Welcome back to our monthly dive into the latest and greatest at LiveAgent. This month, we’ve got some exciting updates that are all about enhancing your experience, streamlining workflows, and embracing the future of customer support. Let’s jump right in and see what’s been cooking up for February!

A new look for ticket control buttons and icons

First up, following up on our promise from the last update, the ticket control buttons have undergone their transformation, finely tuned with your feedback in mind. We’re thrilled to unveil their final design – sleeker, more intuitive, and just waiting for you to click them.

But why stop there? We’re giving all LiveAgent icons a fresh look. From the menu to the submenu icons, we’re sprucing everything up. It’s all part of our mission to make your workspace not just more functional, but also more visually appealing. Keep your eyes peeled, there’s more on the way!

Migrating to a brighter future with Amazon servers

In big news, we’re officially starting the migration of all LiveAgent accounts to our new Amazon servers in March 2024. This move promises enhanced stability, speed, and overall performance that will make your LiveAgent experience smoother than ever. We’ll be reaching out with detailed announcements to prepare you for the migration of your data center, so watch your inbox!

Ticket deletion action saga: Resolved!

In our journey to refine your LiveAgent experience, we revisited the ticket management workflow, particularly around the ‘Closed’ ticket status we introduced a while back. Initially, this status was designed with a cautious approach, allowing only manual actions to close tickets, aiming to familiarize our users with the new workflow and prevent any accidental permanent closures. Fast forward to today, and thanks to your adaptability and feedback, we’re taking down those training wheels.

We’ve revamped the “delete ticket” action into a more streamlined “close and delete ticket” action. This significant update liberates you from the manual toil of closing tickets one by one. Now, you can effortlessly manage ticket closure and deletion in bulk, through mass actions or automated rules, even bypassing the need to mark them as ‘Resolved’ first.

Automatic rule setup showing the 'close and delete ticket' action in LiveAgent

This leap towards efficiency, however, comes with a note of caution: closed tickets are sealed away forever. We encourage you to wield this new power with mindfulness, echoing the wise words of Spiderman’s uncle: With great power comes great responsibility.

External undelivered mail notifications are now on the radar

Our commitment to making LiveAgent the most user-centric customer support software continues with our latest development: better handling of undelivered email notifications. We’ve noticed the gap between the need to stay informed about email deliverability issues and the capability of our system to fetch delivery notifications for emails sent from outside LiveAgent. Acting on your valuable input, our developers have worked tirelessly to bridge this gap.

Introducing a game-changing setting that allows for the seamless fetching of undelivered mail notifications directly into your LiveAgent panel. This enhancement ensures you’re always in the loop, without the need to toggle between your panel and external email inboxes.

It’s important to note that this update specifically introduces the option of getting delivery notifications for emails sent directly from your email addresses to LiveAgent, while failed delivery notifications for emails that were sent from LiveAgent were and will still be received and available in the answer delivery status indicator as usual.

Email settings in LiveAgent showing the "fetch unrelated non-delivery report" option

Outro

Our developers are hard at work on the previously mentioned chat refactoring, new panel theme, and the AI answer assistant. With the focus on the upcoming migration, we’re channeling our energies into making sure it’s as smooth and beneficial for you as possible.

That wraps up this month’s update! As always, we’re grateful for your feedback, support, and enthusiasm for making LiveAgent the best it can be. Stay tuned for more updates, we’ll catch you then!

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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