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Welcome back to our monthly dive into the latest and greatest from LiveAgent. This month, we have some exciting updates that aim to improve your experience, streamline workflows, and embrace the future of customer support. Let’s dive in and see what’s in the works for February!
A new look for ticket control buttons and icons
First, following up on our promise from the last update, the ticket control buttons have undergone a transformation, fine-tuned with your feedback in mind. We're excited to present their final design: sleeker, more intuitive, and just waiting for you to click on them.
Buttons with new icons in LiveAgent
But why stop there? We're giving all LiveAgent icons a new look. From the menu to the submenu icons, we're sprucing everything up. It's all part of our mission to make your workspace not only more functional, but also more visually appealing. Keep your eyes peeled, there's more on the way!
List of icons in the LiveAgent menu
Migrating to a better future with Amazon servers
Big news is that we will officially begin migrating all LiveAgent accounts to our new Amazon servers in March 2024. This move promises improved stability, speed, and overall performance that will make your LiveAgent experience smoother than ever. We will be in touch with you with detailed announcements to prepare you for your data center migration, so keep an eye on your inbox !
Ticket Removal Action Saga: Solved!
On our journey to perfect your LiveAgent experience, we overhauled the ticket management workflow , particularly around the “Closed” ticket status we introduced a while back. Initially, this status was designed with a cautious approach, allowing only manual actions to close tickets, with the goal of familiarizing our users with the new workflow and avoiding accidental permanent closures. Fast forward to today, and thanks to your adaptability and feedback, we’re removing those training wheels.
We’ve revamped the “ delete ticket ” action into a more streamlined “ close and delete ticket ” action. This major update frees you from the manual work of closing tickets one by one. Now, you can effortlessly manage closing and deleting tickets in bulk, using bulk actions or automated rules, even bypassing the need to mark them as “Resolved” first.
Automatic rule setup that displays the "close and delete ticket" action in LiveAgent
This leap toward efficiency, however, comes with a note of caution: closed tickets are sealed forever. We encourage you to exercise this new power mindfully, echoing the wise words of Spiderman's uncle: With great power comes great responsibility.
External undeliverable mail notifications are now on the radar
Our commitment to making LiveAgent the most user-centric help desk software continues with our latest development: better handling of undelivered email notifications. We noticed the gap between the need to stay informed about email delivery issues and our system’s ability to retrieve delivery notifications from emails sent from outside of LiveAgent. Based on your valuable input, our developers have worked tirelessly to close this gap.
We are introducing an innovative setting that allows you to seamlessly brazil whatsapp number data retrieve undelivered email notifications directly in your LiveAgent dashboard. This enhancement ensures that you are always informed, without the need to switch between your dashboard and external email inboxes.
It is important to note that this update specifically introduces the option to receive delivery notifications for emails sent directly from your email addresses to LiveAgent, while failed delivery notifications for emails sent from LiveAgent were received and will continue to be available in the response delivery status indicator as usual.
Email settings in LiveAgent showing the option "Get unrelated non-delivery report"
Outro
Our developers are hard at work on the aforementioned chat refactoring, the new dashboard theme, and the AI response assistant. Focusing on the upcoming migration, we are channeling our energies into making sure it is as smooth and beneficial as possible for you.
That concludes this month's update! As always, we appreciate your feedback, support, and enthusiasm for making LiveAgent the best it can be. Stay tuned for more updates, see you then!
