Introducing powerful enhancements to ticket management, search, chat, and feedback collection. From tags and email translation to improved search filters and flexible survey options, these updates are designed to boost efficiency and elevate customer engagement.
Built-in Google Translate on Ticket Details
On the Ticket Details page, you can now instantly translate any query using the built-in Google Translate feature. View messages in your preferred language and draft replies in the customer’s preferred language, making communication faster and more accurate.
New Centralised Tags Page for Easier Management
We’ve introduced a dedicated Tags page, giving Admins a single page to add and manage ticket tags. Along with existing system tags, you can create custom tags that agents can apply directly from the Ticket Details page to make filtering and searching easier. To know more, refer to Ticket Tags.
Additional Question Options in CSAT Surveys
When adding Additional Questions to a CSAT survey, you can now set the answer type as Short Answer or MCQ. For MCQs, choose whether respondents can select a single answer or multiple (Multi-select) answers. This gives you more flexibility to gather the exact type of feedback you need.
Dedupe Checks for Manually Imported Tickets
You can now run dedupe checks on tickets you import into LeadSquared. When importing tickets, the system checks your file to identify tickets that already exist or match the dedupe rule configured in your account. This helps you prevent duplicate records and maintain cleaner, more accurate ticket data.
Create New Ticket on Subject Change
If a customer updates an existing ticket’s subject line while replying via email, the system automatically creates a new ticket with the new subject line. This ensures each query is tracked separately for better organisation and follow-up. To enable this setting, refer to Email Behavior Settings.
Expanded Options in Advanced Search
On the Advanced Search feature, we previously had only limited options (e.g., under Channel, we only had Calls, Emails, and so on). We’ve now introduced new search options (e.g., under Interaction Type, we now have Inbound Missed Call, Inbound Answered Call, etc.), helping you filter tickets more precisely.
In-line CSAT Surveys on Web Chat
We’ve now introduced in-line CSAT surveys on the web chat screen. This lets customers share feedback instantly during the conversation, helping you capture timely and relevant insights.
Improved Handling of Dropped Chats
When a customer drops off from a chat midway (due to technical issues or similar reasons), the chat now moves to the Unassigned bucket. A prompt will also encourage the agent to follow up via email, which will create a ticket in your account, ensuring no conversation is left unresolved.
