We're really excited to launch this large update to ChargeDesk! We've spent quite a bit of time working on almost every part of our app to optimise the user experience and add new features. You can find a list of what's new below.
We'd love to hear any feedback or future feature requests you have. Please let us know what you think!
A core goal of ChargeDesk is to provide you with fast access to your customer data. As ChargeDesk has grown we've made improving our infrastructure to keep up with demand a top priority. A long term project has been to upgrade our customer search engine which drives many parts of the customer data retrieval inside our website and apps.
We're pleased to have now completed these search engine upgrades. Larger accounts in particular will immediately see dramatic improvements to response times across ChargeDesk. The new engine also enables you to search more of your customer data such as charge and customer descriptions. We've significantly improved matches for customer names. You can now also associate multiple email addresses and names with an individual customer. Try out these new features for yourself!
You can now embed the ChargeDesk app on your own site! This update allows you to embed the entire ChargeDesk customer support app inside your own admin pages, CRM or helpdesk. Access permissions and functionality works exactly the same way as for our helpdesk apps. This gives you the full power of ChargeDesk on any page on your own site.
There's been quite a few requests for a better way for customers to view and manage the status of their subscriptions. With this release, you can now enable a subscription component on your billing self-support pages (or embed it on your site). This component shows your customers the status of their subscription and the date of their next charge. It also allows the customer to update their card on file for future payments and cancel the subscription. Cancellations can either be sent to your support team to review, or processed immediately which is really useful for reducing your support load. Either way the cancellation form collects a cancellation reason from the customer. The reasons collected and are available in a report and are a great way to find pain points in your business to fix and reduce churn.
We've just released a whole new range of embeddable billing components which you can use on your own site. These components allow you to accept payments, update cards, manage subscriptions and show customers their billing history all on your own site. This is a major update which brings together a lot of the features we've been working on for a while and opens them to a whole new range of uses. We'd love any feedback you have or requests for additional components!
While you can use a payment request or product page to accept payments from customers, sometimes you need a more flexible solution. We're pleased to have released Generic Payment Pages which allow customers to enter the amount they'd like to pay you. There are also options to pre-fill the customer's email address and amount to be paid. If you'd just like to collect the customer's card for future payment this is also now possible as well.
We've just deployed an updated version our Zendesk app which runs on the new Zendesk v2 app framework. This new framework gives us more control over how the app runs and we've taken advantage of this by spending countless hours optimising the performance of this new app. We also now support connecting a ChargeDesk account directly to your Zendesk app which allows you to view data from multiple companies next to a single support ticket. You can configure your authentication settings for your Zendesk app from Setup > Gateways > Configure next to Zendesk.
We've upgraded our support for Zuora to include accepting new payments. This integration includes the ability to make both once-off and recurring charges through your Zuora account. There's a couple of a additional steps required to set this up, so we've created a Zuora Setup Guide to help you get setup.
ChargeDesk now supports adding tax to charges created through our platform. The sales tax rates which you set on your account can be added at checkout for your customers, on top of the base purchase price. Tax rates can vary based on the customer's country and we have full, automatic support for VAT rates for EU based businesses. Tax can also automatically be added for individual charges you make on existing customer's cards. Activate this option from Setup > Sales Tax then set "Apply Tax" to "Added to Purchase Price". This feature works brilliantly with our existing PDF invoices which will provide the customer a full tax invoice for any charge in your account.
We've upgrading our ticket matching system to be able to identify individual charges and subscriptions related to a support ticket. A customer can submit a billing support request either through billing support pages or by replying to receipts or other email notifications. When the customer does this the support request sent to your helpdesk will now be tagged with billing information. This allows the ChargeDesk app to now highlight with the exact charge or subscription the request was about in most helpdesks.
ChargeDesk now supports updating credit cards through billing support pages. You can enable this from Setup > Customer Self-Support. When customers enter new card details through ChargeDesk, this information it sent directly from your customer's browser to your payment gateway. The new card is then set as the default payment method for new charges for that customer. You can use this technique to provide an easy method to allow your customers to update cancelled or expired credit cards.
We're pleased to have just launched support for a new payment gateway and a new helpdesk. The new gateway is Zuora and the new helpdesk is AzureDesk! We've have a great time working with the teams on both platforms in order to add these intergrations.
We are always working supporting new platforms. You can let us know if you'd like us to add a gateway or a helpdesk. Adding your details will let us priortise support for the platform and we'll be in touch once support goes live!
Just in time for tax season, we've just released the new Tax Summary in the reports section. This report allows you to generate a monthly, quarterly or yearly summary of all the successful payments in your account, broken down by country and tax rate. The summary is particularly use for MOSS VAT reporting for our european customers.
You can now create new subscriptions right inside our helpdesk app. We support using almost all options available on your gateway including trial periods, coupons and setup fees. We create native subscriptions on your gateway which means they'll play nicely with any other billing systems you have connected.
If you have an existing customer you can add a subscription to their account immediately and charge the card they have on file. You can also request a new customer to enter their billing details so they can sign up
Our updated product system now offers optional purchase pages for all products. These purchase pages allow your customers to sign up for a product or subscription just by entering their payment details. You no longer need to request a payment from each customer and instead can just add a link or embed the purchase page on your site.
You can now edit customer details directly from the ChargeDesk app. We support editing common contact details such as name, email address and phone number. Where available, we sync this data imediately with your payment gateway. This means you can update a customer's name or email inside ChargeDesk and have it available on your connected applications.
We've also added an option for editing the Invoice Details and Tax ID which is shown on customer's invoices. This means that if a customer contacts you to update their details you can do this all inside your helpdesk.
Our customer editing functionality includes the ability to securely update the card on file for a customer. You can either send the customer a link so they can enter their card details to update their account, or you can update the details yourself right inside your helpdesk! In both cases the card data is send directly from your browser (or your customer's browser) directly to your payment gateway. This keeps the card data secure at all times. Updating cards on file works with all Stripe, Braintree & Recurly customers.
When requesting payments you can now choose not to send the customer an email. This allows you to create a payment request without entering an email address or phone number. In these cases a short link to a payment page will be generated which you can copy and send to a customer. This is particularly useful when using ChargeDesk with a chat program such as Intercom.
Along with adding coupons to new subscriptions we now have better recognition for when they have been previously applied to a subscription. You can see which subscriptions have coupons and what discount has been applied. In the future we'll add the ability to add coupons to existing subscriptions.
We've reworked our helpdesk app from the ground up to make it both faster and more reliable. Our Chrome extension has been updated several times to ensure that the ChargeDesk is correctly embedded in your helpdesk when needed. We've also doubled the size of our backend infrastructure over the past couple of months to better handle load spikes.
We'll also be rolling out updates to our native helpdesk apps over the coming weeks to make the initial app loads even faster.
We're continuing to upgrade ChargeDesk's security systems to ensure your data is safe. While most of this happens behind the scenes, there are a few new pieces of information available in your agent logs. We now log the ticket or URL where an agent's action was performed. This allows you to say, tie a refund back to the ticket which triggered it. We've also made the agent's IP address available in admin reports of agent activity.
You can now choose which currencies you and your agents can use to create new charges with using ChargeDesk. By setting the default currency for new charges you can make your workflow even faster. We now support 171 currencies which means that if your payment gateway supports a currency, so does ChargeDesk!