Since the launch of Hearo we have used a chat-based tool to facilitate support requests from our Remote Support Users. While we think this was a useful tool, it lacked in providing awareness as to the status and further insights to the journey of a support request.

To address this, we are moving to a ticket-based support tool. You will still see a green support button at the bottom right side of the Hearo Dashboard. Clicking on this will open a new tab in your browser to the support ticket page. Here you will be able to submit a new ticket as well as see/update all of your other tickets.

With this new system you will now have visibility to the status of each ticket, and conversations will be kept in the context of each specific ticket.

We hope you will find this update useful. Please feel free to provide any feedback - you could even do so via a support ticket 😉

In order to better support our power-users who are monitoring more than a handful of locations we've added the ability to set a custom priority order of locations on the dashboard. A draggable handle has been added in the upper right hand corner of each location.

Clicking and dragging on this handle will allow a user to position that location in the preferred order on their dashboard.  This preference will be saved and loaded automatically for that user when they re-visit the dashboard.

Prior to this update, incoming calls were not displayed to a Remote Support user if they were already engaged in a call. With this update, they will now see all incoming calls, ensuring full visibility to anyone trying to call support. If a subsequent call is answered, the active call will end and the new one will begin.

In addition to handling multiple incoming calls, we have also added the ability for a Remote Support user to respond to a call with a written message.

Clicking the middle button on an incoming call will open an input field to type a custom message that will be displayed to the caller.

A confirmation message will show in the dashboard log when the green button is pressed on the caller's screen.