21.3 enhancements
Open the ticket window after a chat is closed or abandoned
Live Chat administrators can configure Live Chat to open the ticket window after a chat session is closed. Agents can benefit from this configuration in the following ways:
- Perform some follow-up tasks on the ticket immediately, without having to search for the ticket from the monitoring console.
- Fill out the missing mandatory fields before closing a ticket.
- Review the current ticket information before working on the next chat session.
To learn how ticket creation from Live Chat works, see Ticket-creation-from-live-chat. To learn how to configure ticket creation settings, see Setting-up-ticket-creation-from-Live-Chat.
The following image shows the ticket window opened in a new tab after closing the chat session:
What else changed in this release
In Live Chat version 21.3, note the following significant changes in the product behavior:
Update | Product behavior in versions earlier than 21.3 | Product behavior in version 21.3 |
|---|---|---|
Administrators can view previous assignees or status changes to a chat session. | Administrators could not view the intermediate assignees or status changes to a chat session. | Administrators can view the previous assignees or status changes on the Audit tab in Master Chat Record. For more information, see Viewing-the-chat-session-history. |
The live chat session Id is added to the call log entry. | The call log entry does not have the live chat session Id. | The Chat Session Id field is added to the SMT:Smart Recorder Call Log form. Administrators can identify the unique live chat session by using the chat session Id when troubleshooting. |