Step into the virtual update room where we’ve laid out a wide range of new features and improvements, each one more exciting than the last. This month’s updates come with features that will improve your daily operations. Let’s jump right in!
Enhanced SLA Functionality: Unlock Enhanced Efficiency
We’ve cut through the clutter and brought some clear, easy-to-understand logic. Now, tickets without a service agreement level automatically get a 7-day background timer to keep things running smoothly and avoid them getting stuck at the bottom of the ticket list.
We have also reworked the order of tickets in the ticket list by importance, and improved the distribution of resolution function. In addition, the SLA log has received some improvements. It now shows closed records and removes pending records to avoid misunderstandings and resolve changes over time.
Just a quick ticket. Adjusting SLA times will not recalculate SLA times for existing tickets, but will only apply to new upcoming tickets.
And because we like to go the extra mile once we implement something new, there’s also a feature to update the SLA down the road.
Some information on the “closed” ticket status
Remember the new “Closed” ticket state we mentioned? It’s the end point for tickets – there’s no going back once tickets are marked as closed. Right now, closing tickets is a manual action to avoid accidentally closing a group of tickets using bulk actions or rules. But don’t worry, we’re preparing some improvements to make this ticket closing process fast and reliable.
Also, there’s more and we think this is the best point – we’re introducing a new custom rule for closing tickets, as well as a new SLA type coming soon to store the final timestamp when the ticket is closed.
Just a heads up: Cleared status has evolved. With the introduction of the “Closed” status in version 5.44, only “Closed” tickets can now be cleared. This change means that tickets must be resolved first – either manually, via group actions, or automatically via rules. Tickets in any unresolved status cannot be closed.
Closing a ticket is a manual step to ensure security, because it cannot be reversed. Once a ticket is closed, then, and only then, can it be cleared, either manually, by bulk actions, or automatically. This approach is designed to prevent tickets belgium email list from being accidentally closed irreversibly and to make ticket management more logical and workflow-friendly. The reason tickets are not allowed to be closed by bulk actions or rules is to maintain control and prevent irreversible actions without exclusive confirmation, ensuring a smoother and more secure ticket management process.
What’s more, we understand the importance of making this process easy and welcome suggestions for improvements to our development team to enhance user experience and effectiveness.
The boom of abbreviations for chat and communication
Shortcuts are like the secret weapon of efficiency, right? The more shortcuts, the better, so we’ve added several new shortcuts to manage chats and calls faster than ever. Double-tap the Control key or press Control + ⇧ Shift + ? to check them out.
Merge and Merge Function: Smooth Navigation Ahead
Good news about merge and split functionality! We understand how essential they are to your workflow, and we apologize for any inconvenience you may have experienced in the past. Fortunately, we’ve made a fix in version 5.44 so that tickets with merged and split messages are easy to access, regardless of whether to create email campaigns you end up in the wrong section.
succession
Some tweaking of our ticket control buttons, we won’t stop here. Thanks to all the suggestions and feedback, we’ve been brainstorming more ideas to improve the design for more user-friendly buttons. Here’s a quick screenshot, but keep in cz lists mind that the final view could be further tweaked.
That’s not all! When one fix is over, another begins. We have a chat improvement coming on the horizon, so keep your eyes peeled. Also, just a quick peek, our new design is getting ready to look even more awesome.
That’s the wrap-up for now! Stay tuned for more updates – we always have something new to come at LiveAgent. Thanks for joining us, and we look forward to sharing more with you soo