Tiledesk Product Update – September 2022🍂

Summer’s over. Everyone’s officially back to work. Here’s what’s been happening behind the scenes at Tiledesk. Try out these new features and don’t forget to include our free native chatbot in your customer service picture.

Zero-tolerance policy when it comes to inappropriate behaviour: ban

Every time any visitor displays abusive, discriminating or inappropriate behaviour, you can now ban them. A new “Banned Visitors” tab has been introduced in Project Settings and it gives you the list of all banned visitors. You can also use the same tab to “unban” the same visitor. Importantly, you won’t be able to ban anyone who has already been banned.

You can ban someone by firstly clicking on a conversation in your Monitor section. You’d then need to click on the three dots in the upper right corner next to Resolve to get a drop-down menu with the Ban option as the last, as below.

Additionally, you can also ban a user directly from the chat by clicking on the three-dot menu and picking the Ban option, as below.

New Free Forever Plan feature

If you want to customize the content to customize email templates (feature available in Project settings > Notifications). Up until now, this feature was only available for the Enterprise Plan.

New Conversation Features

• Use “View contact” option in the Chat by clicking on the drop-down menu in the upper right corner of the “Conversation info” sidebar to have a look at client’s info, including every chat they’ve had with you.

• Edit your Ticket’s subject easily on the “Conversation info” right sidebar.
• Your agents can now not only see the conversations only assigned to them in the Your Conversation tab on the Monitor section, but also see all of the conversations pertaining to the teams they are part of. 
• Agents can’t reopen archived conversations; only those with the owner & admin roles can reopen them within 10 days by clicking on the Reopen option in the upper right corner on the History Conversation detail section (please note that the chat history is only available for 14 days in the free version).
• The filters you choose for any research will still apply after you go back to the research page (aka the persistent research), unless you reset these filters.

Other

• You can use the word “Resolved” to filter all your conversations.
• You can change your “Availability” status directly from your project page.
• “Availability” status now has three options: available/unavailable/inactive.

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