- Scheduled Comments: the ability to schedule replies in tickets and topics.
- Email Templates: the ability to edit the subject in email templates;
- Quick actions: added user options on request pages in the agent interface;
- Action bar: added Lock Comments icon on topic pages in the agent interface;
- Reports Management: agents can activate/deactivate reports;
- Reports Management: additional values in "Object: Tags" condition;
- Business Hours: days off are sorted by date in the administration area;
- Branding: added ability to set community icon displayed in Forums home screen widget.
- Agents couldn't create new reports in the basic self-hosted package;
- Agents couldn't edit knowledge base articles;
- Users didn't see unread messages in a chat widget when they got back to a browser page;
- Comments in topics couldn't be unlocked;
- Fixed issue in Statistics when First Reply Time and Average Reply Time were calculated for emails sent from the agent interface;
- A deleted user was still in a ticket sharing list;
- Wrong entry in change log when the request was reassigned to another agent with smart automation tool;
- Fixed issue with deleting of a vote on a topic statistics page;
- Fixed minor issue when lock icon wasn't displayed in locked chats in the report list;
- Tags with special characters couldn't be added into a customer request;
- Links with @ and # symbols were displayed incorrectly in a chat conversation;
- Push notification on a new mention in chat displayed the author name instead of the agent name;
- "Stay on Page" setting didn't work while converting a chat into a ticket;
- Fixed minor issues related to search results with Confluence articles (Enterprise package);
- The request was marked as waiting for an agent reply in case an agent's private note was converted into a public comment;
- Triggers were unchecked if the administrator read notification in Notification Center of the agent interface.