This page will be updated regularly throughout the month as new features become available.
Zendesk Ticket Field Update: New Customization Options for Ticket Type, Priority, and Group
You can now set the Type and Priority fields when handing off tickets, selecting from predefined values for each. Additionally, you can assign tickets to any predefined group. This enhancement facilitates better categorization and prioritization of tickets, ultimately improving workflow and response times. To use this feature, navigate to Solve > Workflow Builder > Open a workflow > Actions > Create Zendesk Ticket. This functionality is available to all customers using the Zendesk integration.
Solve Widget Configuration Update: Customize Widget's Size, Placement, Font, and Intro Screen
Exciting News! We’ve added new configuration options to the Solve Widget to enhance accessibility and personalization. You can now resize the widget for better visibility, select a default font that aligns with your brand, and position the widget in either the bottom-right or bottom-left corner of your screen. Additionally, you can add an intro message and an image to effectively convey your brand's mission and vision. These updates are available to all customers using the Solve Widget. To start customizing your widget, navigate to Solve > Configuration > Theme.
Discover Update: Export All Topics Data
You can now export all topics data as a CSV file, which will be delivered directly to your email. This feature allows you to store and review data in your own systems, making it easier to analyze and improve functionality. The export feature is available to all customers using Discover Topics.
Widget Insights Update: Chat Transcript Revamped
The recent revamp introduces a new user interface that enhances both the visual appeal and usability of chat transcript, making navigation easier for admins. Additionally, the update enriches the chat experience by providing more information, including chat events, the number of user interactions, and timestamps. These improvements enhance the readability of the conversation drawer and allow admins to access detailed information more efficiently. This update is now available to all customers using Solve. To view the update, navigate to Solve > Widget Insights > Chats.
Discover Update: New Sentiment Model
We are excited to introduce the new Sentiment Model, which enhances sentiment analysis accuracy and usability. Key benefits include better detection of nuances like sarcasm, improved neutral scoring to distinguish between strong and neutral sentiments, and context-aware scoring for complex statements. The model also handles edge cases with greater precision and reduces unexpected score fluctuations, ensuring more stable results. The new sentiment model is available to all customers with Discover. For more information, see New Sentiment Model.
Brand Management Now Generally Available for All Customers!
We are excited to announce that Brand Management is now generally available to all customers! Depending on your plan type, you can now create multiple branded widgets. This update allows you to deliver customer experiences tailored to different brands and personas, build custom widgets to meet your business needs, and view performance reports by tag for clear insights. This feature is particularly beneficial for customers managing multiple sub-brands or engaging with different personas. To get started with Brand Management, see Introduction to Brand Management.
Triage Update: Prediction Reasoning Now Visible in the Dashboard
Prediction reasoning briefly explains why the model chose a specific label at the time of prediction. You can easily access it in the self-serve Triage model ticket view, Triage Simulations, and Triage Insights. This enhancement gives you deeper insights into how your models make predictions and helps you make informed adjustments or improvements. This feature is available to all customers using self-serve Triage models.
Triage Analytics and the Triage Dashboard Will Be Deprecated on January 31, 2025
The current Triage Dashboard and Analytics page will no longer be available after this date. Please transition to Triage Insights for future use. To start using Triage Insights, refer to this article.
Triage Insights Now Available for All Triage Customers!
We are thrilled to announce that the Insights page is now accessible to all Triage customers. This comprehensive analytics dashboard supports both traditional models and the new Triage Large Language Model (LLM).
Key features include a funnel view for visualizing model performance at each stage of the ticket journey, the ability to compare results across all available models, and detailed label inspection for analyzing individual label outcomes. This unified analytics page provides a powerful tool for evaluating and comparing the performance of various Triage models, ensuring you have all the necessary insights in one place. For more information, see Triage Insights.
Introducing Support for List-Type Fields in Automations
You can now create automations using list-type fields, such as picklists, dropdowns, and similar fields commonly used in helpdesk platforms. With this feature, you can filter, trigger, and execute email workflows based on these fields, providing you with greater flexibility and control over your automations. This feature is available to all Solve customers.
New types of Context Variables are Now Supported in Chat Insights
The Chat Insights now supports additional CV types in the CV Filter, including Email, Phone, Long Text, Date, Checkbox, and Number. These new filtering options enhance analytics and provide deeper insights into chat interactions. This feature is available to all customers with Chat Insights.
Support for Automated Email Responses with Solve Email 2.0 for Intercom Is Now Available
This new feature enables all Intercom customers to create automated email workflows. With Solve Email 2.0, users can easily set up automated responses to incoming emails, ensuring that their customers receive timely acknowledgments and information about their inquiries. For more information, see Guide to Configuring Intercom for Solve Email.
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