Releases tagged: modules

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 February 19th, 2018

Update: Attachments for ticket replies, new custom-form fields

Add attachments to ticket replies

Previously, your users were only able to add an attachment to a ticket in the support module when they were first creating the ticket, but not for any replies they later added to that ticket.

That changes today, now your users can add attachments to responses to tickets at any time.

NB This is currently only available for: Zendesk, Freshdesk, Uservoice & HelpScout

New custom form fields

To give you more freedom in requesting what you need from users in the custom form module, we've added some new field types for you to add:

* Checkboxes (for allowing multiple selections)
* Radio Buttons (for showing multiple options, but allowing just one selection)
* Rating (a rating of 1 to 5)


Updates

  • Add attachments to ticket replies

  • New custom-form fields

Chris Duell August 30th, 2017

New Feature: Introducing Answer Assist

We're excited to release a new feature that aims to drop your support load even further, and give your users the answers they need through self-service, fast:

Answer Assist

As a user is filling out the form in the support module, Answer Assist will kick in to surface your already existing content to help them out, and deflect the ticket.

After reading the suggested content, if it solves their question then they've successfully self-served their own support and they can discard their message. Otherwise, with a click they can return to the support form and submit their issue through to you to handle personally.

Remember, the more coverage you have in your content, the better Answer Assist can help reduce your support load.

New reporting

Answer Assist comes with a new report, the "Ticket Deflection" report, which shows a direct correlation of how many times Answer Assist prevented a ticket coming through.

So, how much is it?

Answer Assist comes FREE on all accounts that allow for the support module.


New Features

  • Answer Assist

  • Ticket Deflection Report

Chris Duell May 16th, 2017

Update: New custom form module

Hot on the heels of the release of the new RSS, Support, and StatusPage modules, a faster more reliable custom form module has been released to keep in line with those updates.

Over time we'll be unifying the look and feel more and more, to make sure everything is streamlined for your users.


Updates

  • Custom form module

Chris Duell April 6th, 2017

Update: Support, RSS, and StatusPage modules

As part of a migration over to a new module framework, we're making our way through the modules and replacing them one by one with much faster and more reliable versions.

The first to make use of the new module framework are:

* Support module
* RSS module
* StatusPage module

There's nothing that you need to do at your end, as we'll make the transition behind the scenes seamlessly for you.

If you do notice any issues, please let us know and we'll sort them out quick smart!


Updates

  • Support module rebuild

  • RSS module rebuild

  • StatusPage module rebuild

Chris Duell December 21st, 2016

Update: December Updates

While the team are powering away at a few major items that are just around the corner, there was still plenty to do to keep things moving with the rollout of V4.

So, this update caters mostly to updates and bugfixes, it's pretty dull and boring to be honest. But for a good number of you, these updates will make life just that little bit easier. As always, keep sending through any issues you find so we can patch them moving forward.

We'll reveal all the big stuff soon... real soon.


Updates

  • Allow using group restrictions for articles for logged out users

  • Re-added debug information to support tickets & replies (if enabled in the support module)

  • Added option to ignore hash change event for page change (window._elev.disablePushState = true;)

  • Improved placement of tooltips

  • Further improvements to article styling

  • Improved auto-linking between articles for Zendesk & Help Scout synced content

  • Added Chatra as a trigger module option

Bugfixes

  • Fixed timeout issue on top level analytics numbers

  • Fixed issue with empty articles appearing in the article list

  • Fixed an issue with a conflict with angular.js

  • Fixed an issue with contextual tips within forms hijacking the "enter to submit" event

  • Fixed bubbling up of click event when a tooltip is added to a button / link

  • Fixed issue with support / rss / custom form / status page modules in IE11

Chris Duell November 22nd, 2016

Update: November Updates

After the initial public release two weeks ago, we've made a number of tweaks based on feedback and collated data. There's plenty more to come, and we'll be continuing to make incremental changes based on the usage patterns we're seeing over time to make sure we're delivering your help in the most efficient manner to your users, always.


New Features

  • Added related articles quick preview when managing keywords for an article

  • Tagove chat now supported in the Trigger module

  • Drift.com chat now supported in the Trigger module

Updates

  • Improved suggestions area to provide logical fallbacks based on the current UDL if no historical data available

  • Increased timeout for retrieving base analytics, so it's more stable

  • Added back in the auto expanding of categories, and showing 5 articles per category initially

  • Upgraded server specs for faster response times

  • _elev.openModule() supports all modules

Bugfixes

  • Fix to subcategory titles

  • Fixed issue with contextuals with "nothing" style.

  • Fix to limit on number of suggested articles to show on a given page

  • Fixed add to clipboard button for Safari

  • Fixed issue with article loading for multi-lingual content

Chris Duell October 20th, 2016

New Feature: New "Trigger" module

A new module has been added to the arsenal, the aptly named "Trigger Module".

This now module is a quick way to trigger another widget you have installed on your site to open, common uses for this are opening up a third party chat window, currently this module supports the following tasks:


Open Chatlio chat window

Open Intercom chat window

Open LiveChatInc chat window

Open Olark chat window

Open Smooch.io chat window

Open SnapEngage chat window

Open UserEngage chat window

Open Zopim chat window


Chris Duell August 10th, 2016

Update: August Updates

New Features

  • Disable and Enable modules whenever you like. More information here

  • New setting to choose whether the elevio embeddable is shown to non-logged in users

Updates

  • New content pulled from third party knowledge bases, now uses the access control already set (where available)

  • Override settings to a module at runtime

Bugfixes

  • Fixed an issue with the elevio button menu in IE11

  • Fixed an issue when Zendesk tickets had system based messages in a tickets comments thread

Chris Duell June 10th, 2016

Update: RSS module rewrite

Since the RSS module was released, it was always a little sluggish and over time we saw a few feeds having issues with displaying anything.

So, we did what any self respecting engineers would do, we threw it out and rewrote it.

Today we released a rebuild of the RSS module that's now a lot more reliable, and it's blazing fast.