If you are unsure about the version of your LiveAgent account, see this guide to retrieve the version number.
In an effort to refine and enhance the functionality of our software, we've implemented a strict correlation between ticket field definitions (found in Configuration > System > Ticket fields) and form fields across all contact forms, including pre-chat forms. Beginning with version 5.59, it is no longer possible to alter the type of a form field to be different from the corresponding definition. This upgrade strengthens logical consistency and resolves various bugs and unforeseen situations, where visitors could input inconsistent information into fields and where a mismatched type did not correctly incorporate the given field into the details of a submitted ticket.
Required action
Users who use custom fields in their contact form widgets or pre-chat forms within their chat buttons are recommended to test their widgets, to ensure they are functioning properly and are populating and setting all available fields as required. Missing fields require adding a definition for them in Configuration > System > Tickets.
Experienced users are encouraged to examine all their widgets and custom fields and verify that they are correctly set up and that the form fields correspond with the type of their definitions. If you need assistance or are uncertain if the fields of any specific form are correct, please do not hesitate to contact our 24/7 available support team.