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Hello and welcome to the January edition of our monthly update blog. Enter our virtual update room where we've prepared a number of new features and improvements, each one more exciting than the last. This month's updates include advancements that aim to improve your daily operations. Let's dive right in!
Renewed SLA functionality: improved efficiency unlocked
Guess what? We've finally crossed the finish line with our SLA refactoring! We've removed the clutter and built in clear, easy-to-understand logic. Now, tickets without an SLA level automatically get a 7-day background timer to keep things running smoothly and prevent them from piling up at the bottom of the Tickets list.
We also refined the order of tickets in the Tickets by Importance list and improved the distribution of the To Resolve feature. Additionally, the SLA log received some improvements, now showing only closed records and removing pending records to avoid misunderstandings and report changes over time.
Just a quick reminder: adjusting your SLA times will not recalculate SLA times for existing tickets, but will only apply to new ones that come in.
And because we love going the extra mile right after implementing something new, there will soon be a feature to modify the default SLA level.
ANS Login Customer Support Software - LiveAgent
The truth about the “Closed” ticket status
Remember the new “Closed” ticket status we mentioned? It’s the final end point for tickets – there’s no going back once a ticket is marked Closed. For now, closing tickets is a manual affair to avoid accidental mass closures via bulk actions or rules . But don’t worry, we’re preparing some improvements to make this ticket closing process quick but foolproof.
Plus, there's more, and we consider this to be the cherry on the cake: we're introducing a new custom role permission to close tickets, as well as a new SLA type coming soon to store the final timestamp of when the ticket is closed.
Just a heads up: the Deleted status has evolved. With the introduction of the “Closed” status in version 5.44, only “Closed” tickets can now be deleted. This change means that tickets must first be resolved (either manually, via a bulk action, or automatically via rules) before they can be closed. Tickets with any status other than Resolved cannot be closed.
Closing a ticket is a manual step to ensure security, as this action is irreversible. Once a ticket is closed, then, and only then, can it be deleted, either manually, via a bulk action, or automatically. This approach is designed to prevent accidental ticket closing and make ticket management more logical and workflow-friendly. The reason behind not allowing ticket closing via bulk actions or rules is to maintain control and prevent irreversible actions without explicit confirmation, ensuring a smoother and more secure ticket management process.
We are also aware of the importance of streamlining this process and are considering suggestions for improvement for our development team to enhance user experience and efficiency.
Bonanza of shortcuts for chats and calls
Shortcuts are like secret weapons for efficiency, right? The more shortcuts, the better, which is why we’ve added several new ones to handle chats and calls faster than ever. Double-tap Control or press Control + ⇧ Shift + ? to see them.
Screenshot showing a number of keyboard shortcuts for ticket management in LiveAgent help desk software
Merge and split functions: Smooth navigation forward
Great news about the Merge and Split features! We understand how essential brazil whatsapp number data they are to your workflow and apologize for any recent bugs you may have encountered. Fortunately, we implemented a fix in version 5.44 to make accessing tickets with merged or split messages a breeze, regardless of incorrectly required department access .
Outro
After improving our ticket control buttons, we won't stop there. Thanks to all the amazing feedback and suggestions, we're thinking about further design improvements for even more user-friendly buttons. Here's an initial look with a screenshot, but keep in mind that the final look can be further adjusted.
LiveAgent: New look for ticket control buttons
That's not all! Where one refactoring ends, another begins. We've got a new Chat refactoring on the horizon, so keep your eyes peeled. Also, just a sneak peek: our new theme is shaping up to look more elegant.
That’s all for now! Stay tuned for more updates – we always have something brewing at LiveAgent. Thanks so much for joining us and we look forward to sharing more with you soon.
