LiveAgent monthly updates: April 2025 edition

This month, our primary focus has been dedicated towards enhancing system performance and user experience. These enhancements range from minor details like fixing various chat-related issues and restoring chat rating options, to broader changes, such as refining ticket importance sorting and re-enabling ticket transfer via API. Let’s delve into the specifics.

A month dedicated to fixes

With the recent introduction of our AI chatbot feature and required chat adjustments, we have welcomed a prime opportunity for enhancement and growth. This month, we’ve devoted our efforts to rectifying various issues that surfaced, demonstrating our commitment to delivering the best user experience possible. Our diligent developers have successfully tackled all instances of issues, e.g. incorrect system messages about lost connections, unintentionally auto-closing chat windows, and stuck chats post connection loss, among others.

Restored chat rating option

An unexpected issue that arose recently involved visitors being unable to rate an ended chat, specifically those ended by the support agent. We are delighted to share that this error has been successfully fixed. Chat rating options are once again displayed correctly, ensuring every user’s voice can be heard.

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Refining importance sorting

We’ve implemented several changes aimed at improving ticket sorting based on importance in the Tickets list, especially focusing on postponed tickets. As of version 5.54, all tickets shall be correctly arranged according to their applied SLA level and other system functions, enhancing your ticket management experience.

Re-enabled ticket transfer API

As a result of recent modifications and the advent of the new ticket.transfer API privilege, temporary issues surfaced with assigning tickets to agents or transferring them within departments via our API v3. Our development team promptly addressed and rectified this issue. We are pleased to inform you that the new necessary permission has automatically been attributed to all API keys that already have the ticket.operate privilege in version 5.54.

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New HelpDesk migration plugin

As a response to some changes in the LiveChat platform and its ticketing feature branching into a new product, our team created a new migration plugin for the HelpDesk platform. This plugin ensures potential customers can seamlessly transition all their data from LiveChat to LiveAgent.

What’s next

In our next monthly blog post, we look forward to sharing some thrilling updates on the ‘Getting Started’ section revamp, a rejuvenated My Account section, and enhancements to the AI Answer assistant feature. We are eternally grateful for your enduring loyalty, timely bug reporting, and invaluable feedback. Your support and engagement empower us to improve your experience.