Attachments
Agents can attach files when creating an account, contact, or ticket through a web form. To facilitate this feature, in the Tickets Config window, when designing a web form, the Settings tab containing the Attachments section appears.
Bulk Enhancement
Custom fields are also available when you modify multiple tickets together. You can modify the tickets using the checkbox option on the Tickets tab. Enable the option and select the required tickets from the list and click Edit to make bulk changes to the tickets.
In the Ticket Forms in Tickets Config, the following enhancements have been made in the Forms tab:
- Create and design a form
- Customize color, text, the title of a form
- Set color and text for the submit button field
Create Tasks for Tickets
You can now create tasks for a ticket from the ticket details page. On the ticket details page, you can create tasks for the ticket using the Task option of the New menu.
External Link to Tickets
External users can view a specific ticket without logging on to the LiveVox Portal using a ticket link. When you log a ticket, the system generates an external URL to the ticket, which you can include in the auto email message. The Link button is available on the ticket details page on the Tickets tab.
Permissions
You can enable your agents to access the Ticket Forms, either by the agent team or at the desktop level through the Permission tab. The permissions are given at the Label level. You can provide users with bulk permissions containing the label selected through the Permission tab. For example, if you choose the label as Case, set the permission to Edit, select the users from the Available list, and move it to the Selected list, then all the selected users with the ticket containing the label as Case can now edit the ticket.
Status Tabs
You can change the status of tickets based on their label, ticket type, and status. To facilitate this feature, in the Tickets Config window, the Status Rules tab has been added.
You can change the visibility settings of comments associated with Tickets. Select the View Publicly checkbox to make the comments visible to the public.
Ticket Following
You and your agents can follow a ticket to be notified of any change to the ticket by email. To facilitate this feature, the Follow button has been added to the ticket.
You can enable your agents to use a ticket form when creating a ticket on a U-CRM Agent Desktop. To facilitate this feature, in Designer, on the Properties tab for the Ticketing element, the New Ticket using Forms button is added. This button enables you to specify the ticket forms that your agents can use to create a ticket.
Ticket Linking
You and your agents can link a ticket to a Knowledge Base article, another ticket, or a web address. To facilitate this feature, on the Link menu of a ticket, the following options have been added: KB Article, Ticket, and URL.
Tickets
The following changes have been made to the Tickets section. You can view the following changes on the Configure tab > Ticketing > Tickets.
Agents can use a web form to create accounts, contacts, and tickets on a U-CRM Agent Desktop. To facilitate this feature, the following changes have been made:
- In the Tickets Config window, on the Forms tab, when designing a web form through the Design tab, you can associate the form with the account, contact, and/or ticket entity.
- In Designer, on the Properties tab for the Accounts, Contacts, and Ticketing elements, the New Account using Forms, New Contact using Forms, and New Ticket using Forms buttons have been added, respectively.
Work Queue Tasks
You can create a Work Queue task associated with a Ticket record using the New drop-down option in the Tickets UI.