{"id":1707,"date":"2017-07-11T20:28:59","date_gmt":"2017-07-11T20:28:59","guid":{"rendered":"http:\/\/www.k12insight.com\/kc\/?post_type=article&#038;p=1707"},"modified":"2026-03-30T12:56:49","modified_gmt":"2026-03-30T12:56:49","slug":"new-in-lets-talk-july-2017","status":"publish","type":"post","link":"https:\/\/www.k12insight.com\/kc\/product-updates\/new-in-lets-talk-july-2017\/","title":{"rendered":"New in Let's Talk: July 2017"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"1707\" class=\"elementor elementor-1707\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-29e8b1d0 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"29e8b1d0\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-3e9ce304\" data-id=\"3e9ce304\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4f9840a7 elementor-widget elementor-widget-text-editor\" data-id=\"4f9840a7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3>Let's Talk! v9.0 went live on Friday, July 7, 2017<\/h3><p>New Features:<\/p><p>\u00a0<\/p><ul><li><strong>Phone to Ticket<\/strong><ul><li>This feature will equip districts\/schools with a means to have a track record of their phone calls and interactions with their customers.<\/li><li>Districts and schools would be able to capture phone calls and automatically create a Ticket\u00a0regarding these phone calls.<\/li><li>Admin user can request for a phone number under Settings.<\/li><li>Under Settings, the System Admin can customize:<ul><li>Phone team (members who can receive phone calls)<\/li><li>Enable\/Disable call recording<\/li><li>Upload incoming call greeting and voicemail greeting message<\/li><\/ul><\/li><li>Phone calls coming in will be displayed as a pop-up on the screen including the caller\u2019s number to all the Phone team members. Users will have the opportunity to decline or accept the phone call.<\/li><li>Once the phone call is received by any of the members it is automatically created as Ticket.<\/li><li>Any phone call that goes into Voice mail will also be converted into Ticket and recording will be available as an attachment in the Ticket.<\/li><\/ul><\/li><\/ul><ul><li><strong>Ability for Interest Area Owners to manage users on their Interest Areas<\/strong><ul><li>Interest area owner will now have access to manage Team Members of their Interest Areas.<\/li><li>Interest Areas Owners now have access to Users, under Settings.<\/li><li>Managing team members includes adding, deleting and updating information about team members with a Permission level change of Team member to Recorder.<\/li><li>Interest Area Owner can now download Tickets<ul><li>Ticket details page<\/li><li>Advance Search<\/li><li>Saved Search<\/li><\/ul><\/li><\/ul><\/li><\/ul><p><a href=\"https:\/\/www.k12insight.com\/kc\/wp-content\/uploads\/2017\/07\/Notifications.gif\"><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone size-full wp-image-1714\" src=\"https:\/\/www.k12insight.com\/kc\/wp-content\/uploads\/2017\/07\/Notifications.gif\" alt=\"Notifications\" width=\"1218\" height=\"675\" \/><\/a><\/p><ul><li><strong>Notification for Past Due Tickets<\/strong><ul><li>Let\u2019s Talk! Users will now be notified once the ticket becomes past due in notification methods specified by Users.<\/li><\/ul><\/li><\/ul><p><a href=\"https:\/\/www.k12insight.com\/kc\/wp-content\/uploads\/2017\/07\/Timeline.gif\"><img decoding=\"async\" class=\"alignnone size-full wp-image-1715\" src=\"https:\/\/www.k12insight.com\/kc\/wp-content\/uploads\/2017\/07\/Timeline.gif\" alt=\"Timeline\" width=\"1231\" height=\"681\" \/><\/a><\/p><ul><li><strong>Ticket Timeline UI update<\/strong><ul><li>Brand new user interface for Ticket timeline.<\/li><li>Activities performed by the same user will be merged together.<\/li><li>Other option available when showing\/hiding of email replies and comments from the timeline<\/li><\/ul><\/li><\/ul><ul><li><strong>Email Notification for re-opened Tickets<\/strong><ul><li>Any closed ticket that is re-opened again due to any activity will trigger a notification.<\/li><\/ul><\/li><\/ul><p><a href=\"https:\/\/www.k12insight.com\/kc\/wp-content\/uploads\/2017\/07\/Tag-User-Groups.gif\"><img decoding=\"async\" class=\"alignnone size-full wp-image-1716\" src=\"https:\/\/www.k12insight.com\/kc\/wp-content\/uploads\/2017\/07\/Tag-User-Groups.gif\" alt=\"Tag User Groups\" width=\"880\" height=\"290\" \/><\/a><\/p><ul><li><strong>Ability to tag\/mention user groups in comment<\/strong><ul><li>Similar to mentioning and tagging user in comments, Let's Talk! Users can now tag User Groups under comment for any ticket.<\/li><li>Notification email will be sent to all the users who are part of the tagged User Group.<\/li><\/ul><\/li><\/ul><ul><li><strong>UI update for all emails sent out from LT platform<\/strong><ul><li>Brand new user interface for emails that are sent out from the Let's Talk! Platform.<\/li><\/ul><\/li><\/ul><p><a href=\"https:\/\/www.k12insight.com\/kc\/wp-content\/uploads\/2017\/07\/Recorded-Ticket-Status.gif\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1717\" src=\"https:\/\/www.k12insight.com\/kc\/wp-content\/uploads\/2017\/07\/Recorded-Ticket-Status.gif\" alt=\"Recorded Ticket Status\" width=\"796\" height=\"592\" \/><\/a><\/p><ul><li><b>Ticket Status to Recorded Tickets<\/b><ul><li>Recorders can now assign statuses to recorded tickets as:<ul><li>Unopened<\/li><li>In progress<\/li><li>Pending Details<\/li><li>Closed<\/li><\/ul><\/li><\/ul><\/li><\/ul><ul><li><strong>Forwarding attachments with Tickets<\/strong><ul><li>Users can forward attachments present in a ticket when using the Forward Ticket feature.<\/li><li>All the attachments will be sent as a \u00a0zip file with an active link to download for 30 days<\/li><\/ul><\/li><\/ul><p><strong>Smaller changes in Let's Talk!<\/strong><\/p><ul><li>Ability to opt-out of a feedback form when closing tickets in bulk.<\/li><li>News feature can be accessed at all user levels.<\/li><li>Landing Page links accessible by Topic Owners and Team Members.<\/li><li>Users can now export\/download Interest areas.<\/li><li>Identify tour mode status in an excel download of all Users.<\/li><li>When filtered for \"All\" on Insights, the start date will be the date of the first ticket received.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Let's Talk! v9.0 went live on Friday, July 7, 2017 New Features: \u00a0 Phone to Ticket This feature will equip districts\/schools with a means to have a track record of their phone calls and interactions with their customers. Districts and schools would be able to capture phone calls and automatically create a Ticket\u00a0regarding these phone...<\/p>\n","protected":false},"author":27,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"_kad_post_transparent":"default","_kad_post_title":"default","_kad_post_layout":"default","_kad_post_sidebar_id":"","_kad_post_content_style":"default","_kad_post_vertical_padding":"default","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"footnotes":""},"categories":[414],"class_list":["post-1707","post","type-post","status-publish","format-standard","hentry","category-product-updates","tag-basic-telephony","tag-ticket-management"],"_links":{"self":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/1707","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/users\/27"}],"replies":[{"embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/comments?post=1707"}],"version-history":[{"count":16,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/1707\/revisions"}],"predecessor-version":[{"id":16147,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/1707\/revisions\/16147"}],"wp:attachment":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/media?parent=1707"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/categories?post=1707"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}