14 Oct
Enhanced Ticket Status Policy
The Problem The current two-status system (“Open” and “Closed”) is inefficient. It makes it difficult for clients and managers to track which tickets are truly resolved versus which are awaiting a response. Marking a ticket “Closed” when the issue isn’t
Manual AI-Assisted Conversion of Support Tickets to Knowledge Base Articles
Enable the support manager to manually select closed support tickets for conversion into knowledge base articles with AI assistance. This provides controlled curation of valuable support content for the knowledge base. Current Behavior: Support tickets are closed and archived Knowledge
Enable AI Chatbot to Provide Article URLs from Knowledge Base
Currently, the AI chatbot only provides text-based replies when referencing articles from the knowledge base. We would like the chatbot to be able to include direct URLs/links to the referenced articles in its responses. Current Behavior: AI chatbot participates in
21 Oct
Multilingual support
I would like to propose the addition of multilingual support to Charla. This feature would enable real-time translation for live chats, email communication, tickets, and chatbots, as well as provide the option to translate helpdesk articles. With this functionality, businesses
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Whatsapp Templates
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NAGForm to Email Helpdesk
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