Releases involving Kristian Puccio

Chris Duell September 7th, 2018

Update: August Updates

Reporting Updates

Export reporting data

You asked, we listened.

For any report in your account, you can now download the raw data for the chart of table data. Just click on the export button beside any chart or table like in the image below.

We'll supply the data in a single CSV file that you can then use as you see fit for your own purposes.

KB feedback added to answers report

Previously, you could allow your users to leave feedback on your content when viewed via the Assistant. Now, you can let them leave feedback if they're viewing the content via your main knowledge base. 

Of course, it makes sense that you can also see this feedback via the reporting, so we added that too.


New base editor, now with tables!

In another case of "you asked for it, you got it", we spent a lot of going through all the feedback that has been provided on our editor environment to find out what the most important or annoying things were. In the end, we decided to part ways with the editor that we'd used in the past, to opt for something that we would have more freedom with and get you what you needed.

As a quick peek at what's available, just look at all the buttons on the new toolbar!

Editor Toolbar

The most requested feature (and most annoying thing to have missing) was to add support for managing tables

We're stoked to say this new editor has full table support

Table Support


Pretty close behind that, was allowing better access to edit the underlying HTML of an article so you have full control (no more ugly HTML blocks), we even made it nicely colored for you:

HTML mode




So if you haven't already, go an edit an article to check out the new editor and get a feel for it and all it brings.


Debug data added to custom form webhook

To help give you everything you need to help your uses when they submit any custom form you have setup, previously we allowed you to send through debug information if the form was sent to an email address.

Now, we also allow you to have that same debug information sent to you if you're using a webhook as your form destination.

You can checkout the format of the webhook data so you can use the new debug information here: https://docs.elevio.help/en/articles/81641-custom-form-webhooks

Smart Group Access Control for Content

Earlier in the year, we released Smart Group Access Control to make it easy for you to define groups of users that you can reuse later for locking down which users could access which modules in your Assistant. You can now use those same Smart Groups to easily manage access to your content.

More details on this can be found here: https://elevio.releasenotes.io/release/90qne-smart-group-access-control-for-content


New Features

  • User feedback form in KB

  • Reporting exports

  • New base editor

  • ​Smart Group Access Control for Content

Updates

  • Debug data added to custom form webhook

Chris Duell July 27th, 2018

Update: July Updates

GateKeeper

We released a more powerful way to help your users solve their own questions, and reduce your support load. Codenamed GateKeeper, it's available for all customers using the support module.

This was a large enough update to receive it's own release notes, which you can dive into here: https://elevio.releasenotes.io/release/40sDx-gatekeeper-for-ticket-deflection 

New layout

Another major update for this month that warranted its own release notes, was the redesign of our main layout to be much cleaner, easier on the eye, and easier to navigate. It also came with two new sections on the dashboard to improve clarity and speed in getting where you need to go, and seeing what's going on with your account.

https://elevio.releasenotes.io/release/YPbjJ-new-layout-dashboard-sections 

Smart Groups

Added regular expression support for rules

Smart Groups are a way for you to define segments of users, so you can control what modules they have access to (soon this will also be used for article access control).

When creating a rule for a smart group, from the list of comparators, there's a new option for " matches ". If you select this option, you can enter in a regular expression to match on. 

Regex in smart groups

Content dashboard updates

To make managing your content easier, we've worked on a few things that have be repeatedly requested (Thanks! Keep the feature requests coming):

Bulk publish &  Delete

To help in quickly releasing or removing a set of content in one go, you can now check a box for each row, and click on the bulk actions, Publish or Delete.

Bulk actions

Move a category to sit under another category

Previously, wherever you created the category... that's where it stayed. Now, you can move any top level category to sit below another top-level category, or, move a sub-category to belong under a different top-level category to the one it's currently under.

Quick article preview from content dashboard

Rather than needing to open an article within the editor, now you can quickly peek at it to make sure it's the article you're thinking of first, or just to get a refresher of what's in that article.

This is available from the content dashboard now and will be getting rolled out to the reporting tables shortly.

Preview article from dashboard

New Features

  • When managing your content, you can now bulk publish & delete

  • Added support for moving a category to be a subcategory of another top level category

  • Added article previews from content dashboard for quick peeks (coming to other areas soon)

  • Added regex support when creating smart group rules

Bugfixes

  • Fixed a short lived issue where img styles bled outside the Assistant styles, causing issues on hosting sites

Chris Duell July 23rd, 2018

New Feature: GateKeeper for Ticket Deflection

At Elevio, we're all about making the in-app experience for your users as fluid as it can be, and keeping them moving rather than being stuck in a queue waiting for help. 

That's why we've spent a lot of time working hard on our ticket deflection feature we're calling GateKeeper.

Less Support Load.
Faster Resolutions.
Happier Customers.

When your user enters in their query in the support module, GateKeeper uses transfer learning (a type of machine learning technique) to tear apart their request and find the most relevant sections of the most relevant articles in your knowledge base and presents them to the user as suggested help.

It's like having someone on your support team respond to the customer before the ticket is even submitted.

Reporting from our beta testers showed more success than we could have dreamed, with overall deflection rates around 15%
(This will be dependant on the depth and breadth of your content.)

Deflection Reporting

To help bring extreme clarity to your team and show you where people are getting stuck, you can view a report that will show you what the customer intended to send, what suggestions they were delivered, and which suggestion solved their issue.

This means you're able to uncover where things are causing friction in your product, even when you don't hear about it.

Check out a sample report from our own account below:



 


Chris Duell June 25th, 2018

Update: Single Use Helpers

In a much-anticipated release, you can now create helpers & hotspots on your site that will disappear after your user has viewed them. This is perfect for onboarding new users, or bringing attention to something new that you've just released, then removing that helper to keep your interface clean.

This coincides with an interface update to the visualizer and the main helpers admin area to streamline the flow of creating helpers for your site.

Adding a single use helper

When creating your helper, you'll be given the option of when to show this helper, you can choose to show it "once per user" (in which case it will show for the user until they view it, then it will be hidden) or "permanently".



Or start using them now, at https://app.elev.io/helpers/

Chris Duell June 4th, 2018

Update: Filter Hub cards by assignee

hub

Sometimes if there's a lot going on, it's easy for the hub to get overwhelming. So we're starting a process of allowing you to further filter down what is shown, to help you more easily manage your workload, and the workload of your team.

The first available filter, is to show only the cards that are assigned to a specific user, which you can see below:


Filtering hub by assignee
Chris Duell May 28th, 2018

Update: Hub Redesign & Improvements

hub

This is the biggest update to the Hub since its public release back in February, we've got more on its way but if there's something specific you'd like to see, let us know.

Attach an article to a Hub card

As a much-requested update, you can now manually create a new card for your team, and attach a specific article to it for reference. 

This helps to streamline the process of improving your content over time by quickly flagging an article for an update, or by connecting an existing hub card to an article that you're working on to resolve the issue that's come up.

Attaching a card to an article


Layout improvements:

We've also rethought the layout of the screen to make your experience with the Hub more fluid and natural.

  • Better visibility on which card in the list is currently active
  • Moved the quick actions for a card to the top of the page, increasing the width of the main card activity area
  • Added quick reply button for feedback cards, making it easy for you to quickly respond to the feedback submitted
  • Cleaned up the card breakdown, making it easier to consume the card at a glance
  • Improved the information shown to see the current type &  state of the card