Restore Deleted Posts, Smarter Attachments & More

Thu, 10 Oct 2024, in Helprace, Releases

This update brings new ways to protect your content, prevent common mistakes, and streamline agent workflows across your help desk, knowledge base, and community.

Trash Folder for Topics

Accidentally deleted a community post or knowledge base article? No worries — with our new Trash Folder, your content isn’t lost forever.

• Deleted topics and articles are now moved to a dedicated Trash section.
• They can be restored within 30 days — giving you a safety net for accidental deletion.
• Bulk restore and permanent delete options are available in the Trash view.
• Permanent deletion is only allowed for admins and account owners.

This addition adds peace of mind and better control over your content lifecycle — especially in fast-paced environments with multiple agents.

Attachment Reminder for Tickets

We’ve added a small but powerful feature to help avoid a common mistake: mentioning an attachment but forgetting to add it.

When Helprace detects words like “attached”, “attachment”, or similar in the reply text, it will:

• Visually highlight the Attach File action in red.
• Underline the paperclip icon near the Submit button to draw attention.

This real-time visual feedback prevents missed files — and the follow-up emails that come with them. A smoother experience for both agents and customers.

“Mark as Spam” in Toolbar

We’ve moved the Mark as Spam action directly into the ticket toolbar. No more opening menus — just one click and you’re done.

User Organization in Admin Lists

Admins can now see the organization (company) of each user directly in the Users list. This small detail saves time during user management and assignment.

These features are now live across your Helprace portal. More powerful updates are coming soon — stay tuned!

Missed our last release? Discover how to streamline your support with Teams, Groups & Organizations.