Zisson Socialboards 2024 – Nr. 4
28/08/2024
What’s new?
This update introduces TikTok integration, enriching our suite of supported social platforms. Additionally, we’ve enhanced email functionality with the ability to add BCC, other improvements include new sorting options for ticket feeds, wildcard support for automated replies, the ability to address multiple recipients in email tickets, and an updated tool for managing chat/support widgets.
System
TikTok Integration
What’s Coming:
TikTok will be added to the list of already supported channels, which include Facebook, Instagram, YouTube, LinkedIn, Google Reviews, Google Play Reviews, App Store Reviews, and Trustpilot. Replies from your TikTok account will be integrated directly into your ticket feed.
How It Works:
After installing the TikTok account, responses to posts will show up along with other tickets in your ticket feed, just like the responses from other supported platforms.
How to Use:
Navigate to Settings -> Installations -> TikTok and follow the setup instructions.
Wildcard for Automatic Replies
What’s Coming:
Implementation of wildcards for automatic replies.
How It Works:
Utilize wildcards to send one of several predefined automatic replies based on specific rules.
How to Use:
Create a new rule with one or more criteria. Choose “Send auto-reply” to configure a set of randomized replies triggered when the rule is active and the criteria are met.
Administrators
Default Ticket Feed Sorting
What’s Coming:
New default sorting options for the ticket feed.
How It Works:
Administrators can now set a default ticket feed sorting order (e.g., newest first, oldest first, most recent activity first). Enabling this default sorting will automatically apply it across all agents, aiding in workflow standardization.
How to Use:
Go to Settings -> General -> Display Settings and select your preferred default sorting.
Updated Tool for Chat/Support Widget Management
What’s Coming:
A new tool for managing and building chat/support widgets.
How It Works:
This update introduces a way to manage existing widgets and construct new ones, including a preview feature before deployment. It also allows for the temporary disabling of the chat widget.
How to Use:
Access this by navigating to Settings -> Widgets.
Agents
Blind Copy (BCC) Feature
What’s Coming:
Ability to send blind copies (BCC) when replying, forwarding, or creating new tickets.
How It Works:
Add a contact, a user, or an email address to the BCC field when sending replies. BCC is also available for forwarding and creating new internal tickets.
How to Use:
Available to all users and user types.
Multiple Addresses in TO-Field for Email Tickets
What’s Coming:
Support for multiple recipients in the TO-field of email tickets.
How It Works:
Send emails to more than one recipient at a time.
How to Use:
This feature is available for all users and applies to both email and web tickets.
Additional Notes
As always, we are committed to continually improving our platform. Along with the features detailed above, this release includes various small enhancements and bug fixes.