5.2.2 Version

Improvements

  • Smart Assignments: automatic ticket routing between several agents in the team from different departments (Enterprise package);
  • Attachments: added the ability to allow particular file extensions to upload;
  • Analytics: added business hours option in the filter of analytics reports (Enterprise package);
  • Tasks Management: added a tooltip for responsible agents in tasks;
  • Frontend links: added the option to set IDs in the topic or article links instead of slugs (Enterprise package);
  • Mailing Log: the option to view incoming and outgoing emails under user and request options in the agent interface (On-premise plan);
  • Search: agent search includes tasks in the results.

Bug Fixes

  • Fixed issue related to Completed metric in analytics reports when incorrect objects were displayed in the list for a certain period of time (Enterprise package);
  • Agent's availability icon wasn't changed when the administrator added/deleted a holiday (Enterprise package);
  • Fixed issue with an empty table in user replies sent via emails;
  • Fixed UI defect in the email notifications sent to agents assigned to tasks;
  • Fixed UI defect with long category name in Knowledge Base home screen widget;

+ 10 more minor bug fixes and improvements.

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