Colour settings in Knowledge Base

At last colour settings in the knowledge base have been fixed, so now they operate correctly. If earlier you have set some colours in the fields listed below, it's a good time to revise them.

The settings that have been fixed are:

  • Background colour
  • Header colour
  • Text colour
  • Link colour
  • Link background
  • Nav link colour

Keeping chat dialogue history

For those who can precisely identify customers are joining the chat, we implemented a very useful option. From now on you can store the whole correspondence with a customer and display it each time he/she contacts you via Usedesk widget chat. For this, we added the signature parameter to the 'userIdentify' method. Read full info in our API documentation.

'Form title' in the feedback form settings

In widget settings, the field 'Form title' was added for the feedback form, so now you can name it as you wish. The title is displayed on the customers' side. If empty, your clients will see the standard 'Feedback form' as a title.

'Greeting' in the feedback form settings

In widget settings, the field 'Greeting' was added for the feedback form. If you add a message, it will appear in the feedback form on behalf of the company bot.

Report filters

Recently we began to rethink the operation and the interface of all Usedesk reports. First, we have revised report filters — and voila, now it looks and works the same as in Tickets. Filter parameters have been moved from the left side to the top. You can set parameters to generate a report, save them as a solid filter and make it available for all users to get an actual report by a single click. The set of report filters is the object of our further major developments.


Interaction with some filters

All the filters with multiple-choice the buttons "Apply" and "One of" have been moved to the top of the drop-down menu, so they don't overlap it.

User job position

You can now see the users' job position on ticket pages, both in technical comments and in the assignee selection drop-down menu. This will provide a better understanding of the company structure.

Indication of the user group

By analogy with user job position, now in tickets, we indicate the user's group.

Dimensional interface changes of the ticket list page

In Tickets the filter pane on the left has been narrowed to give more space to the ticket table that is more important and informative. Soon the functionality of complex filters will also be improved. If the filter name is too long to fit in the pane, simply move the mouse over it to see the full version.

Disabling automatic chat assignment in particular cases

Sometimes it is necessary to leave a chat unassigned. For instance, when the Usedesk bot sends an auto-reply and closes the dialogue, there is no need to notify users about the chat. Therefore, new logic has been added to triggers. When a trigger updates a ticket assignee to "No assignee", it also switches the automatic ticket distribution, so nobody is disturbed in vain.

Variables for the link to CSI request

Finally, we have fixed the operation of variables that you can add to the CSI request link. Now you can develop the link on your own for any channel. For example, your clients can follow the link in SMS sent automatically by a trigger in order to open a CSI form and leave a mark.

New values you get when requesting the list of knowledge base articles

In response to the request of the list of knowledge base articles via API, three more new figures will be provided:

  • Directory name
  • Category name
  • The link to the directory image

This may be useful if you develop your help centre based on our system — more details in the API documentation.

Here is the example on our customer's website of what you can get as a result: https://biz.megafon.ru/faq

Shortcuts (hotkeys)

Now you can manage the system using shortcuts. The list of available actions is not very long, but there are many more to come.

  • Move quickly to another chat: K/J (k-up, j-down)
  • Change user status in chats: U+S
  • Change user status on the tickets list page: U+S
  • Move to the next/previous ticket: K/J (k-next, j-previous)
  • Reset all the filters on the tickets list page: ESC
  • Assign the ticket you are currently observing to yourself: U+M
  • Assign the chat you are currently observing to yourself: U+M
  • Create a new ticket from any page of the Usedesk account: U+N

Several concurrent SLA policies

Ultimately, we made it to this very significant functionality. Now the system allows you to set a few SLA policies working for different cases or users simultaneously. Besides, there is a new icon on the top of the ticket view page. It not only indicates the SLA policy applied to the ticket but also allows it to change it quickly. Beyond this, you can change the SLA policy in particular cases automatically using the new action added to triggers. Lastly, triggers can change the SLA policy as a reaction to the change of the ticket assignee.

Consequently, you can create two or more various SLA policies to apply either one or another as appropriate. For instance, you receive a ticket with the "Technical" category value, then switch the general SLA police to the one with a longer first response time, since usually, such cases are more difficult to process. You can change it manually or automatically (using triggers).

This set of functions was the last one in the series of developments to transform Usedesk into a multitasking system.


New values you get with the ticket list in response to API request

We continue to enhance the capacities of our API to provide a more comfortable operation. In requesting the list of tickets, you will get a few more figures in the response, such as:

  • Status
  • Type
  • Priority
  • Creation date
  • Reminder date (if set)
  • Last comment

API documentation

Integration with WeChat

From now on, you can connect the most popular South-East Asian messenger to your Usedesk account. All messages sent to your WeChat will be displayed in Usedesk and can be replied right from there.

CSI for Slack

Customer satisfaction evaluation is enabled for the recently added Slack channel.

Data encryption

Now you can encode POST-parameters of dynamic blocks. This may be necessary when transmitting sensitive data, such as usernames or passwords of the services you integrate with Usedesk.

SLA on internal comments

Now the system can launch the SLA timer in response to internal comments. It can greatly assist those who communicate with customers and other colleagues inside the company.