New Features
- Live Chat: ability to connect several accounts for one chat messenger;
- Lock Comments: agent can see who is working on the object at the moment;
- Mentions: ability to add an agent to a ticket or chat using @mention;
- Backup: ability to store backups in Dropbox account and remote servers using ftp/sftp;
- Search Results: ability to select forums in the search on the frontend (Enterprise package);
- Avatars: initials displayed by default in user profile.
Improvements
- Improved Change Log of users and objects;
- User Reports: added columns (Votes, Requests, Comments, State) in user reports;
- Assignments: added send back icon to reassign the object to a previous responsible agent;
- Multilingual Canned Responses: ability to categorize canned responses by languages (Enterprise package);
- Fields & Properties: added ability to disable tags for users;
- User Management: ability to view notes left to all company users on the company page;
- Mobile UI: added Requests in user settings;
- Automation Rules: added filters on trigger page in administration area;
- API: ability to get information on announcement's expiration date via API;
- Live Chat: ability to use canned responses and articles from knowledge base entering # and * respectively.
Bug Fixes
- Fixed issue with deleting of a mailbox in administration area;
- Fixed issue with comment with an attachment converting into ticket or topic;
- Mobile UI: agents couldn't be added in CC list while ticket submitting;
- Mobile UI: custom date fields were cleared after ticket or topic editing;
- Images from Viber messenger were not saved in chat conversation in agents interface;
- Password settings worked even if only SSO login was enabled;
+ 5 more minor bug fixes and improvements.