Setup Agent’s work departments and all tickets with status “open” and “new” will be assigned to him as “to solve” tickets. Also, you can setup that all tickets assigned to an agent (no matter from what department) will be his “to solve” tickets. To do this, go to Configuration->System->General and check Route “assigned to me” tickets.
By optimizing the number of SQL commands in several actions, we were able to achieve a noticable speed improvement. For those of you, who haven’t updated your LiveAgent lately, we highly advise to do so now as some actions are now executed more than 100x faster.
See the latest changelog here.
We aired a new version of LiveAgent on November 28th. This update brings a new usability improvement, a significant enchancement in speed and also some bug fixes.
In order to improve the process of ticket solving, we remodeled the pop-up open ticket box into a “Tickets to solve” box at the top panel. Now your agents will be constantly notified about due tickets.
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