LiveAgent monthly product update: October edition

As we step into November, we are excited to introduce a collection of improvements aimed at enhancing your support efficiency. From an enhanced ticket field system to a user-friendly spam threshold adjustment, evolved department management, and an upcoming integration with Telegram, we continue to tailor our software with you in mind. Without further ado, let’s delve into October updates and improvements from LiveAgent!

Unveiling enhanced ticket field functionality

We’re excited to announce the progressive development of our ticket field system. This update is designed to make the ticket field system more consistent and easier to understand. It creates clear links between the fields in forms and their settings in the configuration, helping to fix related issues. 

Starting with version 5.59, when you create a new field from a form, its matching ticket field definition in the configuration is automatically created—and the same works the other way around. The enhancement also eliminates the possibility of changing the type of a form field that differs from the associated definition.

Legacy fields that might be missing definitions or bear a different type than their definition won’t be added to the submitted ticket’s fields. Hence, we recommend users who use custom fields in their contact form widgets or pre-chat forms to review their widgets, and to make sure they work correctly and that all fields are properly filled and set as needed.

Introducing customizable spam threshold

We’ve listened to your feedback and noticed cases where valid tickets were incorrectly marked as spam because their scores were above the 5.0 threshold. To resolve this, we’ve added an option in your email settings to adjust the threshold in response to the frequency of incorrect spam marking by our servers. This way, you can have more control over your email classification and avoid missing any valid mails.

Enhancements to managing departments

To improve your experience even more, we are currently working on a department archiving feature, similar to how our tags archiving works. This new feature is designed to bring more flexibility to the management of your departments. Instead of permanently deleting inactive departments, you will be able to archive them. You’ll still be able to see archived departments in tickets, filters, and reports. We’re excited about this development and will share more specific details soon.

LiveAgent adds Telegram integration

Last but not least, we’re thrilled to let you know that our team is currently developing an integration with the popular messaging app & social media platform, Telegram. This will let you expand your reach by connecting with customers through one of the world’s most popular messaging platforms, giving access to audiences in regions where Telegram is widely used.

What’s next

Our diligent developers are working on a new call center mobile app among other exciting projects. As we wrap up the updates for this month, we want to extend our gratitude for your unwavering loyalty, invaluable feedback, and vigilant bug reporting. It’s with your support that we keep improving and providing top-notch software. Remember to stay in tune for more upcoming enhancements!

Lilia Savko

Lilia is a copywriter at LiveAgent. Passionate about customer support, she crafts engaging content that highlights the power of seamless communication and exceptional AI-powered service.

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