Duplicate Detection Enhancements
We’ve released the following Ticket Duplicate Detection enhancements –
- Include Support Email in Duplicate Identification – Now, you have the option to flag tickets as duplicates only when sent to the same support email ID. This ensures accurate tracking even if a customer contacts multiple support addresses.
- Deduplication for Automated Call Tickets – Automatically generated tickets for inbound or missed calls are now deduplicated within a defined time period. For example, if a customer misses four calls, only one ticket is created, reducing clutter and improving agent efficiency.
- Associate Inbound and Missed Call Tickets – The system can now link inbound and missed call tickets to prevent duplicates. For example, if a customer makes a successful inbound call and leaves a missed call within the configured time, only one ticket is created for the first call.
- Deduplication for Imported Tickets – The system now identifies duplicates in tickets imported into LeadSquared, ensuring a cleaner ticket database and reducing manual cleanup.
Improved Flexibility in Process Designer
You can now add a card anywhere in the flow, including between two existing stages, giving you greater control and flexibility while designing and updating processes.
Seamless JIRA Visibility in LeadSquared
You can now preview JIRA issues directly from the Ticket Details page. This is especially useful for users who don’t have JIRA access but are working on issues tracked in JIRA.
New ‘Waiting for Assignment’ Tab in My Chats
Chats are assigned to users based on the Chat Assignment Rules in your account. Now, when an agent’s chat capacity is full, new chats assigned to them appear in a queue under the Waiting for Assignment tab in My Chats. Once the agent’s load clears, these chats move to the Open tab under My Chats.
Personalized Chat Notifications with Mail Merge
You can now use mail merge fields in templates for customer chat notifications, enabling more personalized and relevant communication.
Enhancements on the Previous Tickets Screen
- We’ve added a search option on the Previous Tickets screen, making it faster to locate and review past tickets created for a customer. You can search for previous tickets using the ticket subject and the ticket number.
- We’ve introduced pagination and filter (sort) options as well.
