The latest LiveAgent 5.28 update rolled out recently and as usual, we were busy. We worked on more fixes, improvements, and updates that aim to make your workflow smooth and more accessible. We focused primarily on fixes and improvements in LiveAgent 5.28. Keep reading to find out what they are and how you can use them to your advantage.ย
New improvements
Date display in internal chat
Our internal chat would show you the times when separate messages were sent. However, you couldnโt check the date of when the message was sent. While this wasnโt such a huge issue in chats in a recent time period, this wasnโt the once they accessed the chat history. We have improved our display to show you the date when you hover your mouse over the โX agoโ information in your internal chat messages.ย
API v3 key removal confirmation
API v3 keys created in LiveAgent were easy to remove. We added a removal confirmation option so you wonโt remove your API v3 keys by accident. Each time you want to remove one of the keys, you will be required to check a checkbox to confirm the removal. This will help you avoid unwanted removals.
New email message group types
We have added two new email message groups for easier distinction. These types are Incoming email and Outgoing email. You can see this change in the UI in the Rules when setting a condition for a message group type. This change will make it easier to distinguish between sent and received messages.ย
New tweaks, fixes, and other updates
Email recipient behavior fix
Some users might have noticed a problem when hitting the โReplyโ function in LiveAgent during conversations with multiple recipients. The function would select a random recipient out of all included in the conversation, which was not supposed to happen. We have fixed this by creating a separate group called โticket participants.โ This group includes all people who previously participated in an email chain. The system will now correctly recognize the intended recipient of your replies.ย
Another change comes with the โReply to allโ behavior. Before the 5.28 update, the function added all recipients that participated in the email conversation since the first email ticket. The โReply to allโ function will only add recipients from the last message received for better convenience. This major fix also helped us to get rid of other related problems. Take a look at the three most important fixes right below.
Wrong names in ticket salutations
The mail account name of the sender is usually used in a salutation of every email reply you make. However, this became a problem if the email address didnโt include the personโs name. The automation would create interesting salutations, such as Hi [company name] instead of Hi [name of a person]. We have fixed this issue in newer versions of LiveAgent, and the name in the salutation should display correctly.ย
Cc recipient listing in tickets
Whenever you were about to use the โreply all,โ you might have noticed that the recipients in the Cc didnโt show right away. You had to click on Add recipients to see the participants. We have removed this problem in LiveAgent 5.28, and the email addresses in Cc will display correctly.
Email address duplicates in tickets
When you hit the โreply allโ function in ticketing, the system often adds the senderโs original email address twice. This issue didnโt cause any major problems, but it was confusing, and users were forced to delete the copy of the same email address. This issue has been removed.ย
Tag colors in Firefox browser
Choosing different tag colors for your tickets was difficult due to a bug that Firefox users might have experienced. The browser never saved the color selection for specific tags, and therefore it couldnโt change the color. This issue has been fixed, and all LiveAgent users who use Firefox wonโt experience this issue anymore.ย
Double copy-pasting in tickets
Some copy-pasting situations in customer tickets showed a bug where the copied image gets pasted twice with a single keystroke command. The picture then had to be manually removed from the ticket before continuing. We took notice of this bug and removed it so you wonโt have to delete each time the copy-paste function pastes a picture twice.ย
Time filter issues
Time filters for email outbox werenโt displaying some of the emails within a selected time. This issue was caused by a lack of conversion from local to server time. This issue has been resolved, and the time filter will not display all emails from a selected time.ย
Ticket problems with older versions of Safari
Users who rely on older versions of the Safari browser might have experienced issues with tickets. The tickets wouldnโt open up on Safari versions 13 and below. We understand that upgrading the browser is not an option for everybody for various reasons, and thatโs why we fixed this issue to allow access to older versions.ย
IP search in ban logs
Searching for banned IP addresses in the ban logs was something impossible due to a bug that wouldnโt show IPs that users searched for. This issue has been fixed and wonโt cause any more problems.
IVR record search
Our Interactive Voice Response records are always stored, but LiveAgent users often rely on our search widget to find the ones they look for when they pile up. Our IVR record search had a bug that halted any search and refreshed the records list. This issue is not present in LiveAgent 5.28, and the search widget will work correctly.ย
Facebook message fetching
The Facebook ticketing feature had a bug where the LiveAgent ticketing system couldnโt fetch messages with certain parameters. This issue resulted in missing messages that couldnโt be retrieved automatically. LiveAgent 5.28 no longer has this issue, and the system will fetch all Facebook messages.
Graph and diagram loading error
Some reports with diagrams or graphs had a bug where none of the report visualizations would show. Whenever the users clicked through types of diagrams and wanted to see the previous option, they would get an error. This error caused the app to stop loading the graph or diagram. This issue has been removed.ย
Two-factor authentication QR code
LiveAgentโs two-factor authentication setting had a problem. Whenever you wanted to enable two-factor authentication, the QR required for enabling this feature would sometimes disappear. This meant that all users who experienced this issue could not enable two-factor authentication in their help desk system. We have noticed this problem and removed it in 5.28.ย
Offline ticket sorting issue
Whenever a customer leaves an offline message for agents in a ticket, our system is supposed to adjust the sorting of these tickets by their importance. A certain bug caused the system to ignore the importance of offline messages and didnโt sort them accordingly. Our team promptly fixed this bug related to offline messages.ย
Chat availability reports
Chat availability reports sometimes showed wrong chat availability across all departments when our users selected the โanyโ value. When they clicked on separate departments, the reports showed the correct times. This problem led to some confusion about live chat agent availability values. The problem is no longer present in the 5.28 version.ย
Facebook post creation problems
Some users experienced a problem when creating new Facebook posts in LiveAgent. A new window will open when users create a Facebook post via LiveAgent and hit send. However, when trying to open the ticket after it was created, users would get an error, and the post wouldnโt open up. We removed this Facebook posting issue.ย
Hyperlinks in tickets
Our tickets always support hyperlinks for agent and customer convenience. However, we have found an issue with ticket codes in tickets that werenโt converted into hyperlinks. This issue slowed down the agent workflow when sharing ticket IDs with others. The issue has been removed, and ticket ID hyperlinks will work correctly.ย
Ticket recipient removal bug
Sometimes when hitting the reply button in a customer ticket, the recipient email would get deleted from the field. Instead, the system hid the email address in Cc. This has been confusing for agents trying to reply to their customers and led to a surprise when they couldnโt see the recipientโs email address.ย
What would you like to see in the next update?
We are currently busy working on the next LiveAgent update, and we would like to hear your ideas. Do you have suggestions for improvements, updates, or even new features you would like to see in the future versions? Hit us up via email, send us a chat message, or give us a call and let us know about your ideas.
LiveAgent 5.37 โ More fixes and updates to our features
LiveAgent 5.37 update resolves various issues, including problems with WhatsApp tag rules, design issues in online visitors section, pre-chat form field problems, inability to receive multiple contact cards in WhatsApp, and Facebook videos not showing up. Additionally, LiveAgent has improved search functionality, removed option to delete built-in languages, and resolved a bug with sending offline messages in chat. Ticket fields will also be sorted alphabetically for improved navigation. LiveAgent offers an easy-to-use customer support platform via live chat, email, phone, social media and more.
Facebook ticketing allows customers to connect with brands through social media, generating tickets that are automatically sent to the help desk. Agents can then respond to messages and comments, improving customer satisfaction as inquiries can be handled directly on social media. LiveAgent offers ticketing from Facebook through full system integration, and multi-site monitoring is also available. This system also allows for conversations with customers to be archived in tickets, and notifications can be displayed on Facebook profiles. The integration with Instagram, which is part of the Facebook team, is also possible.
Ticket forms, also known as contact forms, are a standard feature in most ticketing system solutions. They allow you to collect additional information from customers before they submit queries, using dropdown menus or mandatory fields. The form can be placed anywhere on your website to be easily accessible. Furthermore, they can be created for many types of service requests, allowing you to precisely enter individual content and specific categories. LiveAgent offers customizable ticket forms, transfer ticket function, and other related functions.
LiveAgent is a customer service software solution that provides several features, including a complaint management system, email management software, self-service software, and an inbound call center software. It also offers client portal software and a help desk software for startups. With its typing test costs calculator, LiveAgent provides a pricing model that helps businesses estimate their expenditures. The company offers a free trial, and support includes a support portal and data migration. LiveAgent's sales contacts and social media accounts are available for users to stay up-to-date with the latest news and discounts. The company also provides GDPR-compliant policies and security measures.
