Some of the new features released on May 15th, 2011:
1. Ticket history log now shows whether ticket notes submitted by operators were marked public or private and whether customer was notified when operator comment was submitted
2. Chat transcripts and Ticket export functionality was added to Analytics
3. New report: Ticket system performance
We're pleased to announce two more new features that some of our customers have been asking us to build, and we think they will be important tools for analyzing support traffic patterns and needs.
Chat tagging gives you the ability to track not just how many chats you get, but – just as importantly – what they're about.
Real-time Dashboards give you real-time data on what your customers and your agents are doing and compares it to past days, weeks or months, so you can see trends as they develop.