Features
Agents can now switch between conversations without losing their unsent replies. Whenever you start typing in a chat or ticket:
- Your draft is saved automatically (including attachments) after a few seconds of typing or when you leave the page.
- If you return later — even from a different browser or device — your draft will be restored automatically.
- Drafts are private: only the author can see them.
- Once a message is sent, the draft disappears.
In addition, a new “Drafts” view is now available for everyone, showing all your conversations where a draft is currently saved.
You’ll also notice a draft iconto quickly identify which conversations contain unsent drafts.
Agents can now use Ask AI to quickly refine their replies without leaving the Helpdesk. After highlighting any part of a message, a popup appears with options such as:
- Make longer – expand a short phrase into a more detailed explanation.
- Make shorter – condense a message while keeping the meaning.
- Rephrase – generate an alternative variation of the text.
- More friendly / More formal – instantly adjust the tone.
This feature is enabled for all agents when the AI Agents application is active. It is not connected to AI Replies and works independently.
Admins can now quickly manage agent subscriptions without needing to impersonate each agent.
- You can unsubscribe agents directly from their user profile using mass edit.
- This makes it easier to remove accidental or unnecessary subscriptions in bulk.
- The action now applies to the selected agent, not to the currently logged-in user.
Improvements
- “AI bot configuration” has been renamed to “Select AI Agent”
- Field “Pick AI agent” has been simplified to “AI agent” and displayed as a system/custom field
- The search bar has been replaced with a dropdown selector for agent selection
These automatic “mailer-daemon” emails (when a message can’t be delivered) are no longer marked as spam. They are now logged with an error status in the mailing log, and a note is added to the related object.
- Separated allowed file lists for agents and customers (different rules for each side), managed through the Attachments application.
- Updated ticket view for attachments: redesigned layout + added a Download All button. Note: if one file is not allowed, the batch download will not start.
- When a customer uploads a blocked file, agents will see it, and admins can click through to update the allowed file list. (Agents cannot change the list.)
- When an agent tries to upload a blocked file, they now get an upload error message.
