Release notes and notices

Patch 4 for version 23.3 is available for on-premises customers.
Issues that were corrected by 23.3 Patch 4 and issues that remain open

Enhancements available in 23.3 Patch 4:

• Define SLAs for support agents to respond faster to user queries
• Chat with a live agent in Canadian French and Hebrew
• Optimize chat response time by using the auto-assignment settings
• View the Live Chat Survey feedback details on the Live ChatSurvey dashboard

Issues that were corrected by 23.3 Patch 4 and issues that remain open

Patch 3 for version 23.3 is available for on-premises customers.

Issues that were corrected by 23.3 Patch 1 and issues that remain open

Enhancements available in 23.3 Patch 3:

• Use the auto-suggest feature in Live Chat dashboard search
• Associate a new chat to an existing incident or a work order
• Consent to use Gainsight Analytics for data collection

Enhancements available in 23.3 Patch 2:

• Use BMC HelixGPT to summarize a chat session during the chat transfer
• Collect end-user feedback on a live chat session

Patch 1 for version 23.3 is available for on-premises customers.

Issues that were corrected by 23.3 Patch 1 and issues that remain open

Enhancements available in 23.3 Patch 1:

• Leverage BMC HelixGPT to view summary of chat conversations
• Notify idle end user when a new message arrives 
• Customize the display order of topics for self-service users

Issues that were corrected by 23.3 Patch 1 and issues that remain open

Enhancements available in 23.3:

• (Controlled availability customers only) Leverage BMC HelixGPT to view summary of chat conversations. 
• Search agents by name or email ID while inviting and transferring chat sessions.
• Enable country-based routing of support queues.
• Automatically resize the size of the agent text box to accommodate more lines of text.

Issues that were corrected by 23.3 and issues that remain open