Hey there and Happy New Year! As we step into a fresh year, we’re thrilled to invite you to explore the latest edition of our LiveAgent updates. Packed with enhancements aimed at elevating your experience, this month’s rollouts are all about optimizing your workflow for even greater efficiency. Without further ado, let’s kick off the new year by diving into the exciting new features we have lined up for you!

Improvements to GET /tickets API v3: Enhanced search functionality

We’ve given our GET /tickets API v3 a change to use Elasticsearch instead of direct database queries. This upgrade is designed to mitigate database strain and refine search functionalities. Post version 5.43, you might notice a more intuitive retrieval of tickets. For example, filtering by {“subject”:”order”} will neatly display all relevant tickets, such as tickets with the subject “Order #123”, “Order #456”, or even “Order-inquiry”.

Additionally, we’ve also introduced a new “search” parameter akin to the in-panel search field experience, streamlining your queries even further, e.g. _filters={“search”:”order”}.

If there’s any uncertainty or questions, our freshly updated API v3 filtering article is at your service, along with our ever-ready support team, available around the clock via 24/7 live chat or email.

A first look at our AI Answer Assistant

Our AI feature is shaping up nicely, and we’re excited to announce that its first components will be making their debut in LiveAgent very soon. To give you a taste of what’s coming, we’re unwrapping an early gift: the first screenshots of our AI Answer Assistant!

With its rollout, you’ll spot a new ‘magic wand’ icon in the text editor when you’re replying to tickets. A simple click lets you quickly draft or refine your responses with ease. Whether it’s polishing your tone to the right degree of professionalism or correcting grammatical slips, this tool is your new sidekick.

Ever been stumped on what to write back to a customer? Just jot down your initial thoughts, and the Answer Assistant will help you transform them into a coherent reply.

What if you’ve already got a draft? No worries! Highlight your text, activate the Answer Assistant, and watch it work its magic, enhancing your draft on the spot.

Remember, this is just a glimpse of what’s in store—we have much more up our sleeve, ready to revolutionize your LiveAgent experience. Stay tuned!

Picture showing highlightened reply to ticket in LiveAgent

Image showing LiveAgent's function Improve text

Screenshot showing LiveAgent's AI Answer Assistant feature

‘Closed’ ticket status implemented

You asked, we delivered! In response to user feedback, we’ve added a definitive ‘Closed‘ ticket status, providing a clear endpoint for the ticket lifecycle without the option for reopening. We’re not stopping there—more tweaks are on the way for this feature, so keep your eyes peeled in our upcoming updates.

Unified timezone settings

We’ve streamlined the timezone settings across LiveAgent, eliminating the hassle of manual adjustments due to daylight saving changes. Selecting your locale is all it takes to ensure accurate timing for rules and conditions. Now, LiveAgent timezones that are also defined in all types of rules and SLA levels automatically sync with daylight savings, meaning your scheduling stays sharp without any extra thought.

A new look for panel notifications

We’ve reimagined our panel notifications to enhance visibility and aesthetics. The new design is both functional and pleasing to the eye, making sure that important information is highlighted without obstructing your workflow.

Summing up!

That wraps up our December updates. We’d like to extend our deepest gratitude for your invaluable feedback and suggestions, which are integral to the ongoing improvement of LiveAgent. Looking forward, we’ll delve deeper into the ‘Closed’ ticket status, discuss the finalized SLA refactoring, and reveal other developments that are still under wraps.

As always, thank you for being here with us on this journey. Wishing you a productive end to the year with LiveAgent’s latest features. Stay tuned for more 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