Zisson Socialboards 2024 – Nr. 5
21/11/2024
What’s new?
This update introduces features designed to boost efficiency when managing large social media interactions. Users can now handle multiple comments simultaneously, significantly saving time.
Additionally, we’ve enhanced the survey feature launched earlier this year, adding feedback options for both users and administrators. New instant notifications will alert agents when customers respond to feedback forms.
Improvements in email ticket threading logic and custom ticket filter sorting make ticket management more intuitive and efficient. As always, this release includes various minor improvements and bug fixes to ensure a seamless experience.
System Updates:
Improved Email Threading Logic
What’s New: An upgraded system for threading emails.
How It Works: The updated logic determines whether a reply to an email or web ticket belongs in an existing thread or should create a new ticket.
How to Use: This feature works alongside the existing logic and is automatically applied to all new tickets.
Features for Administrators:
New Notification for Survey Responses
What’s New: Administrators can now receive notifications when customers leave feedback on tickets.
How It Works: Whenever a customer answers a survey, a notification will appear under the bell icon. Agents who last interacted with the ticket will also receive this notification.
How to Use:
- Create or edit a survey template.
- Add attachments to your templates using the attachment button.
- This feature works with global and personal templates across all supported media.
Notifications are enabled by default for all agents and administrators. If you haven’t tried the survey module yet, contact our support team for assistance or create a survey via Settings -> Forms -> Create New Survey.
Enhanced Custom Ticket Filter Management
What’s New: Reorganized sorting and grouping for custom ticket filters.
How It Works: Administrators can now group filters and reorder them via drag-and-drop functionality. The updated structure will automatically reflect for all users with access to the filters.
How to Use:
- Navigate to Settings -> Filters
- Create filter groups and arrange them as desired.
Unread chat message notifications
What’s new:
A clearer notification system for unread chat messages.
How it works:
When the chat is minimized, the number of unread messages will be prominently displayed for end users.
How to use:
This feature is automatically applied to all active chat instances.
Features for Agents:
Highlight URL Changes in Active Chats
What’s New: Real-time notifications for when customers navigate between pages on your website.
How It Works:
- Agents will receive on-screen notifications when a customer moves between pages.
- All visited URLs will be recorded in the ticket log.
How to Use: This feature is enabled by default for active chat instances.
Bulk Management of Social Media Comments
What’s New: Manage social media comments in batches with options to hide, delete, or restore them.
How It Works:
- Select multiple comments at once.
- Perform bulk actions (hide, delete, or restore) with a single click.
How to Use: Select a comment to activate bulk actions, then mark additional comments as needed. Apply the desired action with one click.
Additional Notes
- Minor enhancements to the Microsoft Dynamics integration.
- Improved logic for saving system settings.
- Enhanced visuals for attachment previews.
- Fixed an issue with copying information from PDF files.
- Resolved an issue where extraneous images were being displayed as attachments.