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What's New - November 2018

We're always upgrading ChargeDesk and think of our service as a work in progress. We try to balance performing upgrades to better service existing customers with adding new features to help bring in new customers. Much of the work we do is driven by customer feedback and feature requests. We'd love to hear any ideas you might have!

Mobile App Beta

We're pleased to launch a public beta of our mobile apps for iOS and Andriod. Our mobile apps allow you to manage your customers on the go. You can create new charges, subscriptions and all other features available in our helpdesk apps. These mobile apps also include detailed notifications which allow you keep track of new customers and subscription changes instantly.

You can join our iOS beta from TestFlight or join our Android beta from Google Play.

We'll be continuing to work on these apps before release, so please send any feedback or features request our way!

Updated App Settings

Over the past few weeks we've deployed a number of updates which allow you to have more control over how our apps function for your company. You can now make changes to what information is displayed as well as default settings for things like performing cancellation (at period end or immediately) etc... You can now also separately configure ticket matching criteria to search matching criteria. This allows you to, say, disable matching tickets based on a customer's name, but still make this available for searches.

You can now access these updated features from Setup > App Settings and Setup > App Criteria.

New Freshdesk Mint Apps

We've recently updated all of our Freshdesk apps to support the fantastic new Freshdesk Mint UI. This new version of our app runs even faster than previous versions and ties in even more closely with the Freshdesk UI. You can find a listing of all our apps here: https://apps.freshdesk.com/search/?uq=chargedesk

To install our new Apps inside the Mint UI, you'll need to go to Admin > Apps > Click the "Get More Apps" button > Search "chargedesk" > Click the "Install" button on the app which matches your primary gateway.

Zendesk Multi-Company Support

A long requested feature has been to allow agents authenticated via their Zendesk account to work with data from multiple ChargeDesk companies. For example, if a company has more than one Stripe account connected to ChargeDesk via different companies they would need a way to show data from all their companies inside a single Zendesk account. Previously the only work around was to create separate ChargeDesk accounts for each agent and require them to login to the ChargeDesk app with that account to load the data.

Companies can now configure their Zendesk connection to load data from all their connected ChargeDesk companies using native Zendesk authentication. If you have multiple ChargeDesk companies, you can activate this from Setup > Helpdesks > Configure Zendesk > Select the "Connected Companies" you would like available inside Zendesk.

Braintree Upgrades

We've upgraded our Braintree integration to use the recently released Braintree OAuth flow. This allows you to connect your Braintree account to ChargeDesk in seconds - no code or copying keys required! Existing customers using our integration do not need to make any changes. We'll continue to support existing direct API integrations indefinitely.

As part of these upgrades all accounts can add a webhook from their Braintree account to ChargeDesk from Setup > Gateways > Braintree Payments. This will allow us to much more quickly sync any subscriptions and their charges from your Braintree account.

If you're not yet using ChargeDesk you can now sign up with your Braintree account using our upgraded integration.

Stripe Partner Program

ChargeDesk is proud to be one of the first companies to join the new Stripe Partner Program. Most people today don’t know that only three percent of GDP is online. That’s why we’re excited to join the program to increase internet commerce and help companies start, run, and scale their businesses.

By joining the Stripe Partner Program, our mutual customers will now benefit from the combination of ChargeDesk’s billing support tools with Stripe’s seamless payments platform. Read more about the Stripe Partner Program here.

Upgraded Tax Calculation

ChargeDesk now supports more advanced tax calculations. We've made some signification changes to how tax calculations work behind the scenes. You can now set State or Province based sales tax rates from Setup > Sales Tax. On this page you can now also choose to automatically show tax imported from your payment gateway on invoices (where available). This ensures that tax shown at checkout to your customers will also always be shown on their invoices. For companies using complex tax calculations this means you no longer need to ensure you set tax rates on ChargeDesk which match those on your checkout software.

Email Delivery

We have upgraded our email delivery system to improve performance and provide deeper insights. This has resulted in better response times when performing actions which send emails. It has also enabled us to add email reporting under Reports > Email Delivery. This can help you double check your emails are being delivered correctly and understand any potential email delivery issues in your account.

Webhooks and Zapier

We've recently added beta support for webhooks. Webhooks allow you to receive programmatic notifications about events in your account, such as when a payment request is paid, or a customer makes their first payment. You can find our new webhook documentation here.

Adding webhooks has allowed allowed us to add beta support for Zapier. You can access the beta using this Zapier invite. We'd love to hear any feedback or feature requests for this integration!

Chargify

We've just launched support for Chargify! Chargify powers many popular subscription businesses including Formstack, Newsweek and Stack Overflow. If you have a Chargify account, you can now connect your account to ChargeDesk and start managing your customers and subscriptions inside your favourite helpdesk!

earlier updates

General Upgrades

We've deployed several small but notable upgrades over the past couple of weeks;

Payments MB

We're pleased to have just launched support for a new payment gateway - Payments MB! Payments MB puts all your payment processing solutions in one place.

If you have an existing Payments MB account, you can now connect your account to ChargeDesk and start using the integration instantly.

General Data Protection Regulation (GDPR)

In readiness for the GDPR to come into effect on May 25, 2018, we've made a number of changes to our service. We recommend that you review our detailed new GDPR documentation which highlights the changes we've made.

We've also made some changes to our Terms of Service and Privacy Policy to better comply with the GDPR.

Subscription Editing

ChargeDesk now includes support for editing subscriptions directly inside our apps. You can make pro-rated subscription changes on the fly as well as editing trial dates. This is currently supported for Stripe and will be rolled out for more gateways shortly.

Email & SMS Dunning

We can now help you send notifications to your customers when their payments fail (also known as dunning). These notifications can be sent for either subscription or once-off charges. We'll automatically generate a page for you were your customers can update their card on file, or you can direct your customers to update their billing details on a page on your site. SMS notifications can be sent automatically to your customers who have a mobile phone number on file.

Template Upgrades

ChargeDesk has recently released a significant upgrade to our templating system. This new system upgrades our existing system in 3 key ways;

  1. Vastly more editable components. You can now edit all user-facing text. This allows companies to translate our templates entirely into other languages.
  2. Better previews. We're really proud of our new template previews which allow you to see in real time any edits you make to your templates, exactly as they would appear to your customers. You can click on text you would like to edit an change it instantly.
  3. Multiple templates for a single company. You can create multiple templates targetted based on a set of rules. This allows you to have different templates for different products, or different templates for different languages.
Find out more about our new templating system.

Search & Performance Upgrades

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!

Embeddable Support App

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.

Subscription Self-Support

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.

Embeddable Components

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!

Generic Payment Pages

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.

Zendesk v2 App

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.

Added Tax

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.

Ticket Matching

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.

Update Credit Cards

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.

Zuora & AzureDesk

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!

Tax Summary

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.

Create Subscriptions

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

Purchase Pages for Products

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.

Edit Customers

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.

Update Card on File

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.

Flexible Payment Requests

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.

Coupon Support

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.

Faster

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.

Better Security

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.

More Currencies

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!