We just deployed a wicked new feature for Tender. Well, actually like 5 – but I’m going to talk about the coolest one first off: autosuggest.
Let’s tell a story
In this story, we start off with a poor old chap named Kyle. He’d love to use Tender, but wants to make sure he can run it on his own domain. Even though there’s plenty of FAQs & marketing material about this – let’s pretend he didn’t read them. So he visits Tender’s Tender to start a new discussion about the topic:
Once he’s happy with his reply, he hits post issue. But wait – just when he thinks he’s done, he sees this page:
How about that! Tender figured out the FAQ that was relevant to his comment and suggested it to him right there! But what happens if this poor chap sends his request in via email (never seeing the Tender interface)? We’ve got a solution for that too – when a support user is looking at his comment in the interface, they’ll notice a link below his comment to show suggested FAQs:
Clicking this link shows the FAQs that are suggested:
From here, it’s dead simple to copy and paste the link to the user – and he’ll get an email from the supporter telling him to look at the FAQ. Simple!
But how’s it work?
Autosuggest works off two simple things: stop words and FAQ keywords. The first step towards getting autosuggest working is to go into each of your FAQs and enter in some keywords for your FAQs. Try and use unique words that might trigger a need for that article. The second step is to enter some stop words for your install. You can enter these in the Site Settings -> Customize section of the admin. We already filter out common stop words – like “the” or “and” or “it” – but you’ll need to enter in specific stop words. For example, Github might use stop words like: git and github since people will be using these terms so much that they become irrelevant.
After that, you’ll need to wait a few minutes for our search engine to index everything and it will work just like magic. We’ve got plans to integrate this into autoresponders as well, so you’ll be able to enjoy this feature purely through email in the future.
I hope you enjoy this feature – it’s one of my favorites, and one I’ve been waiting on for a long time.