Welcome back to our latest update blog! This month, we’ve focused on implementing customer-requested improvements, boosting security, and resolving some pesky issues that have cropped up. Let’s get straight into what’s new at LiveAgent.

AWS migration update: Singapore on the horizon

Let’s start off with a quick update for our AWS migration transition, as we know many of you are following the move.

We’re pleased to announce that in September, we’ll begin the migration of our Singapore data center to AWS. This marks the third of six legacy data centers we’ve migrated, with the UK and DE data centers still to come. Once the Singapore migration is underway, customers affected will receive email notifications.

Improvement: “Keep Ticket State” option checked by default for Mass Actions

We’ve listened to your feedback, and based on popular demand, we’ve made a small but impactful change.

The "Keep ticket state" box checked in the mass actions setting section in LiveAgent.

When transferring tickets via mass actions, the “Keep Ticket State” checkbox will now be checked by default. This prevents unwanted reopenings of tickets when you simply want to transfer or assign them in bulk. However, for individual ticket actions, this option remains unchecked by default, as it has been.

Various security fixes and improvements implemented

Our commitment to your security is unwavering.

To ensure LiveAgent stays compliant with the latest security standards and keeps you protected from evolving threats, we’ve rolled out several important security fixes and enhancements. These include measures to prevent tabnabbing, XSS attacks, and addressing a minor edge case where system messages from tickets could be displayed to customers.

Rest assured, your safety is our top priority.

Fix for stuck chats with disconnected customers

We recently encountered an issue where chats could become stuck if a customer was disconnected mid-conversation. This was particularly frustrating as it required developer intervention to resolve.

Fortunately, our development team has fixed this issue in version 5.49, ensuring that chats will no longer get stuck due to disconnections.

Logout issue resolved

There was a minor issue where users who closed their browser tab or the entire browser without logging out properly remained online, even after their session expired.

This problem has now been resolved, ensuring that users are automatically logged out when they close their LiveAgent panel without using the logout button.

New API ticket retrieval limits introduced

As of LiveAgent version 5.50, we’ve introduced a limit to the number of tickets that can be retrieved via API to ensure better performance and stability.

The v1 API is now limited to 1,000 tickets, while the v3 API can retrieve up to 10,000 tickets. If you regularly use the API to retrieve large lists of tickets, you’ll need to apply more specific filters to narrow down the number of tickets retrieved in each call.

For more detailed information, you can check out our knowledge base article on the limitation of API tickets.

Outro

That’s all for today’s update!

In addition to some small design tweaks, our developers have completed the new ticket grid design, which will be rolled out soon. We’re also excited to announce the upcoming release of the Department Roles feature, which will give administrators more control by allowing them to specify which agents can view tickets in certain departments without replying to them.

Looking ahead, we’ve reviewed our internal roadmap and prioritized the most requested features from our customers. As a sneak peek, we’re thrilled to share that two major AI features are in the works: a native AI chatbot, and an AI Answer Suggestions feature that can read the ticket history and propose an AI-generated answer accordingly.

Thank you for your continued trust and support as we work to make LiveAgent even better for you. Stay tuned for more exciting updates!

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Penelope Myszka

Penelope is a seasoned copywriter and content specialist at LiveAgent, where she has spent over two years crafting insightful content on topics such as customer service, AI, and affiliate marketing. With a background in business and psychology, she translates complex ideas into easily digestible content. During her time at LiveAgent, Penelope has worked closely with customer service experts to produce engaging content that balances being both informative and practical. Drawing on extensive experience working with people, she strives to make useful and comprehensive content. When Penelope's not experimenting with endless word combinations, she's spilling herself over canvases and plants