IDEX Product Update: Improved Chat, Customer Support, and Web Client

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IDEX

3 min readJun 28, 2018

In an effort to better serve our customers, we have made several improvements to our community chat, customer support, and the IDEX platform itself. Not only are we migrating our community chat from Telegram to Discord, but we have also integrated a new Freshchat widget in the lower-right corner of IDEX, allowing customers to easily receive direct support from a team member. These updates coincide with the release of our new-and-improved IDEX web client.

Migrating Community Chat from Telegram to Discord

Discord is better suited for managing large online communities like ours. It provides better chat features, more granular permissions, and great moderation and spam filtering features that can help us combat the growing phishing attempts we are seeing on Telegram (where impersonating admins has become all too common). Our team has been testing Discord for the past week or so and we’re excited to welcome the rest of the community to join us!

First Time Discord User?

Here is a quick tutorial on how to make a Discord account and join the server!

Head over to https://discordapp.com/register
Fill out your information on the page.
Confirm on your email that you signed up with
Thats it, you’re done!
Come join us at: (https://discord.gg/5vk6PTq)

Note: We will preserve Telegram for now to ensure a smooth migration, but we will be pausing/removing the channel in the near future.

Freshchat Support Widget

To further improve our customer support, we are also implementing a new live chat and ticketing system powered by Freshchat which can be found in the lower right of the platform itself. This provides users:

Instant, private support: no need to create an account to ask questions. Simply open the widget and start a private conversation with an IDEX support team member.
Full-featured live chat: easily send back and forth photos or videos with our support staff to receive better assistance with your particular issue
Improved email support: Freshchat will also help power/improve our email support system, which will be accessible through the widget itself or by contacting us directly.

Updated IDEX Web Client

We have rolled out the updated version of our web client with several under-the-hood improvements:

It is faster, more responsive, and has improved visuals
Trade execution time has been reduced nearly 10x
Static asset serving and caching improvements help IDEX load nearly instantaneously
Future performance improvements will be much faster to implement

We look forward to everybody trying out our improved community chat, support, and additional product features!

~The IDEX (Aurora) Team