This Beta is mainly aimed at two things:
- Improving chat ticket workflow - creating a ticket at the start of chat helps agents to act on the ticket right away rather than waiting for chat to end. This improves agent's ability to take down relevant notes in a ticket and assign it to concerned department. This feature was requested by many of our enterprise customers.
- Improving reliability and performance - we have completely redone the whole backend server architecture to build required fault tolerance for network blips or minor service outages. The new system is based on messaging queues to handle the workload or scale in case of load. Its also uses lot of low level optimizations to create ticket in least possible time ( connection pooling, async operations ).
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