Features
- Play Mode (Auto-Queue) for Ticket Views
Added a play mode that automatically opens the next ticket in a view, enabling faster ticket processing without manual navigation.
- Add Multi-Select for “Available To” in Macros & Canned Responses
Agents can now select multiple recipients in the Available To field when configuring macros and canned responses.
- Add Filters for Macros & Canned Responses
Introduced filtering options to help agents quickly locate relevant macros and canned responses.
- Add “Usage (Last 30 Days)” Field to Macros & Canned Responses
Added a usage metric showing how often a macro or canned response was used over the last 30 days.
- Display Original External Ticket ID & Link for Migrated Tickets
Migrated tickets now display the original external ticket ID along with a direct link to the source system.
- PayPal App — Create and Share Invoices
Enabled invoice creation and sharing directly via the PayPal app integration.
- Add “Show Empty Groups” Option for Grouped Views and Kanban Boards
Added an option to display all groups for the selected Group By field — including groups with no items.
This allows agents to see the full structure of statuses, categories, priorities, and other grouped fields, even when some values currently have no objects assigned.
Improvements
- Update Default Sorting Behavior for Views & Knowledge Base List
- Analytics Widgets: Default Grouping Fixes
Improved default grouping logic for analytics widgets, including “Completed By” assignments. - Analytics Widgets: Scrolling Improvements in “View Data” Modal
Fixed scrolling behavior so long lists can be fully viewed in analytics modals. - Add URLs to Article Export
Article exports now include direct URLs for easier access and reference. - Add Subscriber Emails as Export Column
Subscriber email addresses can now be included as a separate column in exports. - System Limitation Clarification: Tickets Older Than 2 Months
Clarified and enforced visibility rules for tickets older than two months in the default inbox view.
Bugs
- Fixed incorrect ticket ordering where newly created tickets appeared at the top instead of the bottom.
- Fixed analytics widgets displaying fluctuating or incorrect numbers.
- Fixed mass delete action not working in Ticket View.
- Fixed messages appearing in incorrect chronological order after ticket merge.
- Fixed SPAM view requiring a full refresh after every action.
- Fixed errors in auto-translated messages containing emojis.
- Fixed ticket priority always being reset to Normal regardless of user selection.
- Fixed duplicate email handling.
- Fixed incorrect ticket counts for views.
- Fixed incorrect behavior of article visibility settings.
- Fixed long external links not being hidden behind article/FAQ names in AI bot responses.