Features
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AI Summaries
Agents can now generate an AI summary of a ticket, giving them the key points of the conversation without reading every message.- One-Click Summaries
Generate a summary directly from the ticket header, covering both public and internal comments.
- Always Up to Date
Summaries flag new messages since the last generation and can be refreshed with one click.
- Adapts to Ticket Status
Open tickets highlight what's still pending, while closed tickets summarize the issue and its resolution.
- One-Click Summaries
Improvements
- Combined Filtering in Profile
Community and Status filters can now be applied together in Profile, instead of requiring separate searches. - AI Replies Control Redesign
The AI Replies toggle has been replaced with a clearer button-based control for turning AI Replies on or off. - Jira Integration: Components Support
Added support for Components in the Jira integration, allowing this field to sync between linked issues. - Sorting Options for Ticket Replies in the Portal
Agents can now sort ticket replies in the Portal, making it easier to review conversation history in the preferred order.
Bugs
- Fixed an issue where emails were not sent if one of multiple recipients no longer existed.
- Fixed a missing Submit button in the Tablet interface.
- Fixed the text input area overlapping reply options in ticket replies.
- Fixed incorrect data displayed in the Average Satisfaction Rating export.
- Fixed an issue preventing agents from enabling certain views.
- Fixed tickets intermittently appearing duplicated in the side menu.
- Fixed a code snippet incorrectly appearing in user tooltips.
- Fixed inaccurate timestamps on announcement creation.
- Fixed custom field values not saving correctly in certain integrations.
- Fixed an issue with new ticket notifications not being delivered correctly.