Posted by Dinesh & filed under Updates.

Since the announcement of the Heartbleed bug a few days ago, the Internet has been swamped with information and speculation about the security vulnerability. ClickDesk users can rest assured that Heartbleed did not affect ClickDesk. We proactively applied patches to all of our servers, and we didn’t find any of your ClickDesk data to be compromised.

The Heartbleed bug, technically known as CVE-2014-0160, has caused such a stir with good reason: it is a serious vulnerability in the popular OpenSSL cryptographic software library, and SSL/TLS provides communication security and privacy over the Internet for a ton of apps. SSL stands for Secure Sockets Layer and is also known by the newer name Transport Layer Security (TLS). SSL/TLS is the most basic means of encrypting information on the web, basically ensuring (or trying to ensure…) that nobody can eavesdrop on your data transfers and communications.

Strangely, Heartbleed was discovered on the same day by a Google researcher and a security firm, working independently. Luckily they found it before hackers did, so sites big and small have been able to patch their servers proactively. However, if you use the same password on multiple sites, we do recommend changing the password on those sites (though only after the sites have been declared safe from Heartbleed). If you want to know more about Hearbleed, check out this excellent Cnet article. It gives a good rundown of the Heartbleed story and answers FAQs about the bug.

Thanks for being a part of the ClickDesk family. If you have any questions or concerns about Heartbleed, just drop us a line.

 

 

 

Posted by Dinesh & filed under Live Chat Features.

Our popular visitor mapping feature now includes a new suite of filters based on search criteria, with color-coded pins based on user behavior. Agents have come to rely on our real-time world map, which shows a pin for each unique visitor currently browsing your website. The new filters, found on the upper right of the agent panel, let agents filter web visitors directly on the real-time world map by setting search criteria such as visitors from a particular country, time spent on the website, or what type of chat a visitor is engaged in.

 

agent-filters in panel

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Posted by Dinesh & filed under Live Chat Features.

ClickDesk has the industry’s most impressive array of live-chat functionality, from video to text, but sometimes nothing is more useful to resolving a customer issue quickly and precisely than seeing their actual screen, the way they see it. Our new screenshot function lets agents do exactly that, with the click of a button. When agents push the “Get Screenshot” button, they receive a screenshot of the visitor’s current browser window.

 

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