6.5.1 Version

New Features

  • Knowledge Base: lock articles to eliminate agents collision;
  • Live Chat: now you can reply to specific customer messages in agent interface;
  • Gamification System: users earn points for activity in community and get rewards;
  • New Integration with Zoho CRM.


  • Smart Assignments: now you can select teams, but not just agents for smart assignment in triggers;
  • Reports: improved performance on Inbox page;
  • Reports: now groups have number of objects in the group.

Bug Fixes

  • Mentions: you couldn't mention agent when you open ticket or topic form on Administration page;
  • Canned Responses: when you were on category page, you couldn't update canned response;
  • Firefox: fixed several issues like "Login As", authentication and creating tickets, topics;
  • Mailing Log: filter by date and hours didn't work correctly;
  • Agent UI: tags area was not displayed correctly;
  • Triggers: updating custom email notification sometimes failed to update;
  • Dates: due on field didn't work correctly.

+20 minor bugs and fixes.

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