New Features
- Ticket Management: ability to add subtasks inside tickets;
- Queues Management: real-time updates in reports;
- Advanced Search: agents can search for chat conversations in agent interface;
- Live Chat: survey can be completed in popular messengers (Enterprise package);
- Email Notifications: ability to resend emails if their delivery was failed;
- Email Notifications: agents can see if sent emails were read by customers.
Improvements
- Advanced Search: improved advanced search in agent interface;
- Search in API: added ability to search for objects and users by custom fields;
- Live Chat: added survey metrics, pie charts grouped by source and responsible agents on chat page in agent interface;
- Live Chat: auto responses will be sent on agent's behalf;
- Knowledge Base: ability to sort articles and faqs by votes and views by clicking on table column;
- Automation Rules: ability to add multiple values in one "Message" condition for "Chat: Incoming Message" event;
- Reports Management: agents can sort users and requests in the queue by custom fields in the table columns;
- External Widgets: added ability to pass custom user fields when users submit ticket or topic via widget;
- Security Management: reCAPTCHA is set to forum language;
- Attachments: ability to switch between attachments with keyboard arrows;
- Bulk Actions: added Shift keyboard shortcut to select several objects in the list.
Bug Fixes
- Anonymous user could be banned or marked as trusted while moderating his topic or comment;
- Fixed error when agent without "Manage People" permission clicked on Notes tab in user's company;
- Submit form was corrupted when administrator created a new user, ticket, topic in administration area;
- Tags field wasn't saved while adding a user in agent interface;
- Fixed issue when agent changed a category of article or canned response and the count next to the category was changed only with page refreshing;
- Mobile UI: a topic couldn't be converted to a ticket if a group was set a required field (Enterprise package);
- Values were case sensitive in trigger conditions for message details and object subject;
- Fixed multiple issues when trigger with a condition value "Any" worked;
- "Change Status" action didn't work for "Object Created" event in triggers;
- Fixed issue that didn't allow to drag and drop files while comment editing;
- Fixed issue with selecting date range in agent interface;
- Notifications were not marked as read if agent was forwarded to object page via web push notification;
- Polls were not displayed for forum guests if a guest voted for a poll earlier;
- Fixed issues with line breaks in replies with canned responses;
+ 30 more minor bug fixes and improvements.