February comes with a whole bunch of updates across our stack, the main focus for this month in regards to what was released is around:
And various other new features, updates, and bug fixes along the way.
Check out the full details below
Added an Elevio wide ticket deflection benchmark to compare your deflection rate against, you can see this in your ticket statistics report
You can use the Visualizer to add links that open the Assistant to the home screen
Hotspots added via the Visualizer for opening Modules can now be limited to being shown once per user, just like with articles
In the Support module, you can now link to external form for creating support tickets. This is helpful if you have complex forms you'd like users to fill out for your support integration
If the situation requires it, you can now rotate your account secret.
Cross-article anchor links now work when used with the
data-elevio-article attribute for manual article linking (see the docs here)
All customers have been migrated to use the new Smart Groups feature for access control
The support module now has the new GateKeeper for ticket deflection rolled out to all accounts (if enabled).
GateKeeper: Made it more visible that GateKeeper is disabled, and added quick access to enable from the reporting page
GateKeeper: Suggestions page is no longer shown when there are no suggestions
Fixed an issue with onboarding getting caught in a loop
Fixed an issue with floating images in the Assistant and Editor preview
Fixed an issue with GateKeeper suggestions display in Internet Explorer
Fixed an issue where positive deflection page was flashing erroneously for ticket submissions
Fixed navigation on click of
back in the Assistant after ticket deflection
Earlier in the year, we released Smart Group Access Control to make it easy for you to define groups of users that you can reuse later for locking down which users could access which modules in your Assistant.
You can now use those same Smart Groups to easily manage access to your content.
While you could already control who could view what content, you needed to set this up again and again for each of the categories or articles you wanted to lock down. This would quickly become a pain if you wanted to change that access control in a number of places later on.
Now, you can create a single Smart Group and assign it to as many articles, categories, or modules you like. When you want to change how the access control works, you'll only need to change it in one place and it will be reflected everywhere!
To migrate your article access control over to use Smart Groups, simply head to the migration page here:
We released a more powerful way to help your users solve their own questions, and reduce your support load. Codenamed GateKeeper, it's available for all customers using the support module.
This was a large enough update to receive it's own release notes, which you can dive into here: https://elevio.releasenotes.io/release/40sDx-gatekeeper-for-ticket-deflection
Another major update for this month that warranted its own release notes, was the redesign of our main layout to be much cleaner, easier on the eye, and easier to navigate. It also came with two new sections on the dashboard to improve clarity and speed in getting where you need to go, and seeing what's going on with your account.
Smart Groups are a way for you to define segments of users, so you can control what modules they have access to (soon this will also be used for article access control).
When creating a rule for a smart group, from the list of comparators, there's a new option for " matches ". If you select this option, you can enter in a regular expression to match on.
To make managing your content easier, we've worked on a few things that have be repeatedly requested (Thanks! Keep the feature requests coming):
To help in quickly releasing or removing a set of content in one go, you can now check a box for each row, and click on the bulk actions, Publish or Delete.
Previously, wherever you created the category... that's where it stayed. Now, you can move any top level category to sit below another top-level category, or, move a sub-category to belong under a different top-level category to the one it's currently under.
Rather than needing to open an article within the editor, now you can quickly peek at it to make sure it's the article you're thinking of first, or just to get a refresher of what's in that article.
This is available from the content dashboard now and will be getting rolled out to the reporting tables shortly.
When managing your content, you can now bulk publish & delete
Added support for moving a category to be a subcategory of another top level category
Added article previews from content dashboard for quick peeks (coming to other areas soon)
Added regex support when creating smart group rules
Fixed a short lived issue where
img styles bled outside the Assistant styles, causing issues on hosting sites
To help with controlling who can see what in your elevio setup, we've introduced a new feature: Smart Groups
With Smart Groups, you can use a set of rules to create segments of users that you can use for controlling access to modules.
Examples of this might be showing the support module to people who belong to a certain group, or to people who have an email from a certain domain. A great way to offer different levels of support to people on different plans.
You can create a smart group based off any of the following:
To get started with Smart Groups, look for Smart Groups under the Create dropdown menu item in your dashboard.
To learn more about Smart Groups, check the documentation.