This release note gives you an overview of the enhancements on Comm100 Live Chat and Ticketing & Messaging. The new enhancements help businesses streamline their support operations, reduce costs, and improve the overall customer experience.

Live Chat Enhancements

The Live Chat enhancement includes the following:

• Additional matrices for Chat Transfer Report
• Additional filter for Post-chat Survey and Pre-chat Survey Reports

Additional matrices for Chat Transfer Report

The Chat Transfer Report now has additional column matrices—Cross-site Transferred-in Chats and Cross-site Transferred-out Chats in addition to their filters.

Additional filter for Post-chat Survey and Pre-chat Survey Reports

The Post-chat Survey and Pre-chat Survey Reports now have a Department filter. You can select multiple departments in the filter. 

Ticketing & Messaging Enhancements

The Ticketing & Messaging enhancement includes the following:

• Create a new ticket when contacts reply to resolved tickets
• The total view count increased to 100 
• Unread ticket messages within a View increased to 999

Create a new ticket when contacts reply to resolved tickets

You now have the option to create a new ticket when the contact replies to a resolved ticket. With the checkbox selected, a new ticket is created when the contact replies to a resolved ticket. The new tickets are assigned to agents based on the triggers, routing rules, and auto-distribution rules as applied to other new tickets. With the checkbox cleared, the contact's reply is attached to the resolved ticket, and the ticket is reopened automatically.

The total view count increased to 100 

The Total View count is now increased from 20 to 100. You can now create up to 100 Views in Agent Console from the Manage Views popup.

Unread ticket messages within a View increased to 999

The Views can now accommodate up to 999 unread ticket messages. These counts are visible on the bubble against each View.