Features
- Merged Object – Updated Display State
We improved how merged tickets/topics are displayed:
- Agents can now choose which ticket should become the primary one (previously available only for topics)
- After merging, the agent is automatically redirected to the primary ticket/topic, a banner is displayed, and all comments from the merged ticket are move to the primary one.
- Merged tickets are hidden from inboxes and searches and are only accessible via direct links.
- Agents can still open a merged ticket via a notification link, the Open Origin button, or the Activity Log. The merged ticket opens in read-only mode.
- Users are always automatically redirected to the primary ticket/topic.
- Agents can now choose which ticket should become the primary one (previously available only for topics)
- Add “Set Subject” and “Comment Mode” to Macro
Expanded macro functionality with two new options:
- Set Subject — allows macros to modify the ticket subject.
- Comment Mode — lets macros define whether a message is added as a comment or a reply.
- Enhance Knowledge Base List – Customizable Columns & Detailed Votes Display & Export
The Knowledge Base list now supports:- Customizable column selection
- Detailed vote metrics
- Expanded export fields for improved reporting
- Customizable column selection
Improvements
- Updated CSAT Survey UI to add emojis to the scale for Telegram.
- Added API request to Ban Users
- Allowed editing user phone via Edit User API