8.20 Version

Features

• Chat Controls Improvements
  Updated the chat experience to give customers more control over conversations, both in automated scenarios and in chats with agents.

  • Clear Chat for Scenarios
    Users can now clear the current conversation in scenario mode and restart it from the beginning without affecting existing tickets or agent chats.
    
  • End Chat for Agent Conversations
    Users can now explicitly end chats with agents. After ending a chat, the ticket is marked as completed, replies are locked, and the conversation becomes read-only with an option to start a new chat.
    
  • End Chat Button Setting
    Added a new setting in Chat Settings that allows administrators to control whether the End Chat button is visible to users.
    

• Automatic Chat Cleanup After Inactivity
  Chat data stored in the browser is now automatically cleared after 30 days of inactivity, preventing outdated conversation states from affecting new sessions.

• Analytics Improvements
  Updated Analytics to make reporting clearer, more consistent, and aligned with standard helpdesk metrics.

  • Standard Reply Time Metrics
    Introduced First Reply Time (Time from object creation to the first public agent reply) and Average Reply Time (Average time between a customer message and the next public agent reply) to measure how quickly agents respond to customers. 
  • Assignment-Based Metrics as Separate Metrics
    Now we have:
    - Assignment to First Reply - Time from assigning an agent to the object until that agent’s first public reply.
    - Average Assignment to Reply - Average time it takes the assigned agent to respond after assignment.
  • Unified Replies Metric
    Replaced multiple overlapping reply metrics with a single Replies metric for simpler and more consistent reporting.
  • Rebuilt Business Hours Report
    The Business Hours report has been redesigned to Working Hours report to calculate actual agent online time and now includes improved filters, drill-down view, and export options.

Improvements

• Analytics Filters Improvements
• Business Hours Logic for Resolution Metrics
  Updated how First Resolution Time and Full Resolution Time are calculated to better reflect actual agent availability.
• Remove “Users Voted” Metric from Analytics
  Removed outdated metric to simplify reporting and reduce confusion.
• Add “ID” Column to Analytics Export
  Analytics exports now include object ID for easier data analysis and integration.
• Chat List Preview Improvements
  Improved how chats are displayed in the list, including message type and sender context.
• Portal Link Handling Improvements
  Improved how links are processed and displayed in the portal, including better handling of email links.
• Subgroup Interaction Improvements
  Improved visibility and interaction feedback for subgroup navigation.

Bugs

• Fixed ticket duplication when tickets are created via email.
• Fixed agents receiving notifications for internal notes in restricted communities.
• Fixed incorrect ticket counters in grouped reports.
• Fixed an issue where draft replies were saved instead of sending messages.
• Fixed filter button not working in the mobile version.
• Fixed incorrect or missing data in analytics reports and exports.
• Fixed invalid configurations in analytics filters.
• Fixed UI issues where elements overlapped in the reply interface.
• Fixed incorrect default text in the chat widget connection state.
• Fixed encoding and localization issues.
• Fixed issues with the Clean Logs feature.
• Fixed issues with variables in templates and triggers.
• Fixed general issues affecting chat, notifications, and UI consistency.