General updates


Knowledge base list

We have finalized the list of Knowledge bases:

  • If a base name is longer than two lines, a remaining text will go under the ellipsis and appear when you hover over the Knowledge base;

  • the bars now have a minimalistic icon in a book form;
  • the list of bases has now a logical and convenient sorting by names - the first are those which contain symbols in the beginning (!#$%^&), then there arethose which contain numbers, then the bases are sorted by the English alphabet. Orientation in the list of bases has become easier.


Knowledge base. New styles

In February, we introduced new Knowledge base styles. We continue to release updates for the new styles:

  • the search results view in the Knowledge base has been updated — now it is easier to understand in which article the searched words are found. The names of found articles are left on top, and the path to them has been moved under the text. This is how the search results looks like now:

  • the search field matches the new styles: the field sizes and the search query text sizes were reduced, the field corners were rounded;
  • the «Categories» header was slightly reduced (h1→h2) and became a separate page element. It was disconnected from the categories listed below:

  • there is no more line separating a section description and a number of articles in a section:

  • we changed the font sizes in the headers. Texts in the Base now look nicer. The new default sizes are:
    • h1 {font-size:26px;}
    • h2 {font-size:22px;}
    • h3 {font-size:18px;}
    • h4 {font-size:16px;}
    • h5 {font-size:14px;}
    • h6 {font-size:12px;}
  • We changed the header type of article titles to the more logical type — from h4 to h1;
  • We changed the header type «Search results by word» to the more logical type — from h4 to h1.


Channel sorting

Channels in a corresponding section are sorted into groups according to their type: e-mail channels go first, then chats go, followed by social networks and messengers. In general, in the order in which they are specified when creating a new channel.

There was not very convenient sorting within channel type groups — by the date of the last channel change. When there are so many channels, it is easy to get confused, and you had to waste time to find the right one.

We have made the sorting within groups more logical: first the channels are sorted by symbols (!#$%^&), then they are sorted by numbers, then — by the English alphabet.

If you change a name of an existing channel, it will move to a new position within a group according to a new sorting.


Listening to audio recordings

Sometimes clients can send very long audio messages — especially if they are communicating with you via Telegram.

Even the most sensitive and attentive support worker can get tired of it. And it takes more time to work with audio messages than with text messages.

To make agents reply faster to such queries and not get discouraged, we added an audio acceleration feature that doubles an audio speed:

Let your clients be happy with prompt replies, and the support will save energy :)


Types of custom fields

Previously, in the custom field settings it was almost impossible to understand what type it belonged to: a text, a checkbox, a nested or a regular drop-down list. You had to waste time to open any query card and check an assumption.

We solved the problem – a field type is now displayed in its settings next to the ID:

And we also added icons for each type of a field in the list of additional fields:

Now you can easily navigate through your additional fields not going into their settings.



Technical information transfer to Usedesk

We implemented the technical information and device data transfer to Usedesk. In the service comment to a ticket agents will see:

  • App name
  • App version
  • Device model
  • Device ID
  • OS version

You no longer have to waste time asking a client for more information - queries will be processed faster.

Android SDK


New Knowledge base

We updated the Knowledge base:

  • we completely reworked the design and the work logic — now your Base will work faster and smoother;
  • we added an ability to open the Knowledge Base at a specified article, a category or a section (deep linking) — a button, referring to a specific article, can be now sent to a client, not to the entire Base, as before;
  • we added tags to negative feedback and an ability to customize them. If a client does not like an article in the Base, he will be able not only to leave a comment, but also select a problem from proposed tags. By default, we made such tags: «I didn't find the answer», «No pics», «It won't work», «The font size is too small» and «It's challenging to find what I looked for».