supportress to production so that we can start using it ourselves. This is it! YAY!
We have implemented all the basic features of a web based email client plus a few features that make it look a bit more like a customer support tool:
- We call the emails "Discussions"
- You can have multiple queues where discussions can end up in
- Each queue can have a public form
- They also have a public supportress.com email address
- The discussions can have private messages
- Web notifications
- Keyboard shortcuts for most things (productivity)
Next milestone:
- Start private beta
We are currently working on:
- Being able to move discussions from one queue to another
- Getting a notification when new discussions land in Queues and Discussions view
- Full support for attachments
- Ability to capture new discussions by forwarding an email
- Editing discussion subject and customer email addresses with history
August 9, 2019
Farewell GitHub, hello HeavyMelon
After 9 years at GitHub Support, I quit. My dream is to create a calmup. So I started HeavyMelon (the company).
I also wanted to use my experience at GitHub Support, so I started building Supportress, an opinionated customer support tool for productive and happy teams.
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