LiveAgent Monthly Updates: June 2023 Edition

Welcome to this month’s LiveAgent update post! We’re excited to share with you the updates LiveAgent has rolled out in June. Keeping our commitment to continually enhance your experience, we have introduced several enhancements and improvements which we believe will greatly benefit your team’s efficiency and your customers’ experience. Stay tuned as we delve into each of these updates.

Exporting tickets used account times instead of agent’s times

When you exported a ticket to HTML or PDF, the times in the exported file were incorrect. This was because the times were exported based on the time zone set for the account in the database, whereas in the panel the times were correctly displayed according to the time zone of the agent’s PC who exported the ticket. This fix unified the times again so that the same time will be displayed in the panel and the exported ticket.

Improved text contrast in the Material theme for enhanced readability

The previous contrast of grey text on the grey background in the agent’s message in the Material theme was not strong enough and we received several complaints from customers about the low contrast. We’ve since changed the text color to be darker and more visible on a gray background.

Times in several panel sections are now correctly displayed

Multiple sections of the LiveAgent panel, like the agent ranking report or audit log, were displaying incorrect times or the ban feature was not working properly because of the account’s time zone not being respected. Our developers fixed the issue so that the times are now correctly displayed again.

Fetching email now creates tickets correctly

Emails that contained the header ‘Precedence: bulk" could not be fetched to LiveAgent or were fetched but created just empty tickets due to inverted logic in the code of the settings to fetch bulk and junk emails. Our developers fixed that and now the settings Fetch Bulk/Junk mail in Configuration > Email > Email settings work correctly again.

Calls no longer ring agents on pause

Agents were experiencing an issue where a call could ring them while they were on pause and only logging out of their panel helped. It was caused by the method used to update the agent’s status in the database which was incorrectly using the outdated online agent status. Our team identified and promptly addressed the issue, ensuring that agents no longer face interruptions while on pause.

Enhanced Dark Blue theme design improves content visibility

Customers using the Dark blue theme were having difficulties seeing the content populated by the custom plugin in the ticket’s details section if the content contained just text without any background. We’ve added a default sky blue background color to the iframe of the custom plugin.

Resolved tag reliability via API

Executing the same API v3 PUT request api/v3/tickets/{ticketId} to add tags was incorrectly adding and removing tags multiple times on every execution. Our developers addressed this issue and resolved it, ensuring that the API now correctly adds tags to tickets without any unintended removal of tags during each execution.

Fixed the ticket code internal server error

Using the ticket code (XXX-XXXXX-XXX) instead of the ticket ID (xx0xxx0x) in the API v3 PUT /api/v3/tickets/{ticketId} was retrieving 500 response with the message: ‘Internal server error: Failed to get Ticket Tags". The issue was fixed and using the ticket code is available again.

Resolved the retrieval of merged tickets

There was an issue where customers were not able to retrieve ticket messages via API v1 when tickets were merged, receiving the error “One or more parameters in handler are wrong”. Developers have since fixed that as well.

Bounce notification correctly added to related ticket items only

Bounce notifications about emails not being delivered were incorrectly added to unrelated ticket items when the bounce notification was received as a reply to an automatically sent email that is not visible in the ticket. Given the confusion this was causing, we have now rectified this issue, ensuring that bounce notifications about undelivered emails are no longer incorrectly added to unrelated ticket items.

Activating and connecting Facebook pages has been resolved

Some customers had difficulties activating or connecting their Facebook pages due to the errors “Facebook page was not activated. Message: Facebook response error. Missing required fields: success” or “Could not load Facebook pages. Message: Missing required field: access_token”. This issue was fixed and other loggings to monitor such errors were added as well.

Agents logins and info/setting updates have been fixed

Some agents could not log in to their accounts or administrators could not update their account’s info/settings due to the error ‘Agent service not found". The issue was caused by not adding the agent to the agent repository in the database correctly. Our team has addressed this issue and it has since been fixed.

Improved attachment functionality in the “Ticket Attachments Management” plugin

Old attachments in tickets could not be deleted via the Ticket Attachments Management plugin due to recent refactorings. Our developers removed the old plugin and instead implemented a new panel to the ticket details section where the previous plugin was placed that now allows customers to see and delete all attachments.

Call recordings and notes from tickets are now correctly merged

Some customers might have experienced an issue when merging two tickets. The issue was that when an agent tried to merge ticket A with ticket B, the call recordings and notes from ticket A had not been merged into ticket B. The issue is now fixed and the tickets are correctly merged.

Menu panel for languages with right-to-left text direction is correctly displayed again

Customers with LiveAgent panels in languages where the text direction was set from right to left were not able to see the panel menu and sub-menu. Our developers have fixed that right away, and the missing panels are now visible again.

Looking ahead

That wraps up the key updates we wanted to highlight, in addition to various design and performance issue resolutions and refactorings. Our team is also diligently working on SLA refactoring and AI integration, so keep an eye out for our future updates to discover the exciting developments we have planned for LiveAgent. Thank you for staying with us on this journey to continuous improvement.