\r\n\tWe are excited to announce updates made in 2022-2023 to UseResponse software, version 7.x. Latest releases include a range of new features and improvements that will help you streamline your customer support operations and provide a better experience for your customers.<\/p>
\r\n\t![](\"https:\/\/help.useresponse.com\/public\/attachments\/92616e9273debedb3d6780b19f98692a.png\")
<\/p>
\r\n\tOne of the key updates is the addition of smart assignments of requests to support agents, along with an option to set availability of agents of either for chats distribution or tickets. This will make it easier for you to divide requests between available agents in different teams and reduce bounce rate of your customers.<\/p>
\r\n\t![](\"https:\/\/help.useresponse.com\/public\/attachments\/e437010d19b752458db60196a56ed86f.png\")
<\/p>
\r\n\tReports now have real-time updates if a new task is added to a ticket or topic, providing you with more accurate and up-to-date information along with grouping report using folders or divide it by different support channels.<\/p>
\r\n\t![](\"https:\/\/help.useresponse.com\/public\/attachments\/b1f54b78599dd55f1e149016703f8e54.png\")
<\/p>
\r\n\tCustomers with on-premise package can now edit their custom themes directly in the administration area, giving them greater control over the look and feel of their support portal. We've also integrated with Instagram Direct, allowing you to receive messages and reply to customers directly from within UseResponse. This will help you stay on top of customer inquiries and provide faster responses.<\/p>
\r\n\t![](\"https:\/\/help.useresponse.com\/public\/attachments\/b792ad41f9f6560e06ccad6eda9c5d0e.png\")
<\/p>
\r\n\tOur macro feature has been improved to allow for sending canned responses and use variables of custom field values, saving you time and effort when responding to common queries. Import options now include the ability to import topics in .csv format, making it easier to bring in data from other sources. This will help you manage your support operations more efficiently and reduce the workload on your team.<\/p>
\r\n\tIn addition to these updates, we've also added several other new features and improvements, such as integration with DeepL for automatic translation of incoming and outgoing replies in chats, tickets, and topics.<\/p>
\r\n\t![](\"https:\/\/help.useresponse.com\/public\/attachments\/7956eef4fffd1100729254b8c639ff0b.png\")
<\/p>
\r\n\tYou can now create multi-select custom fields with categorization options, helping you better organize your data. We've also added notifications in personal Telegram accounts, chatbot enhancements, business hours management, and more.<\/p>
\r\n\tWe believe these updates will help you provide even better support to your clients and improve overall customer satisfaction. At UseResponse, we are committed to providing our customers with the best possible support tools and services. For more information about UseResponse and its products, please visit our full release notes here https:\/\/help.useresponse.com\/knowledge-base\/articles\/7-x-release-notes<\/a><\/p> \r\n\t \r\n\tThank you for choosing UseResponse for your customer support needs.<\/p>",
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\u0432\u044b\u0431\u0440\u0430\u0442\u044c \u043e\u0434\u0438\u043d \u0438\u0437 \u0434\u0432\u0443\u0445 \u0442\u0438\u043f\u043e\u0432 \u043e\u0442\u043e\u0431\u0440\u0430\u0436\u0435\u043d\u0438\u044f \u0441\u0442\u0430\u0442\u0435\u0439 \u0438\u0437 \u0431\u0430\u0437\u044b \u0437\u043d\u0430\u043d\u0438\u0439 - '\u0412\u0430\u0436\u043d\u044b\u0435' \u0434\u043b\u044f \u043e\u0442\u043e\u0431\u0440\u0430\u0436\u0435\u043d\u0438\u044f \u043d\u0430\u0438\u0431\u043e\u043b\u0435\u0435 \u0432\u0430\u0436\u043d\u044b\u0445 \u0441\u0442\u0430\u0442\u0435\u0439 \u0438 '\u0421\u0442\u0430\u0442\u044c\u0438' \u0441 \u0432\u044b\u0431\u043e\u0440\u043e\u043c \u0438\u0437 5 \u0441\u0442\u0438\u043b\u0435\u0439 \u043e\u0442\u043e\u0431\u0440\u0430\u0436\u0435\u043d\u0438\u044f.<\/p> \r\n\t\u0420\u0430\u043d\u044c\u0448\u0435 \u0443 \u043d\u0430\u0441 \u0431\u044b\u043b\u0438 \u043e\u0442\u0434\u0435\u043b\u044c\u043d\u044b\u0435 \u0432\u0438\u0434\u0436\u0435\u0442\u044b \u0434\u043b\u044f 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\u0434\u0438\u0437\u0430\u0439\u043d\u0430 \u0432\u0438\u0434\u0436\u0435\u0442\u043e\u0432. \u0422\u0435\u043f\u0435\u0440\u044c \u0432\u044b \u0442\u0430\u043a\u0436\u0435 \u0441\u043c\u043e\u0436\u0435\u0442\u0435 \u0434\u043e\u0431\u0430\u0432\u043b\u044f\u0442\u044c \u043a\u0430\u0441\u0442\u043e\u043c\u043d\u044b\u0439 URL \u043a\u0430\u043a \u0434\u043e\u043f\u043e\u043b\u043d\u0438\u0442\u0435\u043b\u044c\u043d\u044b\u0439 \u043a\u0430\u043d\u0430\u043b \u043f\u043e\u043c\u0438\u043c\u043e \u0444\u043e\u0440\u043c \u0434\u043b\u044f \u043e\u0431\u0440\u0430\u0442\u043d\u043e\u0439 \u0441\u0432\u044f\u0437\u0438 \u0438 \u043a\u043e\u043d\u0442\u0430\u043a\u0442\u043d\u044b\u0445 \u0444\u043e\u0440\u043c. <\/p> \r\n\t\u041a\u043e\u0433\u0434\u0430 \u043a\u043b\u0438\u0435\u043d\u0442 \u043e\u0442\u043a\u0440\u043e\u0435\u0442 \u043e\u043a\u043d\u043e \u0447\u0430\u0442\u0430 \u0438\u043b\u0438 \u043d\u0430\u043f\u0438\u0448\u0435\u0442 \u0432 \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0443 \u0447\u0435\u0440\u0435\u0437 \u043c\u0435\u0441\u0441\u0435\u043d\u0434\u0436\u0435\u0440, \u043e\u043d \u0443\u0432\u0438\u0434\u0438\u0442 \u043d\u043e\u043c\u0435\u0440 \u043e\u0447\u0435\u0440\u0435\u0434\u0438 \u0438 \u0441\u0440\u0435\u0434\u043d\u0435\u0435 \u0432\u0440\u0435\u043c\u044f \u043e\u0436\u0438\u0434\u0430\u043d\u0438\u044f \u043e\u0442\u0432\u0435\u0442\u0430 \u043e\u043f\u0435\u0440\u0430\u0442\u043e\u0440\u0430. <\/p> \r\n\t \r\n\t\u0422\u0430\u043a\u0438\u043c \u043e\u0431\u0440\u0430\u0437\u043e\u043c \u0432\u044b \u0441\u043c\u043e\u0436\u0435\u0442\u0435 \u0443\u043b\u0443\u0447\u0448\u0438\u0442\u044c \u043a\u043b\u0438\u0435\u043d\u0442\u0441\u043a\u0438\u0439 \u0441\u0435\u0440\u0432\u0438\u0441 \u0438 \u0443\u043f\u0440\u0430\u0432\u043b\u044f\u0442\u044c \u043e\u0447\u0435\u0440\u0435\u0434\u044f\u043c\u0438 \u043e\u0436\u0438\u0434\u0430\u043d\u0438\u044f \u0432 \u0447\u0430\u0442\u0435<\/a>. <\/p> \r\n\t\u0411\u043e\u043b\u0435\u0435 \u043f\u043e\u043b\u043d\u044b\u0439 \u0441\u043f\u0438\u0441\u043e\u043a \u043e\u0431\u043d\u043e\u0432\u043b\u0435\u043d\u0438\u0439 \u0438 \u0443\u043b\u0443\u0447\u0448\u0435\u043d\u0438\u0439 \u0432\u044b \u043d\u0430\u0439\u0434\u0435\u0442\u0435 \u0432 \u043e\u043f\u0438\u0441\u0430\u043d\u0438\u0438 \u0440\u0435\u043b\u0438\u0437\u0430<\/a><\/p>",
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"title": "\u0424\u0438\u043d\u0430\u043b\u044c\u043d\u044b\u0439 \u0430\u043f\u0434\u0435\u0439\u0442 2020",
"content": " \r\n\t\u0412 \u044d\u0442\u043e\u043c \u0433\u043e\u0434\u0443 \u0432 \u043c\u0430\u0440\u0442\u0435 \u043c\u044b \u0437\u0430\u043f\u0443\u0441\u0442\u0438\u043b\u0438 \u0433\u043b\u043e\u0431\u0430\u043b\u044c\u043d\u044b\u0439 6.0 \u0440\u0435\u043b\u0438\u0437, \u043a\u043e\u0442\u043e\u0440\u044b\u0439 \u043c\u044b \u0430\u043d\u043e\u043d\u0441\u0438\u0440\u043e\u0432\u0430\u043b\u0438 \u0440\u0430\u043d\u0435\u0435<\/a>. \u041c\u044b \u0440\u0430\u0437\u0440\u0430\u0431\u043e\u0442\u0430\u043b\u0438 \u0427\u0430\u0442 \u0431\u043e\u0442\u044b, \u0441\u0434\u0435\u043b\u0430\u043b\u0438 \u0440\u0435\u0434\u0438\u0437\u0430\u0439\u043d \u0430\u0434\u043c\u0438\u043d\u0438\u0441\u0442\u0440\u0430\u0442\u0438\u0432\u043d\u043e\u0439 \u0437\u043e\u043d\u044b, \u0430 \u0442\u0430\u043a\u0436\u0435 \u0440\u0430\u0437\u0440\u0430\u0431\u043e\u0442\u0430\u043b\u0438 \u0440\u044f\u0434 \u043f\u0440\u0438\u043b\u043e\u0436\u0435\u043d\u0438\u0439. \u0411\u043e\u043b\u044c\u0448\u043e\u0435 \u0432\u043d\u0438\u043c\u0430\u043d\u0438\u0435 \u0442\u0430\u043a\u0436\u0435 \u043c\u044b \u0443\u0434\u0435\u043b\u0438\u043b\u0438 \u043f\u0440\u043e\u0438\u0437\u0432\u043e\u0434\u0438\u0442\u0435\u043b\u044c\u043d\u043e\u0441\u0442\u0438 \u0441\u0438\u0441\u0442\u0435\u043c\u044b, UX, \u0438 \u0431\u0435\u0441\u043f\u0435\u0440\u0435\u0431\u043e\u0439\u043d\u043e\u0439 \u0440\u0430\u0431\u043e\u0442\u0435.<\/p> \r\n\t \r\n\t\u0412 \u0440\u0435\u0437\u0443\u043b\u044c\u0442\u0430\u0442\u0435 \u0431\u044b\u043b \u0440\u0430\u0437\u0440\u0430\u0431\u043e\u0442\u0430\u043d \u0440\u044f\u0434 \u0444\u0443\u043d\u043a\u0446\u0438\u043e\u043d\u0430\u043b\u0430, \u043a\u043e\u0442\u043e\u0440\u044b\u0439 \u043f\u043e\u0437\u0432\u043e\u043b\u0438\u043b \u0441\u0434\u0435\u043b\u0430\u0442\u044c \u0441\u0438\u0441\u0442\u0435\u043c\u0443 \u0431\u043e\u043b\u0435\u0435 \u0441\u0442\u0430\u0431\u0438\u043b\u044c\u043d\u043e\u0439 \u0438 \u0443\u0434\u043e\u0431\u043d\u043e\u0439 \u0432 \u0438\u0441\u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u043d\u0438\u0438:<\/p> \r\n\t\u041f\u043b\u0430\u043d\u044b \u043d\u0430 2021<\/p> \r\n\t2020 \u043f\u0440\u0438\u043d\u0435\u0441 \u043d\u0430\u043c \u0431\u043e\u043b\u0435\u0435 10 \u043a\u0440\u0443\u043f\u043d\u044b\u0445 \u0432\u0441\u0435\u043c\u0438\u0440\u043d\u043e \u0438\u0437\u0432\u0435\u0441\u0442\u043d\u044b\u0445 \u043a\u043e\u0440\u043f\u043e\u0440\u0430\u0442\u0438\u0432\u043d\u044b\u0445 \u043a\u043b\u0438\u0435\u043d\u0442\u043e\u0432, \u0438 \u043c\u044b \u043f\u043b\u0430\u043d\u0438\u0440\u0443\u0435\u043c \u043f\u0440\u043e\u0434\u043e\u043b\u0436\u0430\u0442\u044c \u0440\u0430\u0431\u043e\u0442\u0443 \u0441 \u0444\u043e\u043a\u0443\u0441\u043e\u043c \u043d\u0430 \u043a\u0440\u0443\u043f\u043d\u044b\u0435 \u043a\u043e\u043c\u043f\u0430\u043d\u0438\u0438. <\/p> \r\n\t\u041f\u043e\u0447\u0435\u043c\u0443 \u043c\u044b \u044d\u0442\u043e \u0434\u0435\u043b\u0430\u0435\u043c?<\/p> \r\n\t\u041f\u0440\u0438\u0447\u0438\u043d\u0430 \u043f\u0440\u043e\u0441\u0442\u0430: \u043d\u0430\u0448\u0435 \u0440\u0435\u0448\u0435\u043d\u0438\u0435 \u043f\u043e\u043a\u0440\u044b\u0432\u0430\u0435\u0442 \u043e\u043a\u043e\u043b\u043e 95% \u0437\u0430\u043f\u0440\u043e\u0441\u043e\u0432 \u043a\u043b\u0438\u0435\u043d\u0442\u043e\u0432 (\u043f\u043e \u0440\u0435\u0437\u0443\u043b\u044c\u0442\u0430\u0442\u0430\u043c 500+ \u0434\u0435\u043c\u043e-\u0441\u0435\u0441\u0441\u0438\u0439 \u0437\u0430 \u043f\u0440\u043e\u0448\u0435\u0434\u0448\u0438\u0439 \u0433\u043e\u0434). \u0412 \u0441\u043b\u0443\u0447\u0430\u0435, \u0435\u0441\u043b\u0438 \u043a\u0430\u043a\u043e\u0435-\u0442\u043e \u0442\u0440\u0435\u0431\u043e\u0432\u0430\u043d\u0438\u0435 \u043d\u0435 \u043c\u043e\u0436\u0435\u0442 \u0431\u044b\u0442\u044c \u043f\u043e\u043a\u0440\u044b\u0442\u043e \u0441 \u043f\u043e\u043c\u043e\u0449\u044c\u044e \u0443\u0436\u0435 \u0440\u0430\u0437\u0440\u0430\u0431\u043e\u0442\u0430\u043d\u043d\u043e\u0433\u043e \u0444\u0443\u043d\u043a\u0446\u0438\u043e\u043d\u0430\u043b\u0430, \u043c\u044b \u043f\u0440\u0435\u0434\u043b\u0430\u0433\u0430\u0435\u043c \u043a\u0430\u0441\u0442\u043e\u043c\u043d\u0443\u044e \u0440\u0430\u0437\u0440\u0430\u0431\u043e\u0442\u043a\u0443. \u0414\u0440\u0443\u0433\u0438\u043c\u0438 \u0441\u043b\u043e\u0432\u0430\u043c\u0438, \u043d\u0430\u043c\u0438 \u0440\u0430\u0437\u0440\u0430\u0431\u043e\u0442\u0430\u043d \u0434\u043e\u0432\u043e\u043b\u044c\u043d\u043e \u0448\u0438\u0440\u043e\u043a\u0438\u0439 \u0444\u0443\u043d\u043a\u0446\u0438\u043e\u043d\u0430\u043b, \u043a\u043e\u0442\u043e\u0440\u044b\u0439 \u043c\u043e\u0436\u0435\u0442 \u0431\u044b\u0442\u044c \u043d\u0430\u0441\u0442\u0440\u043e\u0435\u043d \u043f\u043e\u0434 \u043b\u044e\u0431\u044b\u0435 \u0431\u0438\u0437\u043d\u0435\u0441 \u043f\u0440\u043e\u0446\u0435\u0441\u0441\u044b \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0438 \u043a\u043b\u0438\u0435\u043d\u0442\u043e\u0432 \u043a\u0440\u0443\u043f\u043d\u044b\u0445 \u043a\u043e\u043c\u043f\u0430\u043d\u0438\u0439, \u0438 \u043c\u044b \u0445\u043e\u0442\u0438\u043c \u043f\u0440\u043e\u0434\u043e\u043b\u0436\u0438\u0442\u044c \u0434\u0432\u0438\u0433\u0430\u0442\u044c\u0441\u044f \u0432 \u0434\u0430\u043d\u043d\u043e\u043c \u043d\u0430\u043f\u0440\u0430\u0432\u043b\u0435\u043d\u0438\u0438.<\/p> \r\n\t \r\n\t\u0421\u0435\u0433\u043e\u0434\u043d\u044f UseResponse \u044f\u0432\u043b\u044f\u0435\u0442\u0441\u044f \u043e\u0434\u043d\u0438\u043c \u0438\u0437 \u0441\u0430\u043c\u044b\u0445 \u0444\u0443\u043d\u043a\u0446\u0438\u043e\u043d\u0430\u043b\u044c\u043d\u044b\u0445 \u0440\u0435\u0448\u0435\u043d\u0438\u0439 \u0434\u043b\u044f \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0438 \u043a\u043b\u0438\u0435\u043d\u0442\u043e\u0432<\/a> \u0441 \u0432\u043e\u0437\u043c\u043e\u0436\u043d\u043e\u0441\u0442\u044c\u044e \u0443\u0441\u0442\u0430\u043d\u043e\u0432\u043a\u0438 \u043d\u0430 \u043a\u043b\u0438\u0435\u043d\u0442\u0441\u043a\u0438\u0445 \u0441\u0435\u0440\u0432\u0435\u0440\u0430\u0445 \u0432 \u043a\u043e\u043c\u043f\u0430\u043d\u0438\u044f\u0445 \u0441 100+ \u0430\u0433\u0435\u043d\u0442\u043e\u0432.<\/p> \r\n\t\u041c\u044b \u0441\u0442\u0430\u0440\u0430\u0435\u043c\u0441\u044f \u043f\u0440\u0435\u0434\u043e\u0441\u0442\u0430\u0432\u043b\u044f\u0442\u044c \u043a\u0430\u0447\u0435\u0441\u0442\u0432\u0435\u043d\u043d\u0443\u044e \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0443 \u0434\u043b\u044f \u043d\u0430\u0448\u0438\u0445 \u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u0442\u0435\u043b\u0435\u0439, \u0438 \u043d\u0430\u0434\u0435\u0435\u043c\u0441\u044f, \u0447\u0442\u043e \u043e\u0442\u043a\u0430\u0437 \u043e\u0442 \u043c\u0430\u0441\u0441\u043e\u0432\u044b\u0445 \u043f\u0440\u043e\u0434\u0430\u0436 \u043c\u0435\u043b\u043a\u0438\u043c \u043a\u043e\u043c\u043f\u0430\u043d\u0438\u044f\u043c \u043f\u043e \u0431\u0430\u0437\u043e\u0432\u043e\u043c\u0443 \u043f\u0430\u043a\u0435\u0442\u0443, \u043f\u043e\u043c\u043e\u0436\u0435\u0442 \u043e\u0441\u0432\u043e\u0431\u043e\u0434\u0438\u0442\u044c \u0432\u0440\u0435\u043c\u044f \u0434\u043b\u044f \u043f\u0440\u0435\u0434\u043e\u0441\u0442\u0430\u0432\u043b\u0435\u043d\u0438\u044f \u043b\u0443\u0447\u0448\u0435\u0433\u043e \u0441\u0435\u0440\u0432\u0438\u0441\u0430 \u0434\u043b\u044f \u043a\u043e\u0440\u043f\u043e\u0440\u0430\u0442\u0438\u0432\u043d\u044b\u0445 \u043a\u043b\u0438\u0435\u043d\u0442\u043e\u0432. <\/p> \r\n\t\u041a\u0430\u043a \u044d\u0442\u043e \u043f\u043e\u0432\u043b\u0438\u044f\u0435\u0442 \u043d\u0430 \u0442\u0435\u043a\u0443\u0449\u0438\u0445 \u043a\u043b\u0438\u0435\u043d\u0442\u043e\u0432?<\/p> \r\n\t\u0412\u0435\u0440\u043e\u044f\u0442\u043d\u0435\u0435 \u0432\u0441\u0435\u0433\u043e, \u0432 \u0431\u043b\u0438\u0436\u0430\u0439\u0448\u0435\u0435 \u0432\u0440\u0435\u043c\u044f \u043d\u0430\u043c \u043f\u0440\u0438\u0439\u0434\u0435\u0442\u0441\u044f \u043e\u0442\u043a\u0430\u0437\u0430\u0442\u044c\u0441\u044f \u043e\u0442 \u0411\u0430\u0437\u043e\u0432\u043e\u0433\u043e \u043f\u0430\u043a\u0435\u0442\u0430. \u041f\u043e\u043a\u0430 \u043c\u044b \u043d\u0435 \u043c\u043e\u0436\u0435\u043c \u0430\u043d\u043e\u043d\u0441\u0438\u0440\u043e\u0432\u0430\u0442\u044c \u0442\u043e\u0447\u043d\u0443\u044e \u0434\u0430\u0442\u0443, \u043d\u043e \u0431\u0443\u0434\u0435\u0442 \u0442\u043e\u043b\u044c\u043a\u043e \u043e\u0434\u0438\u043d \u0442\u0430\u0440\u0438\u0444\u043d\u044b\u0439 \u043f\u043b\u0430\u043d \u0434\u043b\u044f \u041e\u0431\u043b\u0430\u0447\u043d\u043e\u0433\u043e \u0438 \u043e\u0434\u0438\u043d \u0434\u043b\u044f \u041a\u043e\u0440\u043e\u0431\u043e\u0447\u043d\u043e\u0433\u043e \u0440\u0435\u0448\u0435\u043d\u0438\u044f. <\/p> \r\n\t\u0414\u043b\u044f \u043a\u043b\u0438\u0435\u043d\u0442\u043e\u0432, \u043a\u043e\u0442\u043e\u0440\u044b\u0435 \u0441\u0435\u0439\u0447\u0430\u0441 \u043d\u0430\u0445\u043e\u0434\u044f\u0442\u0441\u044f \u043d\u0430 \u0411\u0430\u0437\u043e\u0432\u043e\u043c \u043f\u043b\u0430\u043d\u0435 \u0446\u0435\u043d\u044b \u043d\u0435 \u0438\u0437\u043c\u0435\u043d\u044f\u0442\u0441\u044f (\u043f\u043e \u043a\u0440\u0430\u0439\u043d\u0435\u0439 \u043c\u0435\u0440\u0435 \u0434\u043e 2022).<\/p>",
"tags": [],
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{
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"ownership": "announcements",
"slug": "finalization-of-6-x-release-line",
"title": "Finalization of 6.x Release Line",
"content": " \r\n\tThis year we have launched major 6.0 version in March that we've already announced<\/a> with global features like Chatbots, redesigned Administration area, User Segmentation and tons of Applications. Then focused our efforts on the system performance, UX, and bug-free version development as top priorities. <\/p> \r\n\tAs a result, we've added some helpful features, made the system more stable, and modified some parts of the interface to be more user-friendly. It took us more than 7 months to finalize the 6th line of our product by the end of the year.<\/p> \r\n\t \r\n\tHere are the major things that were improved or added:<\/p> \r\n\tThese are only some of the things that our team worked on.<\/p> \r\n\t2020 brought us more than 10 really big names among our customers, and in the new year, we are planning to be focusing more on the enterprise segment.<\/p> \r\n\tThe reason for that is simple: our solution covers more than 95% of use cases based on 500+ demo sessions in 2020. Moreover, if we don't cover any use case, we do custom development<\/em> and cover the rest 5% that is missing for specific requirements. So in other words - our software is very feature-rich and customizable, which is mostly demanded by the enterprise segment and we want to continue working in that direction.<\/p> \r\n\t \r\n\tAlso, we are proud to call UseResponse to be one of the most high-quality on-premise solutions of help desk software<\/a> and feedback software<\/a> on the market that works in companies with 100+ support agents.<\/p> \r\n\tOur team always tries to provide top-notch support, so we want to continue providing individual support to our customers but not spread efforts among thousands of small things.<\/p> \r\n\tMost likely, we'll deprecate our Basic plans. No exact dates for that yet, but there will be only one Cloud or On-premise Enterprise plan.<\/p> \r\n\tThose customers that are currently on the Basic plan will continue using and renewing it using prices they previously paid (at least till spring 2021).<\/p>",
"tags": [],
"url": "https:\/\/help.useresponse.com\/announcement\/finalization-of-6-x-release-line",
"author": {
"id": 1,
"name": "Stas K.",
"shortName": "Stas K.",
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"title": "\u041d\u043e\u0432\u044b\u0435 \u043a\u0430\u043d\u0430\u043b\u044b \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0438, \u0447\u0430\u0442-\u0431\u043e\u0442\u044b, \u043e\u0431\u043d\u043e\u0432\u043b\u0435\u043d\u043d\u044b\u0439 \u0438\u043d\u0442\u0435\u0440\u0444\u0435\u0439\u0441 \u0432 UseResponse 6.0",
"content": " \r\n\tUseResponse \u0440\u0430\u0441\u0448\u0438\u0440\u0438\u043b \u0441\u0432\u043e\u044e \u0444\u0443\u043d\u043a\u0446\u0438\u043e\u043d\u0430\u043b\u044c\u043d\u043e\u0441\u0442\u044c \u0438 \u0443\u043b\u0443\u0447\u0448\u0438\u043b \u0443\u043f\u0440\u0430\u0432\u043b\u0435\u043d\u0438\u0435 \u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u0442\u0435\u043b\u044f\u043c\u0438, \u0430\u0432\u0442\u043e\u043c\u0430\u0442\u0438\u0437\u0430\u0446\u0438\u044e \u0447\u0430\u0442\u043e\u0432, \u0430 \u0442\u0430\u043a\u0436\u0435 \u043f\u0440\u043e\u0438\u0437\u0432\u043e\u0434\u0438\u0442\u0435\u043b\u044c\u043d\u043e\u0441\u0442\u044c. \u0414\u0430\u0432\u0430\u0439\u0442\u0435 \u0440\u0430\u0441\u0441\u043c\u043e\u0442\u0440\u0438\u043c, \u043a\u0430\u043a \u043d\u043e\u0432\u044b\u0435 \u0444\u0443\u043d\u043a\u0446\u0438\u0438 \u043f\u043e\u043c\u043e\u0433\u0443\u0442 \u0432\u0430\u043c \u0443\u043b\u0443\u0447\u0448\u0438\u0442\u044c \u043f\u0440\u043e\u0446\u0435\u0441\u0441 \u043e\u043a\u0430\u0437\u0430\u043d\u0438\u044f \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0438 \u0432 \u0432\u0430\u0448\u0435\u0439 \u043a\u043e\u043c\u043f\u0430\u043d\u0438\u0438.<\/span><\/p> \r\n\t \r\n\t\u0421 \u043e\u0431\u043d\u043e\u0432\u043b\u0435\u043d\u0438\u0435\u043c \u0432\u044b \u043f\u043e\u043b\u0443\u0447\u0438\u0442\u0435 \u043f\u043e\u0432\u044b\u0448\u0435\u043d\u0438\u0435 \u043f\u0440\u043e\u0438\u0437\u0432\u043e\u0434\u0438\u0442\u0435\u043b\u044c\u043d\u043e\u0441\u0442\u0438, \u0443\u043b\u0443\u0447\u0448\u0435\u043d\u043d\u0443\u044e \u0430\u0432\u0442\u043e\u043c\u0430\u0442\u0438\u0437\u0430\u0446\u0438\u044e \u0432 \u043f\u0440\u043e\u0446\u0435\u0441\u0441\u0435 \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0438, \u0430 \u0442\u0430\u043a\u0436\u0435 \u043d\u043e\u0432\u044b\u0435 \u0444\u0443\u043d\u043a\u0446\u0438\u0438 \u0434\u043b\u044f \u0441\u0440\u0435\u0434\u043d\u0438\u0445 \u0438 \u0431\u043e\u043b\u044c\u0448\u0438\u0445 \u043a\u043e\u043c\u0430\u043d\u0434, \u0442\u0430\u043a \u0447\u0442\u043e \u0434\u0430\u0432\u0430\u0439\u0442\u0435 \u043e\u0441\u0442\u0430\u043d\u043e\u0432\u0438\u043c\u0441\u044f \u043d\u0430 \u043a\u0430\u0436\u0434\u043e\u043c \u043f\u0443\u043d\u043a\u0442\u0435 \u043e\u0442\u0434\u0435\u043b\u044c\u043d\u043e.<\/p> \r\n\t\u0422\u0435\u043f\u0435\u0440\u044c \u0432\u0441\u0435 \u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u0442\u0435\u043b\u0438 \u043c\u043e\u0433\u0443\u0442 \u0431\u044b\u0442\u044c \u043e\u043f\u0440\u0435\u0434\u0435\u043b\u0435\u043d\u044b \u0432 \u041a\u043e\u043c\u0430\u043d\u0434\u044b. \u0412\u044b \u043c\u043e\u0436\u0435\u0442\u0435 \u043e\u0431\u044a\u0435\u0434\u0438\u043d\u0438\u0442\u044c \u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u0442\u0435\u043b\u0435\u0439 \u0432 \u0441\u043e\u043e\u0442\u0432\u0435\u0442\u0441\u0442\u0432\u0438\u0438 \u0441 \u043a\u043e\u043c\u043f\u0430\u043d\u0438\u044f\u043c\u0438 \u0438\u043b\u0438 \u043e\u0442\u0434\u0435\u043b\u0430\u043c\u0438, \u043a \u043a\u043e\u0442\u043e\u0440\u044b\u043c \u043e\u043d\u0438 \u043e\u0442\u043d\u043e\u0441\u044f\u0442\u0441\u044f, \u0438\u043b\u0438 \u0440\u0443\u043a\u043e\u0432\u043e\u0434\u0441\u0442\u0432\u043e\u0432\u0430\u0442\u044c\u0441\u044f \u043b\u044e\u0431\u044b\u043c \u0434\u0440\u0443\u0433\u0438\u043c \u043f\u0430\u0440\u0430\u043c\u0435\u0442\u0440\u043e\u043c. \u041f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u0442\u0435\u043b\u044f\u043c \u043e\u0434\u043d\u043e\u0439 \u043a\u043e\u043c\u0430\u043d\u0434\u044b \u043d\u0430\u0437\u043d\u0430\u0447\u0430\u044e\u0442\u0441\u044f \u043e\u043f\u0440\u0435\u0434\u0435\u043b\u0435\u043d\u043d\u044b\u0435 \u043f\u0440\u0430\u0432\u0430 \u0434\u043e\u0441\u0442\u0443\u043f\u0430<\/u> \u0432 \u0441\u0438\u0441\u0442\u0435\u043c\u0435. \u0411\u043e\u043b\u0435\u0435 \u0442\u043e\u0433\u043e, \u0432\u043e\u0437\u043c\u043e\u0436\u043d\u043e \u043f\u0435\u0440\u0435\u043e\u043f\u0440\u0435\u0434\u0435\u043b\u0438\u0442\u044c \u044d\u0442\u0438 \u043f\u0440\u0430\u0432\u0430 \u0434\u043b\u044f \u043e\u0442\u0434\u0435\u043b\u044c\u043d\u043e\u0433\u043e \u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u0442\u0435\u043b\u044f \u0432\u043d\u0443\u0442\u0440\u0438 \u043a\u043e\u043c\u0430\u043d\u0434\u044b.<\/p> \r\n\t\u0422\u0430\u043a\u0438\u043c \u043e\u0431\u0440\u0430\u0437\u043e\u043c, \u0441\u0435\u0439\u0447\u0430\u0441 \u0432\u043c\u0435\u0441\u0442\u043e \u0433\u0440\u0443\u043f\u043f, \u0440\u043e\u043b\u0435\u0439 \u0438 \u043a\u043e\u043c\u043f\u0430\u043d\u0438\u0439 \u0435\u0441\u0442\u044c \u0442\u043e\u043b\u044c\u043a\u043e \u043a\u043e\u043c\u0430\u043d\u0434\u044b \u0430\u0433\u0435\u043d\u0442\u043e\u0432 \u0438 \u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u0442\u0435\u043b\u0435\u0439.<\/p> \r\n\t \r\n\t\u041f\u043e\u0434\u0440\u043e\u0431\u043d\u043e\u0435 \u043e\u043f\u0438\u0441\u0430\u043d\u0438\u0435 \u0442\u043e\u0433\u043e, \u043a\u0430\u043a \u0440\u0430\u0431\u043e\u0442\u0430\u0442\u044c \u0441 \u043a\u043e\u043c\u0430\u043d\u0434\u0430\u043c\u0438, \u0432\u044b \u043c\u043e\u0436\u0435\u0442\u0435 \u043d\u0430\u0439\u0442\u0438 \u0432 \u0441\u0442\u0430\u0442\u044c\u0435 \u0423\u043f\u0440\u0430\u0432\u043b\u0435\u043d\u0438\u0435 \u043a\u043e\u043c\u0430\u043d\u0434\u0430\u043c\u0438 \u0438 \u043f\u0440\u0430\u0432\u0430\u043c\u0438 \u0434\u043e\u0441\u0442\u0443\u043f\u0430<\/a>.<\/p> \r\n\t\u0412 \u043d\u043e\u0432\u043e\u0439 \u0432\u0435\u0440\u0441\u0438\u0438 6.0 \u0432\u044b \u0441\u043c\u043e\u0436\u0435\u0442\u0435 \u0441\u043e\u0437\u0434\u0430\u0432\u0430\u0442\u044c \u0441\u0446\u0435\u043d\u0430\u0440\u0438\u0438 \u0438 \u0437\u0430\u043f\u0443\u0441\u043a\u0430\u0442\u044c \u0447\u0430\u0442-\u0431\u043e\u0442\u043e\u0432 \u043a\u0430\u043a \u0432 \u0432\u0438\u0434\u0436\u0435\u0442\u0435 \u0447\u0430\u0442\u0430 \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0438, \u0442\u0430\u043a \u0438 \u0432 \u043c\u0435\u0441\u0441\u0435\u043d\u0434\u0436\u0435\u0440\u0430\u0445 (Telegram, Facebook Messenger, Viber, Vk, Line). \u0422\u0435\u043f\u0435\u0440\u044c \u0432\u043e\u0437\u043c\u043e\u0436\u043d\u043e \u043e\u0431\u0435\u0441\u043f\u0435\u0447\u0438\u0442\u044c \u0430\u043a\u0442\u0438\u0432\u043d\u0443\u044e \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0443 \u0432 \u043b\u044e\u0431\u043e\u0435 \u0432\u0440\u0435\u043c\u044f \u0441\u0443\u0442\u043e\u043a, \u0430 \u0442\u0430\u043a\u0436\u0435 \u0441\u043d\u0438\u0437\u0438\u0442\u044c \u043d\u0430\u0433\u0440\u0443\u0437\u043a\u0443 \u043d\u0430 \u0441\u0432\u043e\u0438\u0445 \u0430\u0433\u0435\u043d\u0442\u043e\u0432.<\/p> \r\n\t \r\n\t\u041f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u0442\u0435\u043b\u0438 \u043c\u043e\u0433\u0443\u0442 \u043c\u0433\u043d\u043e\u0432\u0435\u043d\u043d\u043e \u043f\u043e\u043b\u0443\u0447\u0438\u0442\u044c \u043e\u0442\u0432\u0435\u0442\u044b \u043d\u0430 \u0442\u0438\u043f\u0438\u0447\u043d\u044b\u0435 \u0432\u043e\u043f\u0440\u043e\u0441\u044b, \u043f\u0440\u043e\u0445\u043e\u0434\u044f \u0441\u0446\u0435\u043d\u0430\u0440\u0438\u0438 \u0447\u0430\u0442-\u0431\u043e\u0442\u043e\u0432. \u0415\u0441\u043b\u0438 \u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u0442\u0435\u043b\u044c \u043d\u0435 \u043d\u0430\u0445\u043e\u0434\u0438\u0442 \u043d\u0435\u043e\u0431\u0445\u043e\u0434\u0438\u043c\u0443\u044e \u0438\u043d\u0444\u043e\u0440\u043c\u0430\u0446\u0438\u044e, \u043e\u043d \u0431\u0443\u0434\u0435\u0442 \u043d\u0430\u043f\u0440\u0430\u0432\u043b\u0435\u043d \u043a \u0430\u0433\u0435\u043d\u0442\u0443 \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0438.<\/p> \r\n\t\u0411\u043e\u043b\u0435\u0435 \u043f\u043e\u0434\u0440\u043e\u0431\u043d\u0443\u044e \u0438\u043d\u0444\u043e\u0440\u043c\u0430\u0446\u0438\u044e \u043e \u0434\u0430\u043d\u043d\u043e\u043c \u0444\u0443\u043d\u043a\u0446\u0438\u043e\u043d\u0430\u043b\u0435 \u0432\u044b \u043c\u043e\u0436\u0435\u0442\u0435 \u043d\u0430\u0439\u0442\u0438 \u0432 \u0441\u0442\u0430\u0442\u044c\u0435 \u0427\u0430\u0442-\u0431\u043e\u0442\u044b \u0432 Useresponse<\/a>.<\/p> \r\n\t\u0411\u044b\u043b\u0430 \u043e\u0431\u043d\u043e\u0432\u043b\u0435\u043d\u0430 \u043f\u0430\u043d\u0435\u043b\u044c \u043d\u0430\u0441\u0442\u0440\u043e\u0435\u043a \u0432 \u043e\u0431\u043b\u0430\u0441\u0442\u0438 \u0410\u0434\u043c\u0438\u043d\u0438\u0441\u0442\u0440\u0438\u0440\u043e\u0432\u0430\u043d\u0438\u044f. \u0423\u043f\u0440\u0430\u0432\u043b\u044f\u0442\u044c \u0432\u0441\u0435\u043c\u0438 \u043a\u0430\u043d\u0430\u043b\u0430\u043c\u0438 \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0438 \u0442\u0435\u043f\u0435\u0440\u044c \u043c\u043e\u0436\u043d\u043e \u043d\u0430 \u043e\u0434\u043d\u043e\u0439 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"content": " We've redesigned our agent interface and made it a bit more user-friendly. We are glad to present new left navigation, a single view for new request and user forms, more relevant agent search, easier way to manage requests and navigate through them, and much more. <\/p> Here are some top things to mention:<\/p> \n\tIt's one of the most popular requests in our help center, and most companies prefer board view to show customers the progress of feature requests implementation.<\/p> \n\tThere could be 2 cases to use boards:<\/p> \n\tThis feature required us to bring new technologies onboard to grab and show extended analytics for about 15 metrics for different purposes of evaluating team performance, trends, etc.<\/p> \n\tHere are the top metrics you can find there:<\/p> \n\tThis feature is available only in Enterprise subscription and it should be enabled manually in Menu \u00bb Analytics in the agent interface.<\/p> \n\tNow all incoming requests in help desk system can be distributed with our automation tool. So each department has its own business hours and your customers may have specific SLA rules that you've set. But the team is too large that you need to reassign tickets automatically until they are resolved.<\/p> \n\tWe have involved smart rules for such purposes. Based on them, incoming tickets will be forwarded to online support agents or those who have fewer requests to work on.<\/p> \n\tWe have several options to set automatic ticket routing between available agents:<\/p> \n\tThis feature extends our contact and feedback form. It gives you the ability to show specific fields based on selected values of previous fields. <\/p> \n\tThat way you will make more flexible forms to grab extra data from your customers.<\/p> We've integrated UseResponse with 2 popular CRM tools:<\/p> Integrations are available only in Enterprise package.<\/p> \n\tAll features could be checked in our release notes - https:\/\/help.useresponse.com\/knowledge-base\/article\/5-1-version<\/a><\/p>",
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"content": " \r\n\tWhen setting up triggers for chats, there are specific events and conditions that you can use. Here’s a simple guide to help you understand how to create triggers for chat-related actions.<\/p> \r\n\tImportant<\/span>: The Chat: Incoming Message<\/span> event applies when:<\/p> \r\n\tIt won’t trigger<\/span> if the chat was created through a chatbot scenario.<\/p> \r\n\t\tUse Scheduled<\/span> events to trigger actions after a set amount of time.<\/p> \r\n\tTo apply these only to chats, set the condition: Object:Type is Chat<\/em><\/p> \r\n\t\tExample<\/span>: Send a message when the \"Welcome\" button is clicked.\r\n\t<\/p><\/li>\t\r\n \r\n\t\tExample<\/span>: Notify the agent if the user spends too much time on the pricing page.\r\n\t<\/p><\/li>\t\r\n \r\n\t\tExample<\/span>: Send a welcome message when the chat is opened.\r\n\t<\/p><\/li><\/ul> \r\n\tFor Scheduled<\/span> events, make sure to set the correct delay before triggering.<\/p> \r\n\tExample 1<\/span> \r\n\tEvent<\/span>: Chat: Incoming Message \r\n\t \r\n\tExample 2<\/span> \r\n\tEvent<\/span>: Object is Updated \r\n\t \r\n\tExample 3<\/span> \r\n\tEvent<\/span>: Scheduled: Object Without Activity - 10 minutes \r\n\t \r\n\t\tTime Granularity Options for Analytics Bar Visualization \r\n\t\tCustom Status Colors in Analytics Widgets \r\n\t\tNotifications for Mentions in Edited Objects If you want to track the latest changes in public ideas, questions, get updates on the discussion threads in the articles or announcements, you need to subscribe to these items.<\/p> There are some default rules when agents and external users become followers automatically:<\/p> Only registered users can follow public forum posts (topics, articles, announcements) by clicking the Follow link in the community portal.<\/p> If you enabled the Live Chat in Applications of the administration area, keep in mind that external users cannot be added to the chat sharing list. Only internal agents can follow chat conversations.<\/p> A ticket is considered to be a private request and can be visible only to the author and support agents. So there is no ability for any end-user to become a ticket subscriber due to obvious security reasons.<\/p> Sometimes the ticket author and support team might need to provide other external and internal users access to the ticket by adding them to the ticket sharing list:<\/p> End-users added to the sharing list will be notified on every ticket update. They will be able to take part in the further ticket discussion via email and will have access to the request page in the user interface with the ability to reply in the browser using the unique link in the email notification.<\/p> Note<\/span>: if there is an unregistered user in the sharing list, the ticket email notification will be sent to all external subscribers without the ticket link. <\/p> Both agents and users can share tickets with other user accounts.<\/p> The requester<\/span> can share tickets:<\/p> Agents<\/span> can add users to the sharing list in multiple ways:<\/p>![](\"https:\/\/help.useresponse.com\/public\/attachments\/73770e4b2a7d2e2a0d568444718af12a.png\")
<\/a><\/p>![](\"https:\/\/help.useresponse.com\/public\/attachments\/161fce3bbe54cc0d5a07a3aeedd98671.png\")
<\/p>\u041a\u043e\u043d\u0444\u0438\u0433\u0443\u0440\u0430\u0442\u043e\u0440 \u0438\u043d\u0442\u0435\u0440\u0444\u0435\u0439\u0441\u0430<\/h2>
![](\"https:\/\/help.useresponse.com\/public\/attachments\/1848a294a2a4c47e880b87a07acd6708.png\")
<\/p>\u0418\u0437\u043c\u0435\u043d\u0435\u043d\u0438\u044f \u0432 \u0411\u0430\u0437\u0430\u0445 \u0417\u043d\u0430\u043d\u0438\u0439<\/h2>
![](\"https:\/\/help.useresponse.com\/public\/attachments\/03ce737724ed23081c4ef254e5fa40d3.png\")
<\/p>\u041d\u043e\u0432\u044b\u0439 \u0432\u0441\u0442\u0440\u0430\u0438\u0432\u0430\u0435\u043c\u044b\u0439 \u0432\u0438\u0434\u0436\u0435\u0442<\/h2>
![](\"https:\/\/help.useresponse.com\/public\/attachments\/7899236619478c253bb17794e671c215.png\")
<\/p>\u041e\u0447\u0435\u0440\u0435\u0434\u0438 \u0432 \u0447\u0430\u0442\u0435 \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0438<\/h2>
![](\"https:\/\/help.useresponse.com\/public\/attachments\/b2f38869e89315bf8ff51a65e7f712ab.png\")
<\/p>\u0410 \u0442\u0430\u043a\u0436\u0435 ...<\/h2>
\r\n\t\r\n
<\/p>Interface Configurator<\/h2>
<\/p>Redesigned Knowledge Base<\/h2>
<\/p>New Embeddable Widgets<\/h2>
<\/p>Live Chat Queue<\/h2>
<\/p>and much more ...<\/h2>
\r\n\t\r\n
![](\"https:\/\/help.useresponse.com\/public\/attachments\/e2b1f786fb4ffe65b134ec176adc2a96.png\")
<\/p>\r\n\t\r\n
![](\"https:\/\/help.useresponse.com\/public\/attachments\/c38076b373511c7780abf9b7d1b96bf2.png\")
<\/p><\/p>\r\n\t\r\n
Plans for Targeting Enterprise Segment<\/h2>
\r\nWhy Are We Doing It?<\/h3>
<\/p>How Will It Affect Pricing & Current Customers?<\/h3>
![](\"https:\/\/help.useresponse.com\/public\/attachments\/23b0241f44b9aa7fae90009c34ebb4ef.png\")
<\/p>\u0421\u0435\u0433\u043c\u0435\u043d\u0442\u0430\u0446\u0438\u044f \u043f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u0442\u0435\u043b\u0435\u0439 \u0438 \u0444\u043e\u0440\u043c\u0438\u0440\u043e\u0432\u0430\u043d\u0438\u0435 \u043a\u043e\u043c\u0430\u043d\u0434<\/h2>
![](\"https:\/\/help.useresponse.com\/public\/attachments\/bcdb44dd1efc3470641e982a7b5c05b6.png\")
<\/p>\u0421\u043e\u0437\u0434\u0430\u043d\u0438\u0435 \u0441\u0446\u0435\u043d\u0430\u0440\u0438\u0435\u0432 \u0447\u0430\u0442-\u0431\u043e\u0442\u043e\u0432<\/h2>
![](\"https:\/\/help.useresponse.com\/public\/attachments\/ba20e2d80a7963c416c99f5d48d85d37.png\")
<\/p>\u0418\u0437\u043c\u0435\u043d\u0435\u043d\u0438\u044f \u0432 \u0430\u0434\u043c\u0438\u043d\u0438\u0441\u0442\u0440\u0438\u0440\u043e\u0432\u0430\u043d\u0438\u0438 \u0438 \u043e\u0442\u0434\u0435\u043b\u044c\u043d\u0430\u044f \u0441\u0442\u0440\u0430\u043d\u0438\u0446\u0430 \u043f\u0440\u0438\u043b\u043e\u0436\u0435\u043d\u0438\u0439<\/h2>
![](\"https:\/\/help.useresponse.com\/public\/attachments\/45345f628bd3ebe983bb18fb4eff7ba6.png\")
<\/p>\u0410 \u0442\u0430\u043a\u0436\u0435...<\/h2>
\r\n\t\r\n
UseResponse has extended its functionality and improved users management, chat automation, along with performance. Let's discover what are the features that will help you enhance the support workflow in your company.<\/h5>
![](\"https:\/\/help.useresponse.com\/public\/attachments\/9203f96ae58ae0e040738388c0fd3235.png\")
<\/p>Users Segmentation & Organizing Teams <\/h2>
![](\"https:\/\/help.useresponse.com\/public\/attachments\/f18094e5ad04a55658bd29922bab3874.png\")
<\/p>Creating Chatbot Scenarios<\/h2>
![](\"https:\/\/help.useresponse.com\/public\/attachments\/a64b62836cd62dd0193456e8d1662cf5.png\")
<\/p>Modified Administration Area & Applications<\/h2>
![](\"https:\/\/help.useresponse.com\/public\/attachments\/ec94fb76e038b0a16e0611a2cad58262.png\")
<\/p>and much more...<\/h2>
\n\t\n
New Agent Interface<\/h2>
![](\"https:\/\/help.useresponse.com\/public\/attachments\/cc220547631f1766e9d8faf7b5ad651f.png\")
<\/p>\n\t\n
Kanban Board & Product Roadmap<\/h2>
![](\"https:\/\/help.useresponse.com\/public\/attachments\/66d64e3565c5df791156d60337fb7b43.png\")
<\/p>\n\t\n
Extended Analytics<\/h2>
<\/p>
\n\t\n
Smart Assignments<\/h2>
![](\"https:\/\/help.useresponse.com\/public\/attachments\/8cb6714daf94538d5e990b406c01a33f.png\")
<\/p>\n\t\n
Conditional Fields<\/h2>
New Integrations<\/h2>
![\"\"](\"https:\/\/help.useresponse.com\/public\/attachments\/a0394585f6de5f994cebd65e1004b6c0.png\")
<\/p>![\"\"](\"https:\/\/help.useresponse.com\/public\/attachments\/47d75ebe3dc89f6a8c7b0d28432bd857.png\")
<\/p>\r\nEvents for Chat Triggers<\/h2>
\r\nCreating a Chat<\/h3>
\r\n\t\r\n
\r\n\t\r\n
\r\nUpdating a Chat<\/h3>
\r\n\t\r\n
\r\nScheduled Events<\/h3>
\r\n\t\r\n
\r\nSpecific Chat Events<\/h3>
\r\n\t\r\n
Triggered when a user clicks on a specific page element (e.g., a button or link). Specify the element using its HTML selector. \r\n\t\r\n
Triggered by user activity, like time spent on a page.\r\n\t\r\n
Triggered when a user opens the chat window.\r\n\t\r\nSetting Up a Trigger for Chat<\/h2>
\r\n\t\r\n
\r\nExamples of Chat Triggers<\/h2>
When a chat is created (without a chatbot scenario), automatically assign a responsible agent using smart assignments, notify the responsible, and set the chat status to Opened<\/span>.<\/p>
<\/span>Trigger Actions<\/span>:
- Set: Responsible - Smart Assignment and Notify with Event Template.
- Set: Status - Opened.<\/p>![](\"https:\/\/help.useresponse.com\/public\/attachments\/124a6f7ad6a74198f4a8022dd583d260.png\")
<\/p>
When a chat is closed, set Lock Replies<\/span> (the client will not be able to send messages within this chat; a new chat will be created) and send a Satisfaction Survey<\/span>.<\/p>
Conditions:<\/span> Object: Status changed to Completed.
<\/span>Trigger Actions<\/span>:
- Lock Replies.
- Send Satisfaction Survey to Author (creator) with Satisfaction Survey - Template.<\/p>![](\"https:\/\/help.useresponse.com\/public\/attachments\/ca7f9e04ef6979d6832dc02cf2815849.png\")
<\/p>
If there is no response from the client for 10 minutes, send the message: \"Since we haven't received any response from you, we will have to close the chat. Please let us know if you have any questions\"<\/em> and change the chat status to Completed<\/span>.<\/p>
Conditions:<\/span> Object: Type is Chat.
Trigger Actions<\/span>:
- Send Chat Message - Full Message.
- Set: Status - Completed.<\/p>![](\"https:\/\/help.useresponse.com\/public\/attachments\/336066b1acafc098bdebf1bf968be5e7.png\")
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"slug": "8-19-version",
"title": "8.19 Version",
"content": "Features<\/h2>
\r\n\t\r\n
<\/span>\r\n\t\tAnalytics bar charts now support additional time granularity options (Hour, Days of the week, Date, Month), enabling more flexible analysis of trends across different time intervals.![](\"https:\/\/help.useresponse.com\/public\/attachments\/cc0969ff585bf092ffeca66a03e4bd2f.png\")
\r\n\t<\/p><\/li>\t\r\n
<\/span>\r\n\t\tAnalytics charts can now use configured status colors for clearer visualization and better consistency with system settings.![](\"https:\/\/help.useresponse.com\/public\/attachments\/5344faa2faf7a6e0035c0111aaf08140.png\")
![](\"https:\/\/help.useresponse.com\/public\/attachments\/bd81b9d5ec929bb6de89fa97558bafab.png\")
\r\n\t<\/p><\/li>\t\r\n
<\/span>\r\n\t\tAgents now receive notifications when they are mentioned in objects that were edited after the original message was posted.\r\n\t<\/p><\/li><\/ul>Improvements<\/h2>
\r\n\t\r\n
<\/span>\r\n\tImproved timestamp handling across the system:\r\n\t<\/li>\t\r\n\r\n\t\t\r\n
<\/span>\r\n\tImproved behavior when using HTML-only content blocks for portal customization.\r\n\t<\/li>\t\r\n
<\/span>\r\n\tExpanded language configuration options and improved translation support across the system.\r\n\t<\/li>\t\r\n
<\/span>\r\n\tAdded a new trigger condition allowing automation rules to run when an object enters the On Moderation<\/span> state. This allows administrators to configure notifications and other actions for topics that are awaiting moderation.<\/li><\/ul>Bugs<\/h2>
\r\n\t\r\n
![](\"https:\/\/help.useresponse.com\/public\/attachments\/2093bc688dbc7d8ef55bfd6e369473aa.png\")
<\/p>
Ticket Followers<\/h2>
![](\"https:\/\/help.useresponse.com\/public\/attachments\/4f296378b02710ee2ed39055fee32d9a.png\")
<\/p>
How to Add Followers to Tickets<\/h2>
![](\"https:\/\/help.useresponse.com\/public\/attachments\/d2a609bddc6226ebe4c054a024f70908.png\")
<\/p>
![](\"https:\/\/help.useresponse.com\/public\/attachments\/18fc5e0610719ad03d3ea8b6723f1d4d.png\")
<\/li>\t\t\r\n![](\"https:\/\/help.useresponse.com\/public\/attachments\/7526a344df217b3307342ca9f23821f4.png\")
<\/li>\t\t\r\n![](\"https:\/\/help.useresponse.com\/public\/attachments\/8e460fbc8407bcd1845a04b9aa2dc58b.png\")
<\/li>\t<\/ul><\/li>\t\r\n