New in Let's Talk: July 2017

Let's Talk! v9.0 went live on Friday, July 7, 2017

New Features:

• Phone to Ticket
  • This feature will equip districts/schools with a means to have a track record of their phone calls and interactions with their customers.
  • Districts and schools would be able to capture phone calls and automatically create a Ticket regarding these phone calls.
  • Admin user can request for a phone number under Settings.
  • Under Settings, the System Admin can customize:
    • Phone team (members who can receive phone calls)
    • Enable/Disable call recording
    • Upload incoming call greeting and voicemail greeting message
  • Phone calls coming in will be displayed as a pop-up on the screen including the caller’s number to all the Phone team members. Users will have the opportunity to decline or accept the phone call.
  • Once the phone call is received by any of the members it is automatically created as Ticket.
  • Any phone call that goes into Voice mail will also be converted into Ticket and recording will be available as an attachment in the Ticket.

• Ability for Interest Area Owners to manage users on their Interest Areas
  • Interest area owner will now have access to manage Team Members of their Interest Areas.
  • Interest Areas Owners now have access to Users, under Settings.
  • Managing team members includes adding, deleting and updating information about team members with a Permission level change of Team member to Recorder.
  • Interest Area Owner can now download Tickets
    • Ticket details page
    • Advance Search
    • Saved Search

• Notification for Past Due Tickets
  • Let’s Talk! Users will now be notified once the ticket becomes past due in notification methods specified by Users.

• Ticket Timeline UI update
  • Brand new user interface for Ticket timeline.
  • Activities performed by the same user will be merged together.
  • Other option available when showing/hiding of email replies and comments from the timeline

• Email Notification for re-opened Tickets
  • Any closed ticket that is re-opened again due to any activity will trigger a notification.

• Ability to tag/mention user groups in comment
  • Similar to mentioning and tagging user in comments, Let's Talk! Users can now tag User Groups under comment for any ticket.
  • Notification email will be sent to all the users who are part of the tagged User Group.

• UI update for all emails sent out from LT platform
  • Brand new user interface for emails that are sent out from the Let's Talk! Platform.

• Ticket Status to Recorded Tickets
  • Recorders can now assign statuses to recorded tickets as:
    • Unopened
    • In progress
    • Pending Details
    • Closed

• Forwarding attachments with Tickets
  • Users can forward attachments present in a ticket when using the Forward Ticket feature.
  • All the attachments will be sent as a  zip file with an active link to download for 30 days

Smaller changes in Let's Talk!

• Ability to opt-out of a feedback form when closing tickets in bulk.
• News feature can be accessed at all user levels.
• Landing Page links accessible by Topic Owners and Team Members.
• Users can now export/download Interest areas.
• Identify tour mode status in an excel download of all Users.
• When filtered for "All" on Insights, the start date will be the date of the first ticket received.