In the latest release of Mercury we have already completed a portion of Support Module (Ticket wait time, Premium & Emergency support) thanks to which Mercury now knows your working days, hours, breaks and holidays, if you provide Premium and emergency support to your customers and also the esitimated wait times on tickets. Now we want to make a good use of these new information to bring you more innovations.
We think that it's time to implement a brand new Editor for support tickets to replace the default one of WHMCS based on Markdown syntax that most of customers hate or ignore. We also have other ideas but we would appreaciate hearing your thoughts on this subject.
We spend most of our time reading and answering to support tickets. How can we make it easier to manage for administrators and customers? Send us your tips.