With Quandora 1.7.5, up and running as per today March 25, 2013, we’ve made a step further on the integrations path. As we are regularly saying, it’s one of our most important goals to offer integrations with popular applications, that organizations (especially technology focused) are using on a daily basis. This provides a streamlined experience, give people access to answers fast, and bring value to the third party tools by enriching them with knowledge.
For this release, we’ve added integrations with two tools that we (and lots of other people :-)) love and use: Zendesk, the customer support software, and Campfire, the beloved chat service from 37Signals.
Related questions from Quandora in Zendesk
When working on a customer service ticket, agents are often confronted with issues where they need help from their colleagues. On the other hand, thanks to Quandora organizations build valuable knowledge bases including practical questions people have asked over time. What if the support system could leverage this existing knowledge and give agents instant, automatic hints on the ticket he’s working on?
Organizations using Zendesk and Quandora can now do just that via a Zendesk app that we’ve developed. When the app is installed, an agent consulting a ticket’s page can see a list of questions from Quandora that are related with the respective ticket. This list is automatically created by our search engine, using the “more like this” functionality. It is available under the “Apps” tab provided by Zendesk.
Improvements to the REST API
One of Quandora’s strengths is its ability to provide most of its functions via API, for easy integrations with other software. We are keen users ourselves: it’s what we used for implementing our mobile application, and for the various integrations we are providing. But it comes very handy for our users as well, enabling them to provide an experience that’s seamlessly integrated into another application. At one user’s request, we’ve added more options in the REST API, enabling updating questions (notably their tags). Interested in additional functions in our REST API? Email us at firstname.lastname@example.org.
Enjoy the new features, stay tuned for the following ones, and happy knowledge sharing!