March

25.03.19

Slack integrations

We are happy to announce a new integration! Now you can connect your Slack channel to Usedesk and get all messages as tickets. Once you send a reply from Usedesk, it will appear in the same Slack channel. Please follow the link for more details: https://docs.usedesk.ru/article/8981.

Search by phone

We have improved the algorithm of client search by phone. Now the system can identify a variety of numbers. For instance, it will consider the following numbers as equal:

+79876543211

8(987) 654-32-11

Priority field in ticket creation

By popular demand, we have added the field "Priority" to the ticket creation page.

Client profile

We have also improved the client info block as you requested. Now, all complete contact fields will be displayed on the ticket page and the additional space for your notes right under the contacts for quicker client identification.

11.03.19

New hi-tech site engine

We have successfully moved our software to the new high-tech engine. Last two weeks were extremely difficult for us and not comfortable for our clients. We deeply appreciate your patience. From now on, the system will operate much more quickly and stable.

Automatic offline improvements

In the profile settings, you can see a new option of "Automatic offline". When it is turned on, the system tracks if the user is online in Usedesk and, if not, switches his/her chat status off. This option affects chat status only.

NB! If you need to continue working with offline chat status (so new chats will not be assigned to you), simply switch the status off manually. To return to the automatic mode, switch it back on manually as well.

Outgoing calls

Now you can start outgoing calls right from Usedesk via Mango, Gravitel or Voximplant phone service providers. If you call from the client's profile, Usedesk will create a new ticket. If you call from the ticket page, information about the call will be added to the current ticket.

Flexible triggers

We have fixed some permissions that didn't work correctly. Now users with view-only permissions for chats

  • do not participate in chats distribution
  • can see all open dialogues in the chat list
  • cannot interact with chats assigned to other users
  • get full permissions to work with chats they've been assigned to in the view-only mode

Unassigned chats

Now all unassigned chats appear in the relevant group on the chat page. This will help you to quickly see the requests that still are not processed by any employee.

Number of unread messages in chats

If a new message is received in a dialogue you are currently checking by scrolling it up, you will see a specific badge with the number. By clicking on it, you will proceed to those new messages.

Selection of a number for WhatsApp chat initialization

If you are going to start a WhatsApp chat with a client who has a few phone numbers, now you can select the necessary one at the very beginning.

Permissions to view chats

We have fixed some permissions that didn't work correctly. Now users with view-only permissions for chats

  • do not participate in chats distribution
  • can see all open dialogues in the chat list
  • cannot interact with chats assigned to other users
  • get full permissions to work with chats they've been assigned to in the view-only mode

Permissions to close chats

To eliminate the human dimension, we added a special setting for chat channels that allows a chat dialogue to be closed only by its assignee.

Co-browsing improvements

We further developed co-browsing capacities. Now agents can supervise clients' actions on the page and highlight particular spots to provide better guidance. This helps to expedite the resolution of clients' issues.

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