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LiveAgent

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Velocity6.3

Helpdesk software with live chat and ticketing

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LiveAgent opens its helpdesk to AI assistants via MCP amid a relentless fix cadence

customer-supportmcpai-interophelpdesksecurity-maintenanceai-assist
◆Current state
LiveAgent is a help-desk/customer-support platform spanning tickets, chat, calls, and social channels. The changelog is a genuine, high-cadence product feed shipping multiple parallel release branches (5.63.x / 5.64.x / 5.65.x) packed with security fixes, bug fixes, and steady improvements — plus a clear AI build-out: an MCP server that exposes the helpdesk to assistants, AI ticket summaries, and credit-pool provisioning for AI usage.
◆Where it's heading
Two threads run in parallel: relentless reliability and security maintenance across branches, and an AI/agent-interoperability push. LiveAgent shipped an MCP server with OAuth 2.1 for claude.ai custom-connector integration plus MCP tools to read and write ticket notes and fields, AI ticket summaries, and budget/credit plumbing for AI usage. The direction is a helpdesk that is both AI-assisted and externally operable by AI assistants.
◆Prediction
Expect LiveAgent to expand its MCP tool surface and AI features (summaries, agent assist) while sustaining the high-cadence security and bug-fix cadence across its release branches.

◆Recent moves

  1. 2d ago

    AI credit-pool provisioning, closed-ticket tweaks, bug fixes

    Adds AI credit-pool provisioning (purchase/top-up write path) and chatbot payment-recovery, hides the Forward action on closed tickets, plus security and bug fixes — incremental work on the AI-monetization plumbing amid maintenance.

    View source ↗
  2. 4d ago

    Security fix and email/call-note bug fixes (5.64.8)

    A security improvement plus email-parsing and call-note bug fixes — a maintenance release with no user-facing feature.

    View source ↗
  3. 5d ago

    Bug fixes: planned tasks, AI module DB, rule validation

    Bug fixes only — corrupted planned-task rows, AI-module DB targeting, rule validation, collation errors, and an availability-report time-window fix.

    View source ↗
  4. 8d ago

    New agent login/worktime API, AI budget decoupling, fixes

    A feature-bearing maintenance release: a new API endpoint for agent login/worktime history, decoupling of the AI tool-call budget from the Agent entity, public Symfony error pages, plus a large batch of fixes and performance work.

    View source ↗
  5. 11d ago

    Bug fixes: agents API, agent profile panel (5.64.7)

    Bug fixes for the agents API, an indefinitely-loading agent profile panel, and a missing index — a maintenance patch.

    View source ↗
  6. 12d ago

    MCP server with OAuth 2.1 for claude.ai connector + AI ticket summary

    ⚡ SPARK

    The standout release: a full MCP server build-out — MCP API for ticket fields, get_ticket_notes/add_note tools, per-agent MCP auth tokens, and OAuth 2.1 for claude.ai custom-connector integration — plus AI ticket summary, landed alongside a very large batch of security fixes and improvements.

    View source ↗