Added the ability to customize the tickets table. What can be done:
Expansion is paid.
Now you can choose a picture for the section, which you can then "pull" using the API. These pictures do not yet fall into the knowledge base itself.
We added accounting for custom sorting of sections, categories and articles when issuing to the API. As in the interface, we set the structure, so we get in the API.
Added getting the id of the section to which the article belongs when getting a list of articles or a separate article.
Accelerated processing of API requests
Brought the item "Agents" from the "Settings" in the main menu. Transferred to it the item "Agent Groups".
Renamed the item "Integration" to "Extensions".
We brought in a separate block the settings of the widget items that the user sees when the widget is opened. Now you can separately disable in the Chat / Feedback widget, the knowledge base, instant messengers.
They added a button to the employee editor to the comment editor panel. You can simply click on the button, and the system will set the "@" symbol in the place where the cursor was.
Added the agent's name in the chat - for cases when several employees communicate with the same client. Remembering all avatars is now optional.
Now clients can be created through the API: Clients.
If the client wrote to you in the chat on the site but did not wait for the operator to answer and left the site (closed the browser or tab), the chat is considered to be missed. Enter in this field the number of seconds the client has to return. For example, if the value is 10 seconds, and the client closed the tab and opened it again after 7 seconds, the chat will not be marked as skipped.
Leave 0 if you need to do this immediately, as the customer has left.
As you know, all the answers on the automatic rules go on behalf of Bot. Previously, they were not taken into account by the system, and it was impossible to generate a report on them. Now it is possible to do it. This is necessary in order to understand how effectively the rules are set up, and how often the problem is solved with a single bot (without involving the agent).
Added to the methods: List of clients and Separate client - getting a list of tickets that are tied to the client.
Added the "client id" parameter to get the Ticket List - allows you to get a list of tickets for a specific client.
Hid from the list of the main points of the system menu "Panel".
Transferred from the list of main points of the system menu "Blocks" in the "Settings".
Change the icon of the "Settings" menu to more intuitive.
Changed the button to switch the agent's status in the chat, list of the ticket, lists of agents.
Modified the widget waves.
Formed our API on the knowledge base: Knowledge base
Now you can interact with the KB through the API. The documentation is currently under expansion.
A new provider through which you can integrate with Whatsapp: in this regard, it is expected to increase stability and simplify the connection.
TIn the ticket now can view all images that the client sent as part of a comment at once. You can switch images between themselves through the interface's buttons or using the arrows on the keyboard.
In the chat is now displayed image preview.
In the chat, you can now open images for viewing without downloading.
The item "Add to ticket interface" appeared in the settings of the additional field. If it is enabled, the system displays this field in the ticket.
Made the instructions for connecting Yandex Chat.
Added agents status (online/offline) for tickets - by analogy with the status in chat rooms. Also added an action in the automatic rules that will respond to this status: "Assign to any agent (online)". Accordingly, you can now configure the system so that it assigns tickets only to active agents.
Now you can customize how many times the widget will be animated, attracting attention.
Expanded widget API. Documentation can be found here: https://usedeskkb.atlassian.net/wiki/spaces/APIDOC...
The condition of the "Attachments" rule can now be more flexibly configured. The problem was that the primary message could be some kind of internal system message.
When creating a new ticket with an internal commentary, it will remain in the "New" status.
If you send a picture with a signature via Telegram, all the information will go into the system.
If you write a comment and attach a file, then refresh the page - the system will remember everything you wrote and attached.
If the client closes the widget, and after that, the agent writes something to him - the system will show the unread message counter on the widget.
We added all the settings of the Feedback Form under one unit, simplified them and expanded the functionality. Now you can change the theme of the appeal and indicate the obligation to fill in any additional fields.