April 2020 Release Notes

Round Robin

New

• Set up queues to rotate between group members
• New Supervisor field to create a relationship between agents and their supervisor
• Team dashboard filters: show only agents that report to you, filter by queue
• See your agents' queues and the time of their last status update
• Bulk update statuses
• Playlist's database is now encrypted at rest

Fixed

• Optimized jobs to accommodate for accounts with large ticket data (> 50 custom ticket fields), which was causing timeout issues.

Playlist Button

New

• Agents tab is now cached to minimize calls to Zendesk's APIs.

Fixed

• The Team dashboard is now available to teams that are only using the Playlist Button (Round Robin is disabled) 

Ticket Merge

New

• Ticket Merge is now live on the Zendesk Marketplace!
• Bulk merge tickets directly from the ticket sidebar
• Customize templates to carry over content (public comments, internal notes, etc.)

Agent Dashboard

New

• Agent Dashboard is now live on the Zendesk Marketplace!

Customer 360 (Support)

Fixed

• Fixed an issue that prevented the user sidebar from rendering properly if the end-user's email was not populated. 

Customer 360 (Chat)

Fixed

• Fixed an issue that prevented the chat sidebar from rendering properly if the chat visitor's email was not populated.