Release date: 09/03/2020 9pm PST.
The primary focus of this sprint was on fixing known bugs and continuing core updates to our new interface. We're been working closely with our partners to ensure we are addressing the most pressing needs and desires in our new app and we can't wait to share it with everyone. Starting this month we will get back into our regular cadence of posting release notes every 3 weeks and sharing all of our new app updates with you.
As a reminder, you can log into the new app at app-new.goboomtown.com with your same credentials.
Here's what's going live with this release:
We overhauled the Events Timeline (formerly the Issue Log) in the new app to make each Event more readable and easier to scan. You will now see different types of Events with distinct titles and descriptions as well as who triggered the Event. These new events should make it easy to quickly understand everything that has happened on a Case.
We have a few remaining updates to make in the next release. We will add Communication Events (e.g. Email Received) so you have a unified timeline of all events across the Case as well as shipment notifications.
We are continuing to enhance our email support product - both the functionality and the overall user experience to make it easier to support customers over email.
With this release we continued to enhance our Live Chat selector for teams that provide chat support. As a reminder, these are the boxes that appear in the top navigation that show you all the open chats that you own and any unclaimed chats that are in your queue (up to 7 total). Here are the updates we made:
We fixed a number of bugs in the knowledge base to increase overall usability:
We fixed a few bugs related to Case Views and filters that will allow teams to now create the views they need to manage their own Cases and their Team's Cases.
We continued to enhance the quality and experience of our suggestions in the new Solutions panel. This release marks a big milestone in our shift to the new interface as we will no longer be showing suggestions in the chat panel (so suggestions will no longer appear in the old interface) to reduce the noise when chatting with customers.
Here are the updates we made:
We added the option to include Case History as part of our Support SDK configuration. This will allow customers to access historical chats to reference articles, answers, or other information that was shared with them in those conversations. This should help teams reduce the number of repeat Cases from customers asking for the same information.
We also updated the styling for our knowledge base when displayed on various thin surfaces (e.g. SDK on mobile, webChat, Solutions panel). This will ensure our knowledge content is more responsive across all surfaces where it can be accessed. This will be rolled out over the upcoming sprint.
We kicked off a project to begin an overhaul of our Toolbox application. Over the coming months we will be building a new Toolbox app as an SDK and making a number of enhancements as part of that process. We started that process by fixing a handful of known bugs with the app on both iOS and Android.
Updates
Styling
Bugs
As always, if you have any questions, feel free to contact us at product@goboomtown.com