We’re rolling out major improvements to streamline ticket management. With enhanced dedupe rules, automated notifications, upgrades to reports and user experience, and more, these updates are designed to boost efficiency and keep your agents better connected with customers than ever before.
Added New Channels for Ticket Dedupe
In addition to duplicate tickets captured through the email channel, you can now configure ticket dedupe rules for duplicates created via the call and manual ticket creation channels. This ensures better management of duplicate tickets across all channels. To know more, refer to Ticket Duplicate Detection.
Create Manual Tickets through Emails
You can now create tickets directly from emails you send customers. This is useful when a customer provides incomplete information, raises an issue in person, or requires an SLA or resolution summary, and you need to clarify these details via email. To know more, refer to Create Tickets via Emails.
Automate SMS and WhatsApp Notifications
Leverage LeadSquared automations to send SMS and WhatsApp messages to customers whenever a ticket is created or updated. For example, you can send an SMS when a ticket is created, a WhatsApp status update when the ticket moves to the next stage, a survey message when a phone call activity is logged, and more. This enhances communication and keeps customers informed throughout the ticketing process. To know more, refer to Configure Automations.
Assignment Rules Revamped
Previously, Assignment Rules were ignored for tickets that were already assigned to a Group. Now, these rules will be applied to these tickets, as long as the Service Group routing logic is configured.
For example, if a Status update rule is configured, and a ticket assigned to the Delhi Group is updated from “Open” to “In Progress”, it will be assigned to an agent within the Delhi Service Group if a round-robin routing rule is configured. Setting up this routing rule is mandatory for the assignment rule to work.
Next Response Time Added to SLAs
We’ve enhanced SLAs by introducing Next Response Time. You can now configure the amount of time within which your agent must respond to a customer’s message, ensuring timely follow-ups. To know more, refer to SLA Targets.
Service Dashboards Upgraded
When accessing the Customer Satisfaction Service Dashboard, you will now be redirected to a SIERA report that stores and displays the relevant data, providing a more comprehensive view of customer satisfaction metrics. This upgrade speeds up the process, making it quicker and smoother to view these key metrics.
New Chat Filters Introduced
We’ve introduced the following chat filters to enhance your agent’s chat experience –
- Time
- Channel
- Ticket Created
These filters make it easier to find and manage specific chats based on your criteria.
Enhanced User Experience
Sorting Now Available in SLA Policies and Assignment Rules
You can now sort the following fields in ascending or descending order on the SLA Policies and Assignment Rules pages –
- Name
- Status
- Trigger Count
- Re-trigger Count
- Modified On
This enhancement makes it easier to organize and manage your SLA and assignment rules.
Easily Reorder Rules with Move to Top/Bottom
You can now select a rule and click Move to Top or Move to Bottom to change its order automatically, simplifying rule management. To know more, refer to Rules Order.
Sticky Top Bar in Ticket Views
The top bar on the Ticket Views page is now made sticky, ensuring it remains visible while scrolling for easier navigation and access.
