✨ Klaus Changelog ✨

We are constantly making small (and sometimes not so small) improvements to our app, and this is where you can find all of those. The changelog focuses on user-visible improvements (UVIs), so most of the time you should be able to check the impact right in your app. If you have specific questions, get in touch. If you have recommendations, chat with us!

Last updated: July 31, 2020

July 2020

  • Beta testers can enable pre-defined rootcauses for negative ratings on specific categories. If you want this to be enabled for your account already, get in touch. Otherwise, it's something to look forward to.
  • Root causes are also available in the extension (if enabled for your account).
  • Resize your review pane! You can click and drag the border between the ticket context and your review to whichever size works best for you.
  • If you are just trying out Klaus, we'll let you know when your trial is ending. That makes planning a decision for you much easier.
  • Tired of selecting the same people over and over again? Try out the filter for pre-established user groups on the dashboard. Here's how. And since you asked, yes, we are working on allowing you to compare these groups, too.
  • Filter your dashboard by ticket creation date instead of the default ticket review date. This can be helpful when reviewing different weeks in batches while still seeing the improvement (or lack thereof) on the dashboard.
  • Different agents have different colours in your conversation page to avoid confusions.
  • If a category is critical, it is prefaced with !! both on the dashboard and in your reviews, so there is no confusion about why a ticket might have failed.
  • Need to review tickets for João? You'll get a result whether you are searching for João or Joao.
  • Do you want to review a specific ticket on Klaus? The “search for ticket ID” option is now much more visible on your conversation page.
  • The Aircall recording external link did act up a bit, so we fixed it.
  • If you selected a message to review and picked the wrong one, hitting esc will deselect the message.

June 2020

  • We did some optimization and beautification on our new category settings layout
  • The audio player is full-width again. Some experiments confirm that the original option was actually good.
  • The Dixa integration is receiving continuous improvements as we get more familiar with the integration.
  • Hashtags are always lowercase. #ThIsIsNoTaThInGAnyMore
  • And talking about Hashtags, as a workspace manager you can lock-down hashtags for individual workspaces and make sure everyone uses the hashtags you defined.
  • If your threshold for “good enough” is not 50%, but something different, you can change the threshold for the green-to-red change on your dashboard to a custom value. This is also a Workspace setting.
  • Wooooot! There's a Dixa integration
  • Our available connections are now displayed in alphabetical order - which makes it much easier to add a new connection should you decide to switch help desk or add an additional service to your offering.
  • Your conversation includes ticket events, so you get full visibility of what’s going on with the ticket/chat apart from the conversation itself.
  • We've taken away the delay between looking at a ticket and marking it as "viewed". Tickets are marked as "viewed" as soon as you've seen them. We still recommend reading the comments though.
  • We've moved the scorecard tags above the rating categories, since you probably chose that one first.
  • Filters options by default are restricted to be only used once. This posed problems for filters that require two selections (e.g. date after xx, but before yy), but not anymore. Multi-option filter can now be used together.
  • If you are using category groupings, these close/open according to the group you are currently working on, taking away unnecessary clutter.
  • When creating a filter, we'll tell you the exact number of results up to 999 tickets. If your filter includes more tickets than that, you'll get the 999+ information (and should probably thinking about adding another rule for your filter to narrow it down a bit more)
  • Any workspace member can be interim assignee (while you wait for your colleague to accept their invitation, for example)
  • You reached your goal? YAY! Enjoy some confetti.
  • Remember that the dashboard time periods take into account your personal start day of the week. So beware if your week starts on a Sunday, and someone else's week on Monday.
  • The tool bar in your extension shows the review status of the ticket you are looking at
  • See your review goal (and how close you are) while using the extension.
  • And the review UI has seen some updates - can you spot the improvements?

May 2020

  • You can start assigning your reviews to any workspace member, even if they did not participate in the ticket.
  • Scores by Tickets (the last dashboard card) now includes avatars - for those who are more visual. When exporting this card, you'll also get the email and the name included for absolute transparency.
  • The bug where tickets duplicated when using random sorting - we've fixed that, too.
  • We've optimized the amount of data that is requested from the system when setting up filters, for a smoother experience.
  • We've swapped out the order of the connection icon and the ticket ID on the dashboard Scores By Ticket card for visual alignment.
  • We've further improved the differentiation between customer replies and agent replies.
  • Workspace managers can edit reviews, if necessary.
  • Do you like to give extensive feedback? The comment box can be extended for a more relaxed commenting experience.
  • Reviewers can edit and delete public filters they created. They cannot edit public filters created by other reviewers or higher roles. They can however clone those filters to make them their own. Workspace managers and above continue to be able to edit all public filters.
  • Are you a mouse-click saver? Check out our shortcuts from the help menu (and feel free to suggest your own).
  • You can now get to directly from the help menu in the Klaus app to the newly launched Quality Tribe.
  • The visual cues when loading the app now includes a pulsating loading cat - so you know that something is happening.
  • We fixed the Aircall installation flow.
  • We published a new guide on how to use the extension to review your reviewer's review.
  • Reviewers can see public filters they did not create themselves, but they can not change these filters. They will be able to clone existing public filters though to create their own (usually private) personalisations. This means less accidentally changes in public shared filters. Note that workspace managers and above can still update and change any public filter.
  • If you get lost on the Klaus page - the 404 page is really cute. ;)
  • Ever wanted to rate ONLY tickets that contained a specific phrase or sentence? Try filtering for ticket content.
  • If you've been thinking about using our API - but didn't quite know where to start, we've documented the process for you, including how to import users and/or conversations and how to export your data.
  • If "allowed to skip" is disabled, users can leave only a comment, as long as ALL categories are rated or NO categories are rated (the latter one is new).
  • Changes in design help to quickly discern what's an agent answer and what's a client answer. And we don't even require you to be able to name right and left
  • There are some design changes happening in the new workspace settings layout, as we make our way towards a more intuitive user management.
  • Use webhooks to be notified whenever a critical rating category fails to pass. Different webhook triggers will be added in time and you can choose which ones you subscribe to!

April 2020

  • Want to leave just a comment and not give any rating? You can do that now. Just remember that this means no stats on the dashboard.
  • Imagine you wanted to link your internal system to Klaus (for example to review from your data visualization software directly to the relevant review in Klaus) - you can now do that by using your helpdesk ticket ID. For example, for Intercom you’d use: https://kibbles.klausapp.com/conversations/?externalTicketId={intercom_id}.
  • Have a look at your settings page - it already looks much slicker, waiting for more changes to happen.
  • You can now delete your ratings - and so can your manager.
  • If you delete a group, the categories are refreshed. Check the review submit button, animated.
  • Intercom now looks nicer in app. Visuals do matter.
  • The dropdown when creating multi-select filters (e.g. with team members) are easier to read.
  • The goal indicator in your navigation bar now has a tooltip with your progress in numbers, so you can quickly check exactly where you stand.
  • We’ve reduced the size of the avatars when someone is looking at the same ticket - making it easier to use. Workspace deletion now requires a confirmation.
  • Once upon a time, when you deleted a group of categories, those categories were gone. You can now remove the grouping, while keeping the categories intact.
  • Check out the question mark in your navigation menu - there are some goodies in there for you.
  • If your filter creation times out - we’ll let you know.
  • The dashboard user list is now also much longer - so it’s easier to find whom you are looking for.
  • Not sure what the user filter on the dashboard is for? We’ve added a tooltip to help with that.
  • Using ><= as conditions for a custom field now works as expected when getting in data via the API.
  • The dashboard now lets you know if your date range includes more than one rating scale.
  • It’s now clear from the get-go if a recording is empty.
  • Remember those avatars that appear when you collide with someone during ticket ratings? Well, you can now change that avatar in your Settings >> Personal Settings >> General
  • You can now edit your ratings - with an adjusted design.
  • Creating filters and changing is now much faster.
  • So, sometimes, rarely, things happen. And then it’s nice to let you know. So we created a global outage page should Google services should go out again.
  • Rating area expands back to the default state when navigating to a new ticket (since you’ll likely want to rate that one, too).
  • We now support uploading custom avatars.
  • Conversation updates (add, edit, delete a comment / add, change a rating) is now faster than before.
  • Next time you reach your goal, Klaus will celebrate with you.
  • Helpshift users can now limit their ticket importing by CSAT threshold (e.g. only important ticket with a low CSAT)
  • Profile and account settings are now combined in one so you can easily find where to update your information.
  • Worried about someone else reviewing the same ticket? You now get a visual indication when that happens.
  • The goal submit button is now bigger and more beautiful.
  • Clearing out the dashboard filter is now possible with one beautiful swoop (by clicking on "reset filter" in the sidebar.

March 2020

  • Dashboard graphs, oh so confusing - they are now colour coded.
  • Novels should be published outside of Klaus. Hence we hope that the character limit in the comment editor won't be disruptive to anyone.
  • The dashboard now has beautiful info icons - with direct links to the knowledge base for those who want to know more.
  • We have added more filters to the dashboard. You can now filter for scorecard tags, for the source of the message, and even for tags used in comments.
  • Timezones are now neatly exposed in GMT (UTC). If you are very time-sensitive, make sure to adjust for DST yourself.
  • Mentions in comments weren’t working for a bit, they are back now.
  • You can now edit and delete your comments directly in the feedback pane.
  • Audio players now look nice and full-width.
  • You can now undo & redo your musings while writing a comment (cmd+Z).
  • Share code in your comments by using markdown.
  • Bug fix: your viewed reviews are now correctly flagged.
  • Removed comment draft option after realizing that no one ever saved a comment draft, and if they did it was shenanigans because the review didn’t register.
  • You can now use dashes in your internal-comment-hashtags.
  • Fixed the proper indents for lists for imported ticket content.
  • Bug fix: adding a catchy name (or any name, for that matter) is now mandatory in order to create a filter.
  • Category groups are now expanded by default when you are reviewing your tickets via our extension.
  • Very long words (like URLs with parameters) now correctly wrap instead of expanding the comment field.
  • Ticket scores are updated once a review has been submitted - instead of changing the rating on the fly which created a lot of inconsistencies.
  • The user goal now updates dynamically (instead only upon refreshing the page) - yay for accountability and goal tracking.
  • Aaaaand, we now have RTL content support. Hello, world!